Overview
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 FH 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:
At Famehouse, fans are at the forefront of our business. They’re more than customers, they’re passionate supporters of our artists, and we’re equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking a Sr. Manager, eCommerce Fan Services to lead the Fan Services function within one or more of our cross functional teams. This person will manage a team responsible for day-to-day customer support operations and collaborate closely with partners across the eCommerce business to ensure the voice of the customer is clearly and consistently represented in artist and label engagement planning.
How you’ll CREATE:
- Lead and manage a pod of Fan Services team members embedded within the cross functional team, ensuring clear communication, strong collaboration, and high-quality fan support.
- Manage cross-functional customer support to ensure fan to label feedback loop is consistently monitored and maintained
- Oversee team performance by reviewing key metrics and KPIs as outlined by the business, providing feedback and continued coaching
- Represent Fan Services on one or more cross-functional teams within the eCommerce group, acting as both subject matter expert and champion of the customer in planning discussions.
- Ensure on-time and correct proactive consumer messaging regarding order status or product changes by partnering with cross-functional eCommerce teams
- Advocate for our fans and escalate customer issues when and as needed to ensure the voice of the customer is represented across the business.
- Work closely with cross-functional partners to obtain answers to product related questions or issues to resolve consumer inquiries or escalations in a timely manner
- Partner with eCommerce Operations to manage and enhance the unfulfilled order process
- Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
- Provide general oversight of department projects and policy updates as needed
Bring your VIBE:
- Strong communication skills, both verbal and written.
- 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 per week, please note that weekend and off hours coverage may be required in line with business needs
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
