Continuous Improvement Lead in London

Department: Member Services

Location: London (Hybrid – minimum 3 days in office)

Contract: Permanent, full time

About the Team

PPL’s Member Services team is the primary point of contact for our members, delivering a proactive, high-quality service that supports them at every stage of their journey with PPL. The team actively recruits new members, represents PPL at industry events, and responds to member enquiries, ensuring accounts are accurate and up to date so members can confidently receive the royalties they are entitled to when their music is played. Our team is passionate about music and committed to providing an excellent experience for performers and recording rightsholders alike, helping to ensure they receive the rewards they deserve for their talent and investment.

What you’ll be doing:

As Continuous Improvement Lead, you’ll help shape and deliver practical improvements across Member Services, making it easier for colleagues to work efficiently and for members to receive a clear, accurate and high-quality service. This is a cross-functional role where you’ll use operational insight, data and stakeholder feedback to identify opportunities, prioritise improvements and turn ideas into embedded change.

You’ll manage the improvement pipeline from discovery through to delivery, working closely with colleagues across Member Services and wider PPL teams to scope requirements, agree solutions and support adoption. You’ll also play an important role in ensuring Member Services requirements are understood within Salesforce, ADP, automation and AI initiatives, helping to improve service quality, reduce risk and create measurable value for members, colleagues and the wider business.

Key Responsibilities:

• Lead the Member Services continuous improvement agenda, ensuring opportunities are prioritised, shaped and delivered in line with operational priorities, member needs and business objectives.
• Manage the improvement pipeline from idea through to implementation, translating operational insight, data and stakeholder feedback into clear scopes, business cases and delivery plans.
• Deliver practical process, system and service improvements that increase efficiency, reduce risk, improve quality and strengthen the experience for members and colleagues.
• Advise on Member Services requirements within Salesforce, ADP, automation and AI initiatives, ensuring operational needs are understood, tested and embedded effectively.
• Oversee governance for key Member Services processes, guidance, forms and knowledge content, supporting clear ownership, version control, review cycles and consistent application.
• Develop data-led insights and success measures that demonstrate the impact of improvements on service quality, efficiency, risk reduction, rework and the member experience.
• Manage cross-functional engagement, workshops and feedback activity to align stakeholders, agree practical solutions and support effective adoption of change.
• Deliver clear updates, recommendations and decision papers that support informed decision-making by senior leaders, governance forums and relevant boards.

About You

We’re looking for someone who is curious, organised and solutions-focused, with experience of delivering continuous improvement, operational change or process improvement activity. You’ll be confident using insight and evidence to identify opportunities, shape recommendations and influence decisions, while bringing people with you through clear communication and practical delivery.

You’ll enjoy working collaboratively across teams, facilitating conversations, testing assumptions and embedding improvements that make a real difference to how colleagues work, day to day. You’ll also be comfortable supporting, coaching or developing others, with direct responsibility for the Continuous Improvement Co-ordinator.

Key Requirements:

• At least three years’ experience delivering continuous improvement, project management, operational change or process improvement activity.
• Experience managing improvement work from discovery and requirements gathering through to implementation and adoption.
• Strong planning, organisation and governance skills, with the ability to manage priorities, risks and dependencies.
• Confident using data, feedback and process insight to identify issues, shape recommendations and evidence change.
• Strong stakeholder engagement skills, with the ability to influence, facilitate and align operational, technical and specialist colleagues.
• Comfortable working with business systems, reporting tools, process governance, data quality and controls.
• PRINCE2 qualification or practical experience working with Agile/Scrum methodologies.
• People management experience, including supporting, coaching or developing direct reports.
• Experience with Salesforce, Microsoft 365, AI, automation or product roadmaps would be beneficial.

Why work at PPL?

When you join us at PPL, you’ll become part of a community united by a love for music and a mission to make a difference by championing music rights. Some key perks include:

• Hybrid working and flexible working hours.
• Work from anywhere in the world for up to 2 weeks per year.
• Early finishes on Fridays in the summer months.
• Private medical insurance, life assurance and health cash plan.
• Annual allowance to claim back funds spent on your favourite music activity.
• Free healthy breakfasts and fresh fruit every day.
• Exclusive retail and gym discounts to support your wellbeing.
• Season ticket loans.
• Regular socials and music industry related events.
• Annual bonus, which is non-contractual.

Equity, Diversity and Inclusion at PPL:

At PPL, we believe in fairness and in creating a work environment that respects all lived experiences. We are proud to represent musicians and performers from every section of society and are committed to cultivating a workplace where everyone feels welcome, and happy in a safe and trusted space.