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Global Community Leader of Release

Il y a 2 mois

Paris, France Believe Temps plein

Company Description

Fondée en 2005, believe est le leader mondial de la distribution audio et vidéo digitale pour les artistes indépendants. C’est en associant des compétences technologiques et artistiques au service de la distribution numérique que le Groupe a fondé son expertise et s’est positionné rapidement comme un nouvel acteur dans le paysage de l’industrie musicale.

Avec plus de 1000 collaborateurs répartis dans 45 pays, le groupe distribue plus d’un tiers de la musique digitale au monde en volume et a réalisé une croissance moyenne annuelle de 30% sur les dix dernières années.

La mission de Believe se résume ainsi: « Best serve and develop all artists with care, transparency, fairness, expertise and innovation, in all local markets around the world”.

**Job Description**:
Believe est à la recherche d’un/e « Global Community Leader of Release & Support » au sein des équipes : Artist Services & Development (AS).

Intégré(e) au département Artist Success et basé à Paris, vous aurez 2 missions principales:

- Accompagner et diriger une équipe de support international spécialisée dédiée aux meilleurs artistes du monde, en améliorant leur expérience client avec Believe.
- Vous serez le point de contact central de l’équipe ASD pour les opérations de diffusion audio et vidéo ainsi que pour résoudre les problèmes opérationnels liés au contenu artistique, au paiement des redevances, aux rapports et à la gestion des droits d’auteur.

Ces missions se découpe de la manière suivante:

- Suivre, analyser et développer notre performance R&S, et s’assurer qu’ils contribuent à notre stratégie commerciale Artist Services
- Participer à construire la bonne organisation et son adaptation locale, Développer notre stratégie de support client international et local
- Mesurer la satisfaction client et d'autres KPIs pertinents grâce à la prise en charge des demandes, la communication avec les clients, les solutions apportées et les SLAs.
- Collaborer à l’enrichissement de nos bases de données interne et externe, en rédigeant des articles et en identifiant de nouveaux sujets pertinents (process, connaissances métiers, outils), dans le but d’améliorer l’autonomie de l'équipe Support ASD.
- Définir les processus et outils nécessaires à un support client de qualité
- Auditer, analyser et optimiser/construire les outils à destination de nos clients et développer des recommandations d’amélioration
- Auditer, analyser et optimiser/construire les processus support client internes en place et développer des recommandations d’amélioration
- Comprendre les spécificités locales et déployer les adaptations locales nécessaires
- Coordonner le déploiement des processus Support client et outils à travers toute l’organisation
- Concevoir les plans de déploiement de produits support client s’assurer de l’adoption complète par nos clients, équipes support et équipes commerciales
- Suivre, coordonner et prioriser les projets impliquant des équipes tierces (Supply Chain, Rights Ops, Finance Ops)
- Être le point de contact central de l’équipe AS pour les opérations de diffusion (audio et vidéo) et pour la résolution des problèmes opérationnels sur le contenu artistique, le paiement des redevances, les rapports, la gestion des droits d’auteur.
- Participer à toutes les initiatives de développement produit impactant nos clients et remonter les besoins clients.
- Assurer la formation et l’intégration de nos artistes sur nos outils Clients développés en interne.
- Gestion d’équipes
- Définir les Indicateurs de performance des processus de support et contrôler la performance en lien avec notre Team Manager
- S’assurer que les demandes de l'équipe sont traitées dans le respect des SLAs et avec une excellente communication.
- Gérer les escalades client.

**Qualifications**:

- Minimum de 5 ans d'expérience dans les opérations de service à la clientèle. Une expérience de management à l’internationale sera appréciée
- Expérience avec des systèmes de service client tels que Zendesk, Salesforce ou autres
- Analyse des tendances du marché
- Excel niveau intermédiaire, rapports, etc. (essentiel)
- Démontre une compréhension approfondie des KPI’s service client
- Capacité à définir et à communiquer les normes et les attentes du service client à toutes les parties prenantes
- Maîtrise de l'anglais et du français

Additional Information

believe s’engage à garantir l’égalité des chances en matière d’emploi, sans tenir compte de l’origine, du sexe, des mœurs, de l’orientation sexuelle, du genre, de l’âge, de la situation de famille, de l’état de grossesse, d'origine, des opinions politiques, des activités syndicales, des convictions religieuses, de l’apparence physique, du nom de famille, du lieu de résidence, de l’état de santé, ou du handicap.

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