Client Service Manager

Stellar Entertainment is the world’s longest established inflight entertainment (IFE) service provider delivering content and technical solutions to airlines around the globe. Stellar curates and manages the full spectrum of inflight entertainment including movies, television, music, podcasts, cabin announcements, boarding music and more. We have offices and state of the art production studios in Sydney, Los Angeles, Kuala Lumpur, Singapore and Hong Kong.Job DescriptionRole and ResponsibilitiesWe are looking for a proactive, detail-oriented, and client-focused Client Service Manager to join our team at Stellar Entertainment.In this role, you will be responsible for managing key airline client relationships, overseeing the end-to-end delivery of inflight entertainment (IFE) content, and ensuring exceptional service across every stage of the media lifecycle.Working closely with internal programming, acquisitions, operations, and commercial teams, you will help shape and execute content strategies spanning movies, television, music, podcasts, and more.The ideal candidate is an excellent communicator and natural relationship builder who thrives in a fast-paced environment, can manage multiple priorities, and consistently delivers high-quality work against tight deadlines.Primary Responsibilities includes:Client Relationship ManagementServe as the primary point of contact for airline clients, building strong, trusted relationships and ensuring exceptional client satisfaction.Proactively manage client expectations, communicate updates, and identify opportunities to enhance the overall client experience.Represent Stellar Entertainment professionally in client meetings, presentations, and strategic discussions.Content Programming & StrategyCollaborate with Stellar's programming and acquisitions teams to curate engaging monthly inflight entertainment programmes across film, television, music, podcasts, and other content categories.Support content selection and licensing strategies that align with client objectives, passenger demographics, budgets, and market trends.Identify opportunities to enhance content offerings and deliver added value to airline clients.Project Management & Content OperationsOversee the end-to-end content lifecycle, collaborating with various teams on timelines, deliverables, and operational requirements to ensure accurate and on-time delivery.Work cross-functionally with internal teams and external partners to ensure seamless execution of monthly content cycles.Proactively identify risks, resolve operational challenges, and maintain consistently high service standards.Stakeholder & Partner ManagementBuild and maintain strong working relationships with content distributors, hardware vendors, technical labs, and other industry partners.Coordinate with internal and external stakeholders to ensure alignment on priorities, deliverables, and timelines.Manage escalations effectively, ensuring issues are resolved promptly and professionally.Financial & Commercial ManagementMonitor client budgets, track financial performance, and ensure alignment with agreed commercial objectives.Coordinate invoicing and support accurate financial reporting.Quality Assurance & Continuous ImprovementMaintain high standards of quality and accuracy throughout the content delivery process.Identify opportunities to streamline workflows, improve operational efficiency, and enhance client satisfaction.Take ownership of resolving service or delivery issues and implementing preventative measures.Reporting, Analytics & PerformancePrepare and present weekly and monthly client reports, highlighting operational performance, key milestones, and areas for improvement.Monitor key performance indicators (KPIs), including on-time delivery, content quality, and turnaround times.Leverage internal analytics platforms and third-party data sources, such as Parrot Analytics, to evaluate content performance, identify audience trends, and develop data-driven programming strategies.Who you’ll work withStellar is a global business with a close-knit team that works hand in hand across our international locations. We are proud of the inclusive and collaborative company culture we have created together with our team.We are looking for candidates who share our values and our excitement for inflight entertainment and thrive in a team-oriented and respectful environment that celebrates a hands-on attitude and each individual’s success.Desired skills and qualificationsAt least 3 to 5 years’ experience in a similar roleDeep understanding of the media and content landscape, local and internationalSuperb relationship and key stakeholder managementCan manage external suppliers and deliverables, across international locationsAdvanced Microsoft Excel and Microsoft 365 skillsFierce multitasker and can manage strict deadlinesExcellent communication skillsFlexible and a quick learnerHigh attention to detail, hands-on mentality and can work well under pressure