Senior Director, Customer Relations (Hybrid)

POSITION SUMMARY

Manages and coordinates departmental objectives to protect and grow revenues from our existing licensee base. Plans monthly and daily work objectives of Customer Relations team members to ensure productivity and customer service levels are met and/or exceeded.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.

FUNCTIONS OF THE JOB

• Leads Customer Relations team to ensure that the respective revenue goals and service level thresholds are met.
• Conducts call reviews, side-by-side real-time coaching sessions and offline audits to ensure consistent messaging and best practices.
• Reviews department and team member caseloads to identify and correct missed opportunities, reduce churn, and resolve delinquent balances.
• Maintains dashboards with up to date, relevant data used to drive business decisions.
• Effectively leads long-term strategic projects and represents the business area in ongoing VCP projects to achieve departmental and corporate goals.
• Resolves customer concerns in escalated situations.
• Understands and owns the hiring process and onboarding, along with ensuring training content is up to date.
• Collaborates with operations, sales, accounting, IT, distribution and finance teams to improve customer experience and drive revenue growth. 
• Performs reporting and analysis to drive business decisions.
• Assists with writing requirements and test scenarios along with participating in user acceptance testing, logging defects, and coaches team members that are responsible for technology enhancements.
• Identifies knowledge gaps on the team and develops refresher training and delivers content.
• Creates engaging team meeting agendas, content, and follows through to delivery.
• Maintains business area SharePoint content within Licensing.
• Identifies production or knowledge gaps with team members and implements a coaching plan with effective feedback and documentation.
• Track and communicate departmental changes to area AVP in a timely manner.
• Understands department budget and adjusts work allocation to achieve revenue growth goals.
• Highly involved in creating ideas for new initiatives and programs to help team engagement and revenue growth.
• Develops team production schedule while identifying ways to improve the process and gain efficiency.
• Creates opportunities for team member development and growth.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

Supervisory Responsibilities: Directly supervises departmental employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS

Education: Bachelor’s degree or equivalent required. Business Management major preferred.

Experience: Minimum 8 years’ customer service, sales, negotiation and/or collections experience required. Prior supervisory experience required. Contact center management experience preferred.

SKILLS & ABILITIES

• Goal-driven people leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.
• Proven track record of streamlining processes and workflows to increase efficiency
• Strong supervisory and leadership skills
• Strong knowledge of customer relations tech stack.
• Exceptional communication skills, written and verbal, including ability to deliver public presentations to various levels of management with the ability to adjust to the audience.
• Able to work independently with good judgment in a fast-paced, dynamic environment.
• Able to collaborate and work well with a team
• An innovative thinker with demonstrated ability to generate workable solutions and resolve issues. 
• Strategic thinker with the ability to develop and execute long-term plans.
• A high level of enthusiasm for building business and overcoming obstacles.
• Must be familiar with new technologies, especially as they relate to BMI’s business.
• Quality and customer focused with the ability to provide on time feedback to team members to improve the customer experience.
• Must have a deep understanding of payment management systems and collections processes.
• Strong interpersonal skills; ability to establish good working relationships internally and externally, including strong negotiation and conflict management skills.
• Exemplary planning and organizational skills, along with a high degree of detail orientation.
• Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce.
• Contact center knowledge and best practices, including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite.
• Experience managing to call center KPI’s and workforce management metrics.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:

• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor.

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