Director Customer Experience And Operations

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President • Ivry-sur-Seine

Dernière mise à jour: il y a 11 heures

MISSION

The Chief of Staff to the Global Head of Music ensures operational efficiency and clear decision-making by managing priorities, optimizing processes, and facilitating communication. This role enables leadership to focus on high-impact initiatives by ensuring the right information flows to the right people at the right time while maintaining accountability across teams.

ABOUT THE ROLE

The Chief of Staff to the Global Head of Music is a trusted advisor and operational enabler responsible for ensuring efficiency in decision-making, managing priorities, and optimizing processes to support the Global Head of Music's day-to-day operations. This role ensures that the right information reaches the right people at the right time, allowing leadership to focus on high-impact decisions without being burdened by operational bottlenecks.

The Chief of Staff also plays a pivotal role in facilitating communication across teams and maintaining accountability for ongoing projects and commitments.

Success in this role requires exceptional prioritization skills, the ability to anticipate needs, and ensure seamless coordination with relevant teams in a fast-paced environment.

KEY RESPONSIBILITIES

Project & Operational Management

• Lead or support the delivery of projects with Central and local (UK, DE, FR) teams ensuring timely alignment with company objectives.
• Support the Global Head of Music in managing responsibilities as President of FR, UK, and DE, ensuring smooth execution of key initiatives.
• Track project milestones, dependencies, and risks, proactively addressing roadblocks to maintain momentum.
• Ensure the Global Head of Music's involvement is focused on high-impact initiatives, filtering and managing tasks that do not require leadership oversight.
• Maintain visibility on key priorities, keeping leadership informed while ensuring teams are aligned and accountable.
• Design and continuously improve business rhythms including GM calls, team meetings, and SteerCo pre-alignments.

Meeting & Agenda Management

• Ensure all meetings have a clear purpose with well-prepared agendas and materials.
• Facilitate productive discussions ensuring decisions are well-documented and next steps are clearly defined.
• Follow up on action items, track accountability, and ensure completion.
• Represent the Global Head of Music in meetings when necessary, providing updates and feedback.
• Design and implement processes to manage and qualify incoming external meeting requests efficiently.

Communication & Alignment

• Ensure seamless communication between the Global Head of Music and various teams, fostering collaboration.
• Act as a liaison between the team of the Global Head of Music and department heads.
• Prepare and manage executive reports, presentations, and internal/external communications to drive transparency and engagement.

QUALIFICATION & SKILLS

• 5-7 years of experience in project management, business operations, consulting, or a similar role.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent communication and stakeholder management skills.
• Experience in fast-paced, high-growth environments.
• Ability to synthesize complex information and provide actionable insights.
• Proficiency in project management tools and data analysis tools (e.g. Excel, Tableau).

SET THE TONE WITH US

Working at Believe means having individual and collective impact in a fast-growing company! At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry.

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us with daily opportunities to connect with our colleagues all over the world.

We have two hearts at Believe: our People and our Artists.

We believe in THE POWER OF OUR PEOPLE who grow every day to develop their potential. We aim to provide our Believers with the best environment to thrive.

ROCK THE JOB

• Tailor-made training and coaching program
• Remote working policy
• A wellness program with many activities and animations in-house
• Access to Eutelmed, a digital mental health and wellbeing platform that allows you to speak with an experienced psychologist
• A healthy and eco-responsible company restaurant
• Individual or family health insurance
• CSE benefits
• A rooftop
• A gym with free classes

SING IN HARMONY

Ambassador program: an employee-volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing, and the planet.

Implementation of the sustainable mobility package: Forfait mobilit durable

Reimbursement of up to 600 for public transport/low carbon footprint

5 calendar days 2nd parent leave with 100% pay (in addition to the legal paternity or adoption leave)

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

Remote Work: Employment Type: Full-time

Key Skills

Compliance Management, Customer Retention, Quality Assurance, Customer Service, Extensive Knowledge, Account Management, Front Office, Telephone Calls, Needs Analysis, Cold Calls, Business Relationships, Customer Complaints, Sales Goals, Sales Process, New Clients

Experience: 5-7 years

Vacancy: 1