Basis: Permanent

Location: Hertford

Hours of Work: Monday – Thursday 9am-6pm, Friday 9am – 5pm, flexibility is sometimes required

Reporting to: Global Sales Director

The company

Music Concierge is an award-winning, global music consultancy service for luxury brands, high-end retail, leading restaurants, bars, member clubs, boutique hotels, spas and other sophisticated branded environments.

The company’s creative team supervises the signature sound of its clients, designing and managing music playlists which are distributed via broadband using our parent company’s hardware and technical infrastructure.

We design and supply high quality bespoke playlists to individual destination sites, or to groups with 15, 30, 60 or more sites. We provide music across the globe to businesses in UK, Europe, Africa, Middle East, South East Asia and beyond.

We are a creative business based on passion, knowledge and know-how. We choose to work with inspiring, forward-thinking brands who want to sound different. We strive to bring a new depth to the sensory experience of each of those brands and deliver a highly professional service. We employ the highest levels of attention to detail and building long lasting, great client relationships are at the heart of what we do.

Music Concierge’s reputation and exclusive position in the industry means that its clients include many iconic luxury brands, leading fashion retailers, and destination hotels including: Park Hyatt, Mulberry, Four Seasons, Duck & Waffle, One&Only Resorts, Nobu, Dunhill, Cathay Pacific Airlines, Nikki Beach, Dishoom, ESPA The Upper House, Harvey Nichols, Sushisamba, Orlebar Brown, Hotel Indigo.

The role

We are looking for a passionate Account Manager who loves the type of clients we work with and the service we offer to create long-term, trusting relationships. The Account Manager’s role is to oversee a portfolio of assigned clients within the UK and wider global regions, cultivate these relationships to develop new business opportunities by offering the highest levels of support and actively assist the sales team in winning new opportunities through the introduction of the Music Concierge service.

Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and communicating all developments within the account to the wider Music Concierge team. Account Managers also answer client queries as necessary and ensure there is regular and proactive contact. In this role, you will liaise with cross-functional internal teams (including Client Services, Technical Support and Music departments) to improve the entire customer experience. This position may require occasional travel to some of our fantastic client locations.

If you are excited about our service and the amazing clients that we work with, are familiar with account management software (CRM), have a flair for client communication and understand client behaviour, we’d like to meet you!

Candidates for this role will have a flair and unstoppable enthusiasm for all things music related and a preferably good knowledge of all (or any of) the hospitality, food & beverage and retail industries. Ultimately, a successful Account Manager should collaborate with our sales team to achieve quotas while keeping our clients very happy and engaged with our products and services in the long-run.

Key Responsibilities

Operate as the lead point of contact for any and all matters specific to your clients

Build and maintain strong, long-lasting customer relationships

Oversee the client account management, including assisting the sales team in negotiating contracts and agreements to maximize profit

Initiate the handover from the sales team to internal implementation teams, including providing the initial briefs to the lead creative consultant and installations team as necessary

Ensure the timely and successful delivery of our service according to client needs and objectives

Develop trusted advisor relationships with key accounts, client stakeholders and associated partners & suppliers

Assist with challenging client requests or issue escalations as needed, including monitoring and assisting with remittance as necessary.

Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Develop new business with existing clients and identify any areas of service improvement that would allow for additional opportunities within the existing client base

Forecast and track key account metrics and pass to the sales team as necessary to assist with business development

Prepare reports on account status for internal and external use

Collaborate with sales team to identify and grow opportunities within territory

Key Attributes

You must have a passion for our business and the types of clients we work with.

Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role

Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level

Solid experience with CRM software (e.g. Salesforce, Zoho CRM or MS Dynamics) and MS Office (particularly MS Excel)

Experience delivering expertly tailored client-focused solutions to customer needs

Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail

Demonstrable knowledge of the hospitality, F&B and retail industries is desirable

In depth knowledge of music recordings and/or the music industry is preferable

Excellent listening, negotiation and presentation abilities

Strong verbal and written communication skills

BA/BS degree in Business Administration, Sales or relevant field