Job Description
The Client Liaison plays a key role in delivering a premium experience to our diverse publishing client base. Acting as the first point of contact for client relations, you’ll ensure prompt and effective resolution of queries while proactively fostering client engagement to drive their success. This role is the bridge between our clients and internal teams, championing a client-first approach aligned to the business educational and strategic efforts
Client Relationship Management & Education
* Deliver a seamless client experience, ensuring timely resolution of issues and maintaining clear, consistent communication.
* Act as the primary point of contact for writers, managers, and partners via telephone, email, and Live Chat, ensuring all queries are handled efficiently and routed to specialist teams when needed.
* Collaborate with internal departments to ensure accurate responses and swift resolution of client issues.
* Proactively engage with clients to identify opportunities, optimise their use of our services, and support strategies to maximise royalty earnings.
* Serve as a trusted music publishing advisor, helping clients navigate the evolving music publishing landscape and maximise earnings from their copyright.
Client Experience Enablement
* Work closely with the Client Services team to achieve KPI-driven performance targets and assist the Client Relations Lead in the execution of ongoing initiatives and service improvements.
* Collaborate with internal business units (including Marketing, Copyright, Finance and Sync) to enhance client service, representing clients’ evolving needs in the development of service delivery standards and strategies.
* Collaborate with the Client Relations Lead and Marketing department to plan and deliver client education campaigns and scalable engagement strategies.
* Actively contribute to Client Services team meetings, advocating for client needs and playing a key role in the continuous enhancement of our service delivery standards.
* Share client insights with the Global Sales team to identify potential cross-sell or upsell opportunities. Industry Relations & Client Outreach.
* Represent the company to the highest standard and its values at industry events, fostering relationships with existing and prospective clients while expanding our network of key stakeholders
Qualifications
Skills
* Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally.
* Strong interpersonal skills with a natural ability to build trust and rapport across diverse client types.
* Excellent organisational and time management abilities, capable of handling multiple priorities in a fast-paced environment
* Confident in conflict resolution, problem-solving, and managing client expectations with care and professionalism.
* Fluency in an additional language, preferably German, French, or Spanish, is desirable.
Knowledge
* Demonstrable understanding of the music industry ecosystem and music publishing specifically.
* Familiarity with the evolving global landscape in music copyright and revenue streams.
* Awareness of the different client profiles (songwriters, managers, labels, publishers, libraries) and their unique needs.
* Proficiency in using digital communication platforms (e.g., Live Chat, CRM systems) and collaborating across departments
Attitude
* Passionate about music, with enthusiasm and commitment to supporting and championing emerging artists.
* Client-first mindset, with a proactive and personable approach to service delivery.
* Collaborative and team-focused, with the ability to liaise with both internal and external stakeholders at all levels.
* Resilient under pressure and solution-oriented, able to manage challenges or escalations.
* Curious and committed to continuous learning, staying informed on industry trends, technologies, and evolving client needs.
* Willingness to travel for work and attend live music events as needed.
Experience
* Previous experience in the music industry, ideally with a music publisher, is preferred.
* Experience managing relationships with writers, managers or business partners in the music or creative industries is advantageous.
* Bachelor’s degree in Music, Media, Communications, or a related field is preferred
Additional Information
SET THE TONE WITH US
We have two hearts at Believe - our People and our Artists.
We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our employees with the best environment to thrive.
ROCK THE JOB
* Role can be based in Liverpool or in London
* Hybrid working (3 days in the office)
* Private Health Care
* Pension plan
* 25 days annual leave, + 1 day for your birthday
* Life assurance and long-term disability cover
* Access a digital mental health and well-being platform
* Tailor-made training and coaching program
* Enhanced sickness pay and maternity/paternity cover
SING IN HARMONY
* Ambassador program: an employee volunteering initiative dedicated to all employees interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.
We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.