Director, eCommerce Fan Services at Universal Music Group

Philadelphia, Pennsylvania, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Music, Entertainment, eCommerceIndustries

Requirements

Strong communication skills, both verbal and written
Exceptional leadership skills with the ability to coach and drive results
Ability to recognize situations that need to be escalated
Independent thinker; able to make meaningful decisions based on each situation
Excellent follow-up skills and 100% follow-through on commitments
Result and action-oriented, resourceful and efficient

Responsibilities

Provide guidance and coaching for Fan Services team members embedded in the cross functional pods to ensure consistent support and communication standards
Lead cross-functional customer support to ensure fan to label feedback loop is consistently monitored and maintained
Develop, implement and track key metrics and KPIs to ensure consistent and progressive team performance
Oversee and ensure on-time and correct proactive consumer messaging regarding order status or product changes
Collaborate cross-functionally to track and analyze escalated fan issues to inform policy updates and capture resolution insights for ongoing best practices development
Help maintain, update, and develop customer service policies that support business growth and evolving operational needs, while ensuring ongoing alignment with fan expectations and business priorities
Partner with Operational Department Leads to develop enhanced and streamlined team workflows that will drive innovation and efficiency
Identify and implement tools to enhance and improve team workflows
Work to develop and continually improve on artist tone and voice guidelines for communicating with fans to ensure highest quality of support
Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization
Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business

Skills

eCommerce

Customer Service

Team Leadership

Operations Management

Fan Engagement

Strategy

Coaching

Cross-functional Collaboration

Merchandising

Fulfillment

Universal Music Group

Global music recording, publishing, and distribution

About Universal Music Group

Universal Music Group (UMG) operates as a major player in the global music industry, engaging in recording, publishing, and distribution across over 60 countries. The company works with a wide range of clients, from famous artists like Elton John and Taylor Swift to new and independent musicians. UMG's operations include selling physical and digital music, streaming services, licensing music for various media, and organizing live performances. The company signs artists to contracts, produces their music, and manages their publishing rights, while also offering marketing and promotional services to help artists expand their reach. UMG generates revenue through multiple channels, including music sales, streaming subscriptions, licensing fees, live performances, and merchandise. This diverse approach allows UMG to maintain its leadership position in the music market by providing comprehensive support to artists and capitalizing on various revenue opportunities.

Santa Monica, CaliforniaHeadquarters

1934Year Founded

$3,890.9MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Salary

401k

Flexible PTO

Medical, dental, visiion insurance

Student Loan Repayment Assistance & Tuition Reimbursement

Well-Being Allowance

Risks

Legal battle with Drake over 'pay-for-play' could harm UMG's reputation.

Downtown Music acquisition may face regulatory scrutiny, delaying expansion plans.

AI partnership with Amazon may not fully address evolving AI content challenges.

Differentiation

UMG leads the music industry with a diverse global presence in 60+ countries.

UMG's artist-centric streaming model enhances engagement and revenue for musicians.

UMG's strategic partnerships, like with Amazon, bolster innovation and content protection.

Upsides

UMG's acquisition of Downtown Music boosts its independent music sector presence.

Partnership with KLAY Vision positions UMG as a leader in AI-driven music innovation.

Collaboration with WPP enhances UMG's marketing capabilities and global reach.

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