Senior Manager, 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 Sr. Manager, eCommerce Fan Services to lead the Fan Services function within one or more of our cross functional teams.  This person will manage a team responsible for day-to-day customer support operations and collaborate closely with partners across  the eCommerce business  to ensure the voice of the customer is clearly and consistently represented in artist and label engagement planning.

How you’ll CREATE:

• Lead and manage a pod of Fan Services team members embedded within the cross functional team, ensuring clear communication, strong collaboration, and high-quality fan support. 
• Manage cross-functional customer support to ensure fan to label feedback loop is consistently monitored and maintained
• Oversee team performance by reviewing key metrics and KPIs as outlined by the business, providing feedback and continued coaching
• Represent Fan Services on one or more cross-functional teams within the eCommerce group, acting as both subject matter expert and champion of the customer in planning discussions.
• Ensure on-time and correct proactive consumer messaging regarding order status or product changes by partnering with cross-functional eCommerce teams
• Advocate for our fans and escalate customer issues when and as needed to ensure the voice of the customer is represented across the business.
• Work closely with cross-functional partners to obtain answers to product related questions or issues to resolve consumer inquiries or escalations in a timely manner
• Partner with eCommerce Operations to manage and enhance the unfulfilled order process
• Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes
• Provide general oversight of department projects and policy updates as needed

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
• 3+ years management experience
• 5+ years customer service 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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