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About the Role

As Continuous Improvement Lead, you will shape and deliver practical improvements across Member Services, enhancing operational efficiency and member service quality. This cross-functional role involves using operational insight, data, and stakeholder feedback to identify opportunities, prioritize improvements, and implement changes.

Responsibilities

• Lead the Member Services continuous improvement agenda, ensuring opportunities are prioritized, shaped, and delivered in line with operational priorities, member needs, and business objectives.
• Manage the improvement pipeline from idea through to implementation, translating operational insight, data, and stakeholder feedback into clear scopes, business cases, and delivery plans.
• Deliver practical process, system, and service improvements that increase efficiency, reduce risk, improve quality, and strengthen the experience for members and colleagues.
• Advise on Member Services requirements within Salesforce, ADP, automation, and AI initiatives, ensuring operational needs are understood, tested, and embedded effectively.
• Oversee governance for key Member Services processes, guidance, forms, and knowledge content, supporting clear ownership, version control, review cycles, and consistent application.
• Develop data-led insights and success measures that demonstrate the impact of improvements on service quality, efficiency, risk reduction, rework, and the member experience.
• Manage cross-functional engagement, workshops, and feedback activity to align stakeholders, agree on practical solutions, and support effective adoption of change.
• Deliver clear updates, recommendations, and decision papers that support informed decision-making by senior leaders, governance forums, and relevant boards.

Requirements

• At least three years' experience delivering continuous improvement, project management, operational change, or process improvement activity.
• Experience managing improvement work from discovery and requirements gathering through to implementation and adoption.
• Strong planning, organization, and governance skills, with the ability to manage priorities, risks, and dependencies.
• Confident using data, feedback, and process insight to identify issues, shape recommendations, and evidence change.
• Strong stakeholder engagement skills, with the ability to influence, facilitate, and align operational, technical, and specialist colleagues.
• Comfortable working with business systems, reporting tools, process governance, data quality, and controls.
• PRINCE2 qualification or practical experience working with Agile/Scrum methodologies.
• People management experience, including supporting, coaching, or developing direct reports.

Skills

• Salesforce
• Microsoft 365
• AI
• Automation
• Product roadmaps

Location

• London

Work Type

• Hybrid
• Permanent
• Full-time

Experience Level

• 3+ years experience

Benefits

• Hybrid working and flexible working hours.
• Work from anywhere in the world for up to 2 weeks per year.
• Early finishes on Fridays in the summer months.
• Private medical insurance, life assurance and health cash plan.
• Annual allowance to claim back funds spent on your favourite music activity.
• Free healthy breakfasts and fresh fruit every day.
• Exclusive retail and gym discounts to support your wellbeing.
• Season ticket loans.
• Regular socials and music industry related events.
• Annual bonus, which is non-contractual.

About the Company

• PPL’s Member Services team is the primary point of contact for our members, delivering a proactive, high-quality service that supports them at every stage of their journey with PPL.
• The team actively recruits new members, represents PPL at industry events, and responds to member enquiries, ensuring accounts are accurate and up to date so members can confidently receive the royalties they are entitled to when their music is played.
• Our team is passionate about music and committed to providing an excellent experience for performers and recording rightsholders alike, helping to ensure they receive the rewards they deserve for their talent and investment.

Equal Opportunity

• At PPL, we believe in fairness and in creating a work environment that respects all lived experiences.
• We are proud to represent musicians and performers from every section of society and are committed to cultivating a workplace where everyone feels welcome, and happy in a safe and trusted space.