Senior Manager, eCommerce Fan Services - Philadelphia, 19109
Senior Manager, eCommerce Fan Services - Philadelphia, 19109, United States of America
Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within Famehouse and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.
How We LEAD:
Famehouse is seeking a Sr. Manager, eCommerce Fan Services. This person will be responsible for ensuring the effective day-to-day execution of customer service operations while acting as a key liaison between client/artist teams, internal teams, vendors, and international partners. This role focuses on operational excellence, clear communication, and delivering a consistent, high-quality customer experience.
How You’ll CREATE:
Ticket Handling & Operations
Ensure customer inquiries are handled accurately and within established service-level expectations.
Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods.
Drive consistent adoption of customer service policies across agent teams.
Communicate policy updates and operational changes clearly and efficiently to agents.
Stakeholder Communication and Management
Lead weekly check-ins with key stakeholders to review customer service performance and trends.
Partner with client management to review and create polices and customer communication as needed
International Coordination
Collaborate with international customer service teams to resolve escalated issues and align on policies.
Support a globally consistent and cohesive customer experience across regions.
Reporting & Insights
Compile and distribute weekly customer service performance and status reports to stakeholders.
Proactively share customer insights, recurring issues, and operational risks to inform decision-making.
Support the development of customer service presentations and ad hoc reporting as needed.
Bring Your VIBE:
Strong verbal and written communication skills.
Exceptional leadership skills with the ability to coach and drive results
Ability to recognize situations that need to be escalated
Independent thinker; able to make meaningful decisions based on each situation.
Excellent follow-up skills and 100% follow through on commitments.
Result and action-oriented, resourceful and efficient
Strong work ethic, highly motivated, upbeat personality, team player.
Ability to analyze and report on trends and issues.
Strong computer skills; Microsoft Office, Internet search skills.
Bachelors Degree in business or related field preferred
3+ years management experience
5+ years customer service experience
As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs
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