Member Services Specialist

Member Services Specialist

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment? If you do, we would like to get to know you.

The MLC is committed to excellence, service, and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

The Role

In this role, you will provide a world-class experience to publishers, administrators, and self-administered songwriters that have complex needs around works registration, overclaims & disputes, catalog transfers, and other applicable questions. Additionally, you will handle executive escalations that require higher-touch support. The Specialist, Member Services will partner closely with our VOC Team to ensure processes are defined and documented; the voice of the Member is considered in the development of new policies; and to provide swift resolution to the Members that they work with.

Qualifications

• Minimum 3 years' music publishing experience required.
• Customer-facing, account management, and project management experience required.
• Strong knowledge of music publishing, mechanical licensing, and royalties, and copyright
• Quantitative and qualitative analysis with advanced problem-solving skills
• Strong written and verbal communication
• Empathetic, collaborative, self-starter, and results driven with the ability to deliver and receive feedback.

Essential Responsibilities

You will support members of the MLC by:

• Building strong relationships with The MLC Members by providing world-class service and resolving complex Member inquiries
• Communicating confusing or complicated scenarios to Members that are not well-versed in mechanical licensing.
• Modeling an empathetic approach to Member success that centers around building trust and removing barriers.
• Identifying and removing waste in the Member process journey, and conducting ongoing assessment of tools, systems, process outputs, and KPIs.
• Supporting our Marketing team with in-state or out-of-state outreach events as needed.

You will lead with purpose by:

• Conveying the Member experience and its drivers to a variety of audiences in a way that is concise and impactful.
• Making data-driven recommendations for changes and championing continuous process improvement.
• Work collaboratively across functional teams to develop and execute on a shared vision.
• Extracting and integrating insights from multiple sources — qualitative and quantitative research findings, process output, analytics, Member feedback, ideation, strategic directives. Be able to formulate recommendations based on those insights.

Champion The MLC's Culture

• Embracing The MLC's leadership values and applying The MLC's Guiding Principles to your team's work
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Building a dynamic team; mentoring team members; developing future leaders
• Inspiring others with your enthusiasm and humility

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION.