Music Service Coordinator

Coordinate and monitor service delivery of VAS managed services:

• Assign, coordinate and follow up service delivery tasks with Content Specialists to meet periodic content updates deadlines
• Work closely with technical team (delivery coordinator and operations) to ensure the suitable support for content processing, delivery and publication.
• Provide recommendations to improve service delivery and / or increase content sales (number of downloads, number of subscribers, etc) and maximize its profitability.
• Obtain sales report information on time from customers.
• Produce weekly service reports (sales information, marketing campaigns information, incident status, open action points, etc).
• Arrange service delivery follow up meetings with customer to discuss action points and open issues to improve the service.
• Keep Service manager and operations team up to date about service status and possible improvement actions according to the feedback provided by customer.

Manage incidents resolution and process customer requests:

• Troubleshoot and resolve non-routine customer complaints and requests.
• Analyze service delivery incidents, assign them to the suitable party (customer area, Qanawat area), and follow up so they are solved on time.
• Ensure that every incident originator is notified about incident / request resolution.
• Escalate the suitable issues to Service Manager for their negotiation / solution with the corresponding customer area.

Coordinate marketing campaigns execution:

• Notify customer about possible marketing campaigns to be launched to maximize content sales and increase subscriber base.
• Provide inputs and directives obtained from customer to Service manager that will design marketing campaign: messages, contents, creativity, time, etc.
• Coordinate marketing campaigns execution with the customer and obtain the results that will be submitted to Service manager for analysis.
• Present campaigns results and conclusions to customer (as part of service delivery report) providing the suitable recommendations and action points for future marketing campaigns.
• Sourcing advertising opportunities and placing adverts in the press - local, regional, national and specialist publications - or on the radio, depending on the organization and the campaign and managing the production of marketing materials, including leaflets, posters, flyers, newsletters, e-newsletters and DVDs
• Monitoring competitor activity
• Supporting the marketing manager and other colleagues.