Director, eCommerce Fan 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: 

At Famehouse, fans are at the forefront of our business.  They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them.   That fan-first philosophy is why our customer service team is called Fan Services. We're seeking a Director, eCommerce Fan Services to oversee customer support operations within the cross-functional structure. This person will lead and develop the Fan Services team embedded within the cross functional teams while partnering with leaders across the eCommerce business to ensure the voice of the fan is clearly and consistently represented in artist and label engagement planning.

How you’ll CREATE:

• 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

Bring your VIBE:

• 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
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred
• 4+ years management experience
• 7+ years customer service and/or order fulfillment experience
• As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs

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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