Vice President, Customer Service eCommerce

Universal Music Group • Philadelphia, PA

366d

About The Position

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.

Requirements

• 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.
• Continuous improvement mindset with proven abilities to enhance business processes.
• 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.
• Ability to work well under pressure and meet tight timelines.
• Ability to effectively manage multiple projects and tasks simultaneously.
• Trustworthy with sensitive information.
• Flexible and adaptive to changing artist & label needs and deadlines.
• Ability to adapt communication style to suit different audiences.

Responsibilities

• Oversee the successful execution of high-quality service through all customer interactions across all ~700+ of our E-commerce shops.
• Ensure the lasting impression and positive impact on the artists brand from customer interactions.
• Set roadmap, strategy and vision for the organization to create excellent customer experiences through various channels.
• Deliver a consistently high level of customer satisfaction as measured through NPS and Operations Score.
• Continuously build brand loyalty and retain customers to reduce difficult experiences.
• Develop effective D2C sales strategies to drive revenue through best practices.
• Collaborate with cross-functional teams to align and improve the customer journey and service experience.
• Partner with technology teams to create and deliver on a roadmap that improves customer experience.
• Lead Customer Service teams developing a quality first, agile and results-driven team culture.
• Improve access to timely information for accurate and quick problem resolution.
• Rework and create new store and service policies optimized for positive customer experience.
• Lead effective performance and partnerships between Customer Care Leaderships across various departments.
• Develop successful relationships and engagement with outsourced staffing partners.
• Ensure compliance with relevant regulations.
• Deliver reporting to the business on performance including KPIs, real-time issue escalation and trends.

Benefits

• Comprehensive medical, dental, vision, and FSA options.
• 100% coverage for out-patient mental health services.
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees