Vice President, Customer Service eCommerce

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.
 

Universal Music Group (UMG) seeks a VP, Customer Service eCommerce to work across our clients’ stores to ensure best-in-class E-commerce services are executed for our artists. You will have the opportunity to work with some of the most successful artists and entertainment companies in the world and to work with emerging digital music and entertainment technologies. You will have opportunities to submit ideas and processes for the company to utilize into the future.

How we LEAD: 

The VP, Customer Service eCommerce role will be responsible for overseeing the successful execution of high-quality service through all customer interactions across all ~700+ of our E-commerce shops.  The VP must ensure the lasting impression and positive impact on the artists brand from that interaction and the continuous improvement of that experience to make sure UMG is delivering world class service to its artist’s fans.

How you’ll CREATE:

• Set roadmap, strategy and vision for the organization to create excellent customer experiences through Email, Phone, Chat, SMS, Social media, self-service and other innovative technology and automation solutions.
• Deliver a consistently high level of customer satisfaction as measured through NPS and Operations Score on a weekly basis. Oversight of support quality provided by UMG’s Fan Services
• Continuously build brand loyalty and retain customers with an aim to reduce difficult experiences for consumers.
• Develop effective D2C sales strategies to drive revenue deploying best practices that include cross-selling and up-selling.
• Collaborate with Cross functional teams to align and improve the customer journey and service experience. Inspire customer first mindset and prioritization into the release planning process
• Partner with UMG’s technology teams to create and deliver on a road map that will help improve the customer experience and reduce contacts by proactively communicating the wants and needs of the customers and allowing them to self-service or contact us in their desired format
• Lead Customer Service teams developing a quality first, agile and results driven team culture
• Help to improve the customer care organizations access to timely information for transparent accurate and quick problem resolution by partnering with production and store operations teams
• Rework and create new store and service policies that are optimized for positive customer experience
• Lead effective performance and partnerships between Customer Care Leaderships across department operations, work force management, strategy, development, and analytics
• Develop successful relationship and engagement with outsourced staffing partners
• Ensure compliance with relevant regulations
• Deliver reporting to the business on performance including KPI’s, real time issue escalation and trends.

Bring your VIBE:

• Minimum 10 years E-commerce Customer Service Leadership experience; global experience preferred
• Exceptional communication and interpersonal skills
• Proactive and extremely collaborative with other team members; knows how to leverage knowledge of those around them to effectively manage the end-to-end process with the customer
• Continuous improvement mindset with proven abilities to enhance business process, drive revenue and increase customer satisfaction
• Strong analytics skills and ability to make data-driven decisions
• In depth understanding of technology, ecommerce and supply chain
• Understanding of operation management and inventory management systems
• Excellent troubleshooting, analytical, and problem-solving skills
• Extremely detail oriented and highly organized
• Works well under pressure
• Able to meet tight timelines and strict deadlines
• Ability to effectively manage multiple projects and tasks simultaneously
• Trustworthy with sensitive information
• Flexible and adaptive; ability to quickly and calmly react to changing artist & label needs and deadlines.
• Should be able to adapt communication style to suit different audiences.

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

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

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