OPERATIONS AND PROCESS OPTIMISATION: ◦ Address music distribution-related issues and meet SLAs consistently. ◦ Lead process automation and AI implementation initiatives to reduce manual work and improve accuracy. ◦ Design, implement, and optimise processes for efficiency. ◦ Auditing and updating music metadata. ◦ Manage internal and external Knowledge Base. ◦ Implement feedback gathering and analysis procedures. ◦ Processing royalty statements in a regular basis. CUSTOMER EXPERIENCE MANAGEMENT: ◦ Track and analyse customer experiences across channels, devices, and touchpoints. ◦ Identify customer needs and proactively ensure positive experiences. ◦ Deliver exceptional user support. Respond to customer queries in a timely and effective manner, meeting quality benchmarks. ◦ Align customer experience strategies with marketing initiatives and communicate new product features to customers. COLLABORATION AND COMMUNICATION: ◦ Collaborate with product and marketing teams to enhance customer services and brand awareness. ◦ Manage cross-team internal communication flow to optimise efficiency. ◦ Document processes and technical issues. MARKETING AND ENGAGEMENT: ◦ Manage the marketing communications funnel to optimise engagement. ◦ Implement global marketing campaigns. ◦ Nurture the user base through the creation of weekly newsletters and blog content.