VP, Experience & Site Merchandising Job Vacancy at Universal Music Group (2220 Colorado Ave, Santa Monica, CA 90404)

Vacancy : VP, Experience & Site Merchandising
Company Name : Universal Music Group
Company Location : 2220 Colorado Ave, Santa Monica, CA 90404

Job Description

We are UMG, 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.
How we LEAD:
Merchandise and commerce is becoming 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.

UMG eCommerce is looking for a VP, Experience & Site Merchandising to lead frontend customer experience & optimization efforts across UMG’s D2C stores. This role will lead the eCommerce experience & site merchandising teams, developing & implementing capabilities to improve customer conversion, acquisition & retention rates across the roster. The VP will work in close alignment with our partners across UMG (Consumer Marketing, Data & Analytics, IT, etc.) to elevate UMG’s eCommerce experiences for our labels & rights owners (ROs), artists, and—most importantly—their fans.
Candidates must have a proven track record of driving eCommerce growth, with deep expertise in eCommerce and the customer journey across channels. Experience leading teams and nurturing talent is a must. Love for and understanding of music culture is a must, but experience in the music industry is not required.
Lead all eCommerce experience & site merchandising efforts for UMG eCommerce & Label Services

Develop and oversee application of experience & site merchandising capabilities & service offerings

Data-driven curation & merchandising of frontend eCommerce experiences, e.g.
Storefront merchandising to optimize the purchasing experience and conversions
Editorial, Storytelling Content and other tactics to create more enriched experiences on our eCommerce stores
Content and Strategy to best leverage social commerce integration
Customer Acquisition & Retention Programs, e.g.:
Partner with Consumer Marketing to bridge eCommerce to broader marketing programs
Content strategy to optimize acquisition programs & customer journeys
Loyalty & rewards programs to increase retention & LTV
Customer messaging & content strategy to elevate end-to-end CX in line with brand strategyOn-Store Promotions & Conversion Optimization, e.g.:
Upsell & Cross-Sell to increase unit sales, AOV, & LTV
Discounts & promotions to incentivize purchase
Product Recommendations & Personalization to convert across audience segmentsPerformance Reporting & Optimization, e.g.:
Label, Rights Owner, & Artist Reporting to drive planning and buy-in for optimizations
A/B testing & analysis to optimize frontend eComm experiences
Heatmapping & analysis to understand & tailor user journeysLead the eComm experience & site merchandising teams:
Cultivate a data-driven & service-first mindset. Foster a culture of collaboration, experimentation, and continuous growth.
Ensure all department work consistently meets or surpasses artist, label, and RO expectations across service areas.
Partner with Consumer Marketing, Data & Analytics, IT & Product teams to scale capabilities & project learnings across the broader roster.
Provide critical feedback to inform the broader eCommerce platform & capabilities roadmap.
Drive team cohesion and alignment within the eCommerce group and key partners across UMG.
Oversee day-to-day operations and resource planning across experience & site merchandising functions.
Lead recruitment strategies to identify and attract key talent to the department.
Bring your VIBE (experience & skill requirements):
8-10+ years of experience working in eCommerce growth, site merchandising, or related field
2-4+ years of executive experience leading teams
Proven track record of driving successful eCommerce growth & customer retention programs
Deep understanding of eCommerce trends and emerging technologies, both in D2C and social commerce
Deep understanding of the martech landscape, specifically as it relates to eCommerce
High level of comfort navigating large organizational dynamics; proven success driving projects forward in a complex corporate structure is strongly preferred
Excellent communication skills. Must be extremely effective at clearly communicating eCommerce analytics & customer experience concepts to diverse audiences ranging from artists to label executives.
Flexible and adaptive; ability to quickly and calmly react to changing client needs and deadlines, both internal and external
Must have a service mindset; experience in client or central services is a major plus
Natural collaborator. Must be willing to set ego aside for the good of the team and our artists and labels.
Adept problem solver; ability to come up with inventive solutions on the fly.
Experience in the entertainment industry, especially in music, is preferred, but not required. Understanding of or experience working with labels or music merch providers is a major plus.
Experience in the application of AI and machine learning capabilities to eCommerce programs is a major plus
What’s in it for you?
Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
Flexible Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
Student Loan Repayment Assistance
Employee Developmental Support
Annual Gym Reimbursement Package
Pet Insurance, plus much more!
Universal Music Group is an Equal Opportunity Employer

All UMG employees are currently required to be fully vaccinated against COVID-19 before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

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