The Harry Fox Agency (HFA) is looking for a Client Experience Manager to join our team in New York City. The Client Experience Manager will manage the Client Experience team, which includes Solutions Coordinators, Outreach Specialist, and Team Lead. The Client Experience team is responsible for responding to incoming emails, calls and mail from publisher clients, Rumblefish clients, licensees, and the general music user and publisher community to ensure client satisfaction and excellent customer service. The ideal candidate will be detail oriented, have excellent communication skills, and share our passion for supporting the music industry by simplifying the rights process.
What You Will Be Doing:
- Setting and tracking KPIs for inquiry management across the Client Experience team.
- Overseeing 5-6 direct reports, including weekly 1:1s, team meetings, and general support and coaching as needed.
- Liaise with IT and Registrations to report and track issues relating to our external tools and platforms.
- Develop advanced understanding of all external facing tools and experiences across the HFA Portal for publishers, licensees, and Songfile users.
- Handle escalated issues from the major & big indie publishers and licensees, including but not limited to email support, phone calls, and meetings (virtual or in-person) as requested.
- Work with Director, Client Services to test new technologies across external applications.
- Work with Director, Client Services and IT to maintain and improve client experience.
What Makes You Qualified:
- Bachelor’s degree in music business, business administration, related field or equivalent experience.
- 3+ years’ professional work experience in the Music/Entertainment and/or Customer Service Industries.
- Excellent written and verbal communication skills.
- Strong time management and organizational skills.
- Ability to work in a fast-paced environment and effectively manage work to meet deadlines.
- Must be able to work both independently and collaboratively within a team.
- Ability to maintain a positive work environment and communicate in a professional manner with clients, colleagues and managers.
