Manager, International Member Relations

SoundExchange, Inc.

6d•$95,000 - $114,000•Remote

About The Position

Working closely with the SVP of International, this role will be primarily focused on recruiting, onboarding, and retaining SX performers and Rights Owners who utilize SX International services. This position involves hands-on management of key accounts and stakeholder relationships, managing initiatives internally to attract new members, and increase retention. The Manager will also focus on improving onboarding and support processes for international services. Taking responsibility for activities and leading projects, including special initiatives, ad hoc requests, promoting and education of SX services externally will also be required. The role involves providing data-driven insights to bolster SX’s international collections and support global growth initiatives. It requires coordinating operational tasks for key creators with various departments, analyzing data, delivering reports, and identifying international collection opportunities for SoundExchange members. The successful candidate will collaborate with the SVP International, Senior Manager of International Operations, and other key stakeholders such as Customer Services, Business Intelligence, Industry Relations, and Communications.

Requirements

Experience in relationship management with individuals (members), preferably in the music, arts, or creative industries.
Understanding of key concepts related to music repertoire ownership and copyright is mandatory.
Able to follow data quality standards, metrics, and audit procedures.
Advanced proficiency in data analysis, with experience handling large volumes of data, member databases and strong Excel skills.
Excellent written and verbal communication skills; ability to adapt to diverse audiences and present complex information clearly with confidence.
Exceptional organizational skills, attention to detail, and the ability to multitask in a fast-paced, dynamic environment.
Ability to synthesize complex documentation and apply findings to strategic and operational decision-making.
Strong independent work ethic and demonstrated ability to collaborate effectively across teams and organizational levels.
Bachelor’s degree in arts administration, international relations, data management, or a related field preferred; equivalent experience considered. Graduate degree a plus.
A minimum of five years’ experience in relationship management, onboarding, or client services, ideally within neighboring rights and/or within the music or creative industry.
In lieu of degree, a total number of10+ years work experience in related field will meet the education and related experience requirements listed above.

Nice To Haves

Exposure to analytics, data mining, and process improvement methodologies is a plus.
Bilingual in Spanish, French, Portuguese or another language a plus.

Responsibilities

Lead efforts to recruit new international members, including outreach, engagement, and onboarding activities designed to maximize membership growth and diversity.
Develop and implement retention activities to ensure international members remain engaged and are satisfied with their experience throughout their relationship with the organization.
Develop pitches based on data analysis, market research, etc. to support creator recruitment for international collections.
Proactively plan, manage, and schedule meetings with business managers, lawyers, creators and other relevant stakeholders to promote SoundExchange’s International Services.
Oversee the operational onboarding of newly acquired international members, collaborating with internal departments to deliver a streamlined experience.
Undertake analysis of key client revenue, following through on identified gaps and issues and working with the l team to drive international collections.
Manage ongoing member communications, providing updates on international developments and proactively addressing questions and concerns.
Analyze member data and feedback to identify opportunities for improving recruitment, onboarding, and retention processes and outcomes.
Lead or contribute to projects and initiatives that drive international revenue, operational improvement, and member satisfaction.
Resolve complex member queries and issues related to international, working collaboratively across departments as needed.
Provide internal updates on progress with retention and recruitment work that is being undertaken.
Remove barriers to payment and work across departments to improve processes.