Senior Manager, eCommerce Fan Services - Philadelphia, 19109

Senior Manager, eCommerce Fan Services - Philadelphia, 19109, United States of America

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within Famehouse and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How We LEAD:

Famehouse is seeking a Sr. Manager, eCommerce Fan Services. This person will be responsible for ensuring the effective day-to-day execution of customer service operations while acting as a key liaison between client/artist teams, internal teams, vendors, and international partners. This role focuses on operational excellence, clear communication, and delivering a consistent, high-quality customer experience.

How You’ll CREATE:

• Ticket Handling & Operations

  • Ensure customer inquiries are handled accurately and within established service-level expectations.

  • Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods.

  • Drive consistent adoption of customer service policies across agent teams.

  • Communicate policy updates and operational changes clearly and efficiently to agents.

• Stakeholder Communication and Management

  • Lead weekly check-ins with key stakeholders to review customer service performance and trends.

  • Partner with client management to review and create polices and customer communication as needed

• International Coordination

  • Collaborate with international customer service teams to resolve escalated issues and align on policies.

  • Support a globally consistent and cohesive customer experience across regions.

• Reporting & Insights

  • Compile and distribute weekly customer service performance and status reports to stakeholders.

  • Proactively share customer insights, recurring issues, and operational risks to inform decision-making.

  • Support the development of customer service presentations and ad hoc reporting as needed.

Bring Your VIBE:

• Strong verbal and written communication skills.

• Exceptional leadership skills with the ability to coach and drive results

• Ability to recognize situations that need to be escalated

• Independent thinker; able to make meaningful decisions based on each situation.

• Excellent follow-up skills and 100% follow through on commitments.

• Result and action-oriented, resourceful and efficient

• Strong work ethic, highly motivated, upbeat personality, team player.

• Ability to analyze and report on trends and issues.

• Strong computer skills; Microsoft Office, Internet search skills.

• Bachelors Degree in business or related field preferred

• 3+ years management experience

• 5+ years customer service experience

• As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs