Customer Delivery Manager
POP is the UK’s leading FilmTech startup. Recently acquired by Entertainment Partners with offices based in London & New York City.
Over the past six years our game-changing, cutting edge technology has cast, booked and paid background artists on box office blockbusters such as; Spectre, The Crown, Star Wars VII: The Force Awakens, Wonder Woman, Darkest Hour and many more - we are not stopping there!
Recently acquired by US business Entertainment Partners, we are powering ahead with our goal to revolutionise the industry with our vision is to create a smarter fairer future for entertainment.
This is an incredible time of growth for POP and the entertainment industry. We are growing our Delivery & Customer Success team in the UK to introduce cutting edge technology to the world of Film & TV. Our aim is to take this industry to the next level with digital transformation and replace the manual processes of the past with future facing technology.
We are focused on delivering great user value to productions, casting agents, artists and crew by removing the headache of friction-filled on and off set processes.
The Customer Delivery Manager is responsible for the successful onboarding of Production Company clients to POP’s Production Portal, enabling entertainment production companies to translate their manual workflow into an efficient digital business process on our platform.
The role owns all aspects of the end to end delivery process for clients including technical solution design, implementation, project management, client communications and expectation management. The role enables product adoption growth and increased client value from POP’s technology through a constant focus on client success, efficiency, innovation and optimisation of solutions and processes.
Own onboarding and implementation delivery for new and existing clients of the Production Portal to ensure an outstanding customer experience with POP
Understand our clients’ business objectives and workflow and confidently lead them through the digital journey to adopt new ways of working and get full value from the product
Manage all aspects of the delivery process including solution scoping, design, implementation, project milestones and stakeholder management, meeting KPIs and handover to Customer Success
Be the primary point of contact for clients throughout onboarding, owning client communications, expectation management and negotiating project deliverables
Identify opportunities to optimise solutions and processes that enable scale, provide feedback to internal stakeholders and take action to implement improvements
Contribute to shaping future product and solutions through innovation, running fast test and learn cycles and collaboration with internal teams
What you need for this role:
You - Working in a fast-paced, entrepreneurial, results-oriented culture REALLY excites you. Charming, persuasive, smart and able to think on your feet, you can keep people on side and know how to deal with all types of people, some of them challenging! Robust, positive and organised, you will be experienced at managing client relationships and expectations and up for leading your clients on a journey.
Industry Awareness – Similar experience in a SaaS business focused on digital transformation would be beneficial. An understanding of the processes and issues relevant to the TV and Film industry would also be beneficial. This ranges from job knowledge to an appreciation of complex issues and trends that may arise, being sensitive to them but confident in finding the best solution.
Awesome at building relationships – You have the ability and willingness to develop a range of productive relationships both inside and outside the team, you enjoy getting the best out of people! Analytical with attention to detail - You have excellent analytical problem solving skills, attention to detail with ability to see the bigger picture. You are used to managing and improving processes and initiating broader improvements across teams.
What you will receive:
- A fun, friendly and supportive working environment with an established and creative team who are truly unique and invested in our vision
- Competitive salary and 24 days holiday
- Flexible working - Currently remote from home, with an office space in Shoreditch for you to use if you wish
- Perkbox benefits (healthcare, discounts etc after successful passing of probation)