About SoundExchange

Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator‐focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital performance royalties – more than $13 billion – on behalf of over 800,000 creators and rights owners. 

Title: Manager, International Member Relations Manager
Department: International Operations 
Job Location: Washington, DC or anywhere (Continental US)
Report to: SVP International 
Supervisory Role: No
FLSA Status: Exempt

Position Summary:

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. 

Essential Functions:

• 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.

Required Knowledge, Skills, Abilities (KSAs):

• 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 clear