Overview

We are seeking a Client Operations Manager to join our dynamic team at Sentric Music. The successful candidate will be responsible for overseeing the client onboarding process, managing key publishing partnerships and ensuring seamless communication across internal teams to optimise client performance. Additionally, the role involves building, leading, and developing the Client Operations function, including managing people, streamlining/developing processes and driving continuous improvement. This is an exciting opportunity for a highly organised, results-driven individual with a passion for the music industry.

Responsibilities

• Build, lead, and develop the Client Operations function, establishing and nurturing a high-performing team.
• Manage and mentor team members, fostering a culture of growth, learning and accountability.
• Develop, implement and continuously refine operational processes and workflows to increase efficiency and improve client outcomes.
• Collaborate with senior leadership, client relations and business development to align client operations with broader business objectives and identify opportunities for continuous improvement.
• Oversee the client onboarding process for key clients and integrations from deal signature through to the first royalty receipt, ensuring a smooth transition for clients.
• Manage large publishing partnerships, including co-publishing agreements and joint ventures, ensuring alignment with business objectives and client satisfaction.
• Oversee the client performance of the complete client roster in collaboration with the Rights, Royalties, and Revenue Optimisation teams.
• Coordinate performance data for client renewals, ensuring timely and accurate reporting.
• Develop metrics to advocate for performing clients and consideration of upselling opportunities.
• Champion the client’s user experience, providing feedback and insights to internal teams to help shape product development and enhance service delivery.
• Prepare key-client quarterly business reviews, showcasing performance metrics, progress, and future opportunities for growth.
• Work closely with the Client Relations team to support and enhance overall client performance and satisfaction.
• Lead and manage multiple projects simultaneously, ensuring on-time delivery, high-quality output and successful collaboration across teams.
• Utilise strong data skills to analyse client performance, identify trends, and present actionable insights to support decision-making and client strategies.
• Actively seek opportunities to collaborate with the Revenue Optimisation teams to enhance client royalties and drive business growth.
• Maintain exceptional communication skills, ensuring clarity and consistency in both internal and external correspondence.
• Demonstrate exceptional stakeholder management both internally and externally, ensuring strong, positive relationships across teams and with clients, partners, and third-party stakeholders.
• Act as a key liaison between departments, ensuring that client needs are effectively communicated and addressed.
• Be a key team player, collaborating with cross-functional teams to deliver high-quality client service and achieve operational goals.

Qualifications

• Proven experience in client operations, client management, account management, copyright, royalties, onboarding or team leadership within the music publishing or related industries.
• Exceptional communication and interpersonal skills, both written and verbal.
• Strong project management capabilities with the ability to manage multiple tasks and priorities.
• Excellent data analysis skills with a keen eye for detail and a logical approach to problem-solving.
• Experience in managing and developing teams, with a focus on performance, growth and operational efficiency.
• Demonstrated ability to manage large partnerships and build strong client relationships.
• A collaborative mindset, with a strong commitment to team success and client satisfaction.
• Knowledge of publishing systems and an understanding of royalties, revenue optimisation and rights management is preferred.

Additional Information

• ROCK THE JOB: Role can be based in Liverpool or in London
• Hybrid working (3 days in the office)
• Private Health Care
• Pension plan
• 25 days annual leave, + 1 day for your birthday
• Life assurance and long-term disability cover
• Access a digital mental health and well-being platform
• Tailor-made training and coaching program
• Enhanced sickness pay and maternity/paternity cover

We are committed to having a workforce that is representative of the community it serves and welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.