Reporting to the Group Account Director
In a word…
/ As a people person, you have a strong sense of emotional intelligence and can easily communicate with anyone from the most junior to the most senior members of an organization. You move projects forward by understanding the role of the different stakeholders and know what resources to mobilize to achieve a certain result. You partner with various departments within our organization (Business Development, Brand Development, Creative and Senior Direction) and beyond our organization (Agency, Client and Research Partners, Vendors and Contractors) to define strategically sound our clients and manage projects from start to finish. through integration. Your day-to-day responsibilities will be focused on building trusting and lasting relationships with clients, providing a strategic perspective to creative development, managing internal and external projects, and identifying new business opportunities. This position will work from the New York office.
You will be a key member and contributor to the Client Services (CX) department and will report to the Group Account Manager.
About MMM and our commitment against racism
/ Born out of entertainment, Made Music Studio serves all audiences by creating iconic and enduring music and sound. We create culturally connected commercial art. And as a company and individuals, we value respect, belonging and mutual trust.
/ It is a fact that people of color and other marginalized groups are underrepresented in our industry, including at MMS. We are committed to being an anti-racist enterprise that disrupts, dismantles and demands more of individuals, institutions and ourselves. As part of this commitment, our recruitment framework seeks non-traditional talent not defined by education level or corporate experience, but by life experience, background and skills.
About Customer Service (Cx)
/ The Customer Experience team takes pride in leading MMS customer projects from inception through successful delivery and implementation. This involves engaging stakeholders (internal, customers, and partners), building trusting relationships, understanding and anticipating needs, and proactively managing all project communications, planning, and logistics to to always exceed the expectations of our customers. We champion our clients, partners and internal teams and guide the process with the goal of creating lasting work that clients and audiences love.
Your main responsibilities…
Head of Sonic Brand Strategy
/ Through a strategic partnership with the Creative team, ensure that each project successfully demonstrates the value of our work, improves customer experience and meets key brand metrics. Actively participate in internal brainstorming sessions to bring the best possible ideas to Made Music customers.
Head of day-to-day CX operations
/ Support and advise on the day-to-day operations of the Customer Experience team and its active projects – including all necessary account management, project management, strategy development, research support + relevant creative services support . Lead the development of all bridges, timelines, briefs and project planning documents for assigned projects.
Client + Partner Relations Manager
/ Manage client and partner relationships on a day-to-day basis and over time, whether contributing to client strategy, managing deliverables and schedule expectations, reviewing creative and guide decision-making or coordinate production to meet customer deadlines. Present to customers and partners at key meetings.
/ Maintain existing relationships with customers and partners by keeping in touch with their suite of sound elements and/or their needs and how we can work together.
Internal sales development
/ Open up opportunities with existing customers where sound can add value to the customer experience. Lead business development on these opportunities, from anticipating client needs through project signing and completion.
Reports and customer support
/ General office and customer support, including calendar management and working with customer/partner administrators to arrange meetings. Consistently demonstrate ability to successfully transition into problem-solving mode whenever challenges or concerns arise.
Mentoring and team support
/ Proactively seek opportunities to share knowledge and support the continuous learning and growth of team members, with particular attention to junior CX colleagues.
/ 4-6 years of work experience with experience in a preferred creative industry (writing, advertising, agencies, performing arts, PR, media…surprise us)
/ Excellent communication skills. Able to problem solve with colleagues, customers and partners.
/ Passion for music, business strategy, relationship building and big ideas
/ $75,000 – $85,000
Advantages and Benefits
/ This is a full-time position based in the NYC office. Although we work primarily remotely, expect to visit our Financial District office for collaborative hours approximately once a week.
/ 28 PTO days (plus incentive bonuses for using your PTO days) and 5 sick days, regardless of your level of experience or seniority.
/ We cover 50% of your medical, optical and dental plans (and those of your spouse/domestic partner, if necessary).
/ We offer a 401(k) plan with a 3% company contribution after one year of service.
/ 12 weeks of fully paid parental leave (subsidized by paid family leave).
/ We provide our staff with a professional development budget to use for their continuing education.
/ We encourage everyone to participate in our “10% time off” program which allows our staff to work on areas outside of their traditional duties.
/ We offer annual reviews and semi-annual audits where promotions, raises and merit bonuses are discussed.
/ Made Music Studio is a 100% vaccinated team. Employees must be fully vaccinated against COVID-19 unless they have a medical exemption. If they are eligible, a reminder is also required.
/ We provide a welcoming and tolerant environment for all.
/ All applicants must be authorized to work in the United States. MMS is unable to sponsor immigration or work visas.
We would love to meet you, if you are interested! Email Denes Kane at [email protected] and we will get back to you. Please note that due to the large number of applications, we will only respond to those selected for an interview.