Client Operations Manager

Client Operations Manager

Recently acquired by Believe, Sentric Music is in an exciting phase of significant growth into new markets. Sentric Music Group is a rapidly expanding music publishing company with 100+ employees based across our offices in Liverpool, London, Hamburg, Palma, New York and LA. The company handles copyright and royalty administration for a large client base consisting of songwriters, record labels and music catalogue owners. Our industry-challenging platform is transforming the traditional models for royalty collection and our client base is consistently growing.

Believe is above all a passion for music, tech, and digital marketing, shared by over 2,037 talented people in more than 50 countries. It is a visionary and entrepreneurial spirit that drives us and makes us a world leader in the digital distribution of music.

Believe is a tribe of experts who successfully meet the challenges of the transformation of our music industry every day. It's an adventure, a human adventure, and one that is propitious and stimulating for all of us.

Finally, Believe is a story that began in 2005 and that we must continue to narrate, now, and with you. Believe's mission is to develop labels and artists in the most suitable way, at each stage of their career and development, in all local markets around the world, with respect, expertise, fairness and transparency.

Job Description

We are seeking a Client Operations Manager to join our dynamic team at Sentric Music. The successful candidate will be responsible for overseeing the client onboarding process, managing key publishing partnerships and ensuring seamless communication across internal teams to optimise client performance. Additionally, the role involves building, leading, and developing the Client Operations function, including managing people, streamlining/developing processes and driving continuous improvement. This is an exciting opportunity for a highly organised, results-driven individual with a passion for the music industry.

Key Responsibilities:

Build, Lead & Develop Client Operations Function:

• Build, lead, and develop the Client Operations function, establishing and nurturing a high-performing team.
• Manage and mentor team members, fostering a culture of growth, learning and accountability.
• Develop, implement and continuously refine operational processes and workflows to increase efficiency and improve client outcomes.
• Collaborate with senior leadership, client relations and business development to align client operations with broader business objectives and identify opportunities for continuous improvement.

Client Integration & Onboarding:

• Oversee the client onboarding process for key clients and integrations from deal signature through to the first royalty receipt, ensuring a smooth transition for clients.

Partnership Management:

• Manage large publishing partnerships, including co-publishing agreements and joint ventures, ensuring alignment with business objectives and client satisfaction.

Client Performance Management:

• Oversee the client performance of the complete client roster in collaboration with the Rights, Royalties, and Revenue Optimisation teams.
• Coordinate performance data for client renewals, ensuring timely and accurate reporting.
• Develop metrics to advocate for performing clients and consideration of upselling opportunities.

Client Experience Advocacy:

• Champion the client's user experience, providing feedback and insights to internal teams to help shape product development and enhance service delivery.

Quarterly Business Reviews & Insights:

• Prepare key-client quarterly business reviews, showcasing performance metrics, progress, and future opportunities for growth.

Collaboration with Client Relations:

• Work closely with the Client Relations team to support and enhance overall client performance and satisfaction.

Project Management:

• Lead and manage multiple projects simultaneously, ensuring on-time delivery, high-quality output and successful collaboration across teams.

Data Analysis & Reporting:

• Utilise strong data skills to analyse client performance, identify trends, and present actionable insights to support decision-making and client strategies.

Revenue Optimisation:

• Actively seek opportunities to collaborate with the Revenue Optimisation teams to enhance client royalties and drive business growth.

Clear Communication and Exceptional Stakeholder Management:

• Maintain exceptional communication skills, ensuring clarity and consistency in both internal and external correspondence.
• Demonstrate exceptional stakeholder management both internally and externally, ensuring strong, positive relationships across teams and with clients, partners, and third-party stakeholders.
• Act as a key liaison between departments, ensuring that client needs are effectively communicated and addressed.

Team Collaboration:

• Be a key team player, collaborating with cross-functional teams to deliver high-quality client service and achieve operational goals.

Qualifications

• Proven experience in client operations, client management, account management, copyright, royalties, onboarding or team leadership within the music publishing or related industries.
• Exceptional communication and interpersonal skills, both written and verbal.
• Strong project management capabilities with the ability to manage multiple tasks and priorities.
• Excellent data analysis skills with a keen eye for detail and a logical approach to problem-solving.
• Experience in managing and developing teams, with a focus on performance, growth and operational efficiency.
• Demonstrated ability to manage large partnerships and build strong client relationships.
• A collaborative mindset, with a strong commitment to team success and client satisfaction.
• Knowledge of publishing systems and an understanding of royalties, revenue optimisation and rights management is preferred.

Additional Information

Set the Tone With Us

We have two hearts at Believe - our People and our Artists.

We believe in the power of our people, who grow every day to develop their potential… We aim to provide our employees with the best environment to thrive.

Rock the Job

• Role can be based in Liverpool or in London
• Hybrid working (3 days in the office)
• Private Health Care
• Pension plan
• 25 days annual leave, + 1 day for your birthday
• Life assurance and long-term disability cover
• Access a digital mental health and well-being platform
• Tailor-made training and coaching program
• Enhanced sickness pay and maternity/paternity cover

Sing in Harmony

• Ambassador program: an employee volunteering initiative dedicated to all employees interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.