Director, eCommerce & Artist Services

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How we LEAD:

Merchandise and commerce are a part of the fabric of music culture. For artists, it’s a way to develop and further articulate their brand. For fans, it’s another pathway to connecting with an artist and the culture they represent.

Mercury Records and Famehouse are seeking a driven individual to join our teams as a Director, eCommerce & Artist Services. This role will report into Famehouse, but will be deeply embedded into Mercury’s operations and based out of the label’s New York office. Leading a cross-functional team of D2C experts, you’ll drive global eCommerce planning & campaign management across Mercury’s artist roster, collaborating closely with the label, Bravado, and key groups across UMG to deliver amazing D2C experiences for Mercury, their artists, and—most importantly—their fans.

How you’ll CREATE:

• Act as the eCommerce lead for Mercury & their artists:
  • Lead Famehouse’s day-to-day partnership with Mercury, cultivating strong trust and working relationships across key label partners (PMs, digital, senior leadership, etc.)
  • Providing expertise in D2C best practices & selling through strategies to achieve larger label-wide & project-specific goals, across both music & merchandise.
  • Engage directly with artist teams to sell through eCommerce proposals and to deliver against plans.
  • Work closely with Mercury, Bravado brand managers, and creative lead(s) to ensure ongoing store activity is aligned into broader artist development goals, both on- and off-cycle.
  • Drive label engagement and implementation of core D2C initiatives.
• Drive eCommerce revenue, calendar & campaign planning & execution
  • Lead store planning, campaign planning and management across Mercury’s eCommerce rights, developing rolling 12mo+ plans to achieve revenue & other artist goals.
  • Track performance against goals by campaign & store, proactively identifying opportunities to improve & adjusting plans based on performance insights
  • Work across Mercury, eCommerce, merch rights owners (ROs), international, and other center teams to facilitate collaboration between appropriate stakeholders across programs, ensuring teams are briefed and integrated appropriately from planning through to execution and fulfillment.
  • Report back to Mercury, REPUBLIC Collective, and Famehouse leadership on store, campaign, and label-level performance, in addition to ongoing activity & status reporting.
• Lead a cross-functional team to deliver against Mercury & Famehouse’s KPIs:
  • Foster a positive, collaborative, and trusting environment of mutual respect and support across internal FH partners supporting Mercury’s business (creative, merchandising, store management, operations, production, etc.).
  • Ensure the team operates efficiently in tight unison, so we deliver the highest service level to the label and their artists
  • Ensure we are leveraging the right FH & UMG capabilities for each project to maximize impact for the label & artist, pulling individual team members & experts directly into conversations when appropriate.
  • Liaise with Finance teams across eCommerce programs, including managing campaign P&Ls.
  • Ensure eCommerce program compliance with UMG and eCommerce policies.

Bring your VIBE:

• 7-10+ years of relevant experience working in Music, eCommerce/D2C or related field. At least 3-5+ years working directly on music commerce & D2C campaigns.
• Strong track record of working directly with artists and/or label teams; demonstrated ability to build trust with artist teams. Existing relationships within the LABEL team and its artist community is a major plus.
• Expert understanding of eCommerce, specifically trends/best practices across music and artist merchandise and consumer behavior
• Natural ability to collaborate and serve the needs of labels and artists. Must be willing to set ego aside in order to deliver for our partners and their customers.
• Must be available to work nights and weekends, especially during priority releases, including regular midnight launches timed with music releases.
• High level of responsiveness and comfort communicating with artist and partner teams via text, phone, email, chat, etc.
• Established track record of effectively communicating and selling through music strategies and campaign plans.
• Strong understanding of product P&L’s to ensure profitability and margin
• Familiarity with physical music and merchandise production is strongly preferred.
• Creative approach to problem solving.
• Extremely organized and comfortable streamlining many moving parts. Comfortable juggling multiple high priority projects simultaneously.
• Strong attention to detail
• Ability to stay calm and collected under pressure, and to be accountable for meeting deadlines.
• Flexible and able to adapt to changing client needs in a fast-paced environment.
• Strong critical thinking skills and an ability to make informed decisions based on data.
• Experience with Shopify strongly preferred
• Experience with Monday.com is a major plus.
• Proficiency in Keynote, Microsoft Office (particularly PowerPoint, Excel) and Mac OS.
• Bachelor’s degree in a related field.

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit

• Comprehensive medical, dental, vision, and FSA options, as well as:

  • 100% coverage for out-patient mental health services

  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

  • A lifetime fertility support allowance of $30,000 to plan participants

  • Student Loan Repayment Assistance and Tuition Reimbursement

  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:

  • Flexible Paid Time Off (PTO) for exempt employees

  • 3-weeks PTO for non-exempt employees

  • 2-weeks paid Winter Break

  • 10 Company Holidays (including Juneteenth and Wellbeing Day)

  • Summer Fridays (between Memorial Day and Labor Day)

  • Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

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Job Category:

Salary Range:

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.