Customer Operations Manager (m/f/d) - 12-month fixed-term contract in London

About ICE

ICE is a music technology company built by rightsholders, for rightsholders. We simplify the complexities of the music royalty chain through an innovative suite of licensing, processing, and copyright services, enabling our customers to accurately and efficiently compensate songwriters and composers for the use of their works. Serving over 330,000 rightsholders and leveraging a copyright database comprising 55 million musical works, ICE’s operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date.

About the Role

The primary focus of this role is to provide administrative, operational, and assurance support to the Operations departments to ensure the smooth running, quality, and compliance of services to ICE’s customers. Please be aware that this is a maternity cover role with a 12-month fixed-term contract.

Key Responsibilities:

• Support the Customer Experience and Online Operations teams in the professional delivery of high-quality services.
• Collating, analysing, comparing and checking of detailed numeric data.
• Providing support and input directly into the Online End to End process to enable ICE’s performance against customer contracts and SLAs.
• Identifying opportunities for continuous improvement of procedures.
• Attend regular departmental meetings to report progress, discuss, prioritise and resolve any outstanding issues and update internally.
• Carry out assurance processes to help ensure accurate distributions.
• Identifying potential problems that could affect customers and assisting in the prevention of these where possible.
• Maintaining customer forecast materials and up to date distribution scheduling.
• Proactive liaison with various stakeholders to ensure information is up to date on a daily basis.
• Set up and maintenance of customer DSP contract templates in Salesforce and other standing information.
• Communicating and representing customers’ needs and priorities inside the ICE organisation.
• Develop and maintain clear, structured documentation for business and technical processes.
• Map workflows using in house tools like Lucidchart, or Miro.
• Contribute to the operations data quality, testing and operational assurance strategy.
• Actively identify risks to quality and promote solutions.
• Ensure documentation is version-controlled and accessible to relevant teams.
• Other tasks to support customer forecasting reporting as required.

Requirements and Qualifications:

• Strong analytical and problem-solving skills with excellent attention to detail.
• Expert Microsoft Office 365 user.
• Proactive mindset.
• Experience of Monday.com or similar workflow tool.
• Highly numerate and organised with excellent attention to detail.
• A high level of technical proficiency and aptitude with computer software, including an excellent understanding of all Microsoft Office programs.
• Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy.
• Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; proven organization and prioritization skills.
• Ability to handle high workloads and fast turnarounds.
• Act corporately and work effectively across organisational boundaries and build effective liaisons that deliver high standards, collaborative working and integrated solutions.
• Able to work easily on own initiative but also in close conjunction with key individuals across different teams.
• Intellectual flexibility, able to grasp complex issues and data patterns quickly.
• The ability to absorb and analyse significant amounts of information and then tailor the means of delivery, the language and format for a wide mix of audiences.
• Imagination, flair, tenacity, flexibility & innovation.
• Promote and support innovative thinking and a flexible way to solving problems.
• Consider opportunities which will add value to the business and meet organisational goals.
• A background working with complex data/analytics is desirable but not necessary.

What we offer:

• Competitive local benefits based on your location.
• We promote flexible working regarding time and/or place.
• Both mental and physical health initiatives.
• Comprehensive training and development opportunities.
• Industry insider events, team socials and company events.
• Enhanced holiday allowance.

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.