At a Glance
- Tasks: Manage performer accounts and build strong relationships in the classical music industry.
- Company: Join PPL, a community passionate about music rights and supporting artists.
- Benefits: Enjoy hybrid working, flexible hours, private medical insurance, and exclusive discounts.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in the music industry while enjoying a vibrant work culture.
- Qualifications: Experience in account management or customer service with a passion for music.
The predicted salary is between 35000 - 45000 £ per year.
Location: London / Hybrid working (option to work from home 2 days a week)
Contract: Permanent
About the team
PPL’s Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams, Record Company Services, Performer Relations & Development, and Contact & Support. Our Member Services team is passionate about music and works to help ensure all our members’ accounts are up to date, so they are able to collect the royalties they are owed when their music is played on radio, tv, online and in public.
We are looking for an experienced and relationship-focused Account Manager to join our Performer Team, with a particular focus on supporting classical performers and their representatives. This is a great opportunity for someone who enjoys building trusted relationships, delivering excellent service and using their knowledge and initiative to help maximise value for members.
What you’ll be doing:
- Reporting to the Performer Relations Manager, you will provide proactive account management across a portfolio of performer accounts, many of whom are classical musicians or representatives within the classical music industry.
- You will act as a dedicated point of contact, providing tailored support across repertoire, distributions, airplay analysis, international collections, account updates and day-to-day queries.
- You will work closely with teams across PPL, including Member Services, International, Repertoire and Member Data, Music Reporting, Distribution, Finance, Legal & Business Affairs and Communications, to ensure members receive an accurate, professional and best-in-class service.
- Manage and nurture a portfolio of performer accounts, building strong relationships with performers, managers, agents and representatives.
- Provide proactive, tailored account management support, ensuring account data and repertoire information is accurate and up to date.
- Support annual account planning for high-profile and high-value clients, helping to deliver agreed activities and account objectives.
- Respond to day-to-day queries professionally and helpfully, in line with agreed service standards and SLAs.
- Lead regular one-to-one meetings with performers and representatives, providing updates and analysis on repertoire data, distributions, airplay, policy changes and international territories.
- Identify and pursue opportunities to promote PPL’s international collections service, supporting member retention and growth of international mandates.
- Keep Salesforce and internal systems updated with accurate records of member interactions, correspondence and actions.
- Work collaboratively across teams to resolve queries, manage disputes and support excellent service delivery.
- Develop and maintain a strong knowledge of music rights, PPL distribution policies and developments within the classical music industry.
- Represent PPL at meetings and events, helping to strengthen relationships across the performer community.
What we’re looking for:
- Experience in an account management, sales, customer service or similar relationship-focused environment.
- Confident communicating with a range of people, able to build trust quickly and comfortable handling detailed information with accuracy and care.
- Proactive, organised and self-motivated, with the ability to use sound judgement, manage priorities and explain complex information in a clear and accessible way.
- A genuine passion for music is important, and an interest in or knowledge of classical music would be particularly valuable.
- Excellent verbal and written communication skills, with the ability to communicate complex information clearly.
- Strong relationship-building skills and the confidence to engage with performers, representatives and industry contacts.
- Good planning, organisation and problem-solving skills.
- A high level of computer literacy, including Microsoft Office; experience using Salesforce or another customer service database would be beneficial.
- A proactive, positive and flexible approach, with the ability to use initiative and work collaboratively.
- A helpful, professional and customer-focused mindset, with the desire to go the extra mile.
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, Inclusivity and Diversity 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.
Member Services - Account Manager in London employer: PPL
PPL is an excellent employer that fosters a dynamic and collaborative work culture, offering employees the chance to engage with major broadcasters while working in the vibrant city of London. With a strong emphasis on professional development, PPL provides ample opportunities for growth and advancement, ensuring that team members can thrive in their careers. The hybrid working model also allows for a balanced work-life integration, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Member Services - Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PPL. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PPL before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Member Services - Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PPL:Your cover letter is your chance to shine! Tell us why you want to work at PPL specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PPL!
How to prepare for a job interview at PPL
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
