Customer Relationship Manager
Hybrid
Full Time
#Customer Experience
#Music
#Account Management
#Service Delivery
#Problem Solving
We are looking for a dedicated Customer Relationship Manager to join our team in a full-time, hybrid capacity based in the United Kingdom. At ICE, we operate at the intersection of music, data, and technology to support songwriters by ensuring they are fairly compensated when their work is used globally. Founded by rightsholders for rightsholders, we have grown since 2010 to distribute over one billion euros in royalties annually, licensing major platforms like Spotify, Apple, YouTube, and TikTok. As a senior member of our team, you will serve as our primary point of contact for clients, driving excellence in service delivery and building lasting professional partnerships.
Responsibilities
- Cultivate and maintain proactive relationships with key client contacts to ensure high levels of satisfaction, retention, and profitability.
- Oversee the end-to-end service experience by monitoring performance, managing reports, and leading the resolution of any client escalations or complex issues.
- Collaborate across internal departments to identify business opportunities, improve service processes, and represent the voice of the customer in our strategic planning.
Requirements
- A university degree or equivalent professional experience, combined with a strong background in account management within complex, multi-lingual environments.
- Fluency in English, with additional European language skills considered a significant asset.
- Prior experience in the music industry, particularly regarding copyright or licensing, is highly preferred.
- Demonstrated ability to handle commercially sensitive information with discretion, alongside strong analytical, problem-solving, and decision-making skills.
- A collaborative mindset with the ability to bridge communication gaps between various stakeholders and departments.
What we offer
- Flexible hours and a hybrid work model to support your work-life balance.
- Generous paid time off to ensure you have time to recharge.
- Dedicated professional development opportunities to help you grow your career.
- A mental wellness budget to prioritize your health and well-being.
