Member Services - Account Manager

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.

Job description

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.
• Act as a dedicated point of contact, providing tailored support across repertoire, distributions, airplay analysis, international collections, account updates and day-to-day queries.
• 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.
• Confidence 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.

Benefits

• 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.