Manager, Experience & Site Merchandising

Commercial Services Req. R0005977


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.

How you'll LEAD:

Merchandise and commerce are 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 Manager, Experience & Site Merchandising to help oversee frontend customer experience & optimization efforts across Capitol Music Group’s D2C stores as part of a cross-functional team. This person will play a key role in developing & implementing always-on strategies to improve customer conversion, acquisition & retention rates for our stores, working in close alignment & collaboration with our partners across UMG (Audience, Paid Media, Consumer Marketing, Data & Analytics, Global Insights, IT, etc.) to elevate the eCommerce experiences for our labels & rights owners (ROs), artists, and—most importantly—their fans.

How you’ll CREATE:

  • Manage eCommerce experience & site merchandising efforts for Capitol Music Group’s roster of D2C stores, including:
    • Front End Experience & Site Merchandising:
      • Utilize sales data & fan insights to inform store merchandising (e.g., product placement, categorization)
      • Enable product discovery by leveraging evergreen categories (e.g., best sellers, new arrivals) and curated experiences (e.g., thematic collections, shopping guides)
      • Deploy upsell & cross-sell tactics to increase AOV
      • Ensure that UX/UI best practices (e.g., usability, accessibility, discoverability) are in place
    • Campaign & Promotion Strategy:
      • Develop promotional strategies around new music and merch releases
      • Create content calendars and plan evergreen store campaigns around key moments (e.g., holidays, events, anniversaries) in partnership with creative planning
      • Employ tried and tested eCommerce drivers (e.g., discounts, gift with purchase programs, free shipping) to incentivize purchases
      • Utilize bespoke content to artist or brand (e.g., blog posts, videos) to increase traffic and engagement to our eCommerce stores, working in partnership with creative teams
      • Leverage social commerce and 3rd party sales channels (e.g., Instagram Shopping, YouTube Merch Shelf, etc.) to meet customers where they are
    • Performance Analysis & Optimization:
      • Track, analyze & report performance to drive optimizations and inform planning & strategy
      • Gather customer feedback through surveys & social listening
      • Use heat mapping & data analytics to understand & tailor user journeys
      • Iterate and A/B test to optimize frontend eComm experiences in partnership with creative planning
    • Customer Acquisition & Retention:
      • Drive lead generation & customer acquisition programs (e.g., early access, sweepstakes)
      • Inform segmentation & targeting (e.g., triggered email flows, retargeting) to build customer journeys that deepen the fan-to-artist connection
      • Develop and execute retention and loyalty tactics (e.g., personalized product recommendations, rewards programs) to increase CLV
      • Implement SEO best practices to increase organic traffic and ensure store discoverability
  • Work collaboratively with teammates across creative services, artist engagement, marketing & customer engagement, store management, operations & customer service to collectively deliver a great customer experience to our fans and Capitol Music Group’s artists

Bring your VIBE:

  • 3-5 years working in eCommerce marketing or related fields
  • Experience creating content calendars and planning marketing campaigns, including lead generation, awareness & conversion campaigns
  • Experience creating eCommerce campaigns like Discounts, Free Shipping, Gift With Purchase, etc.
  • Passionate about music, preferably within the Capitol roster, and solid understanding of fandom
  • Strong critical thinking skills and an ability to make informed decisions based on data
  • Exceptional communication skills. Must be extremely effective at clearly communicating concepts & ideas to diverse audiences ranging from IT to label executives
  • Natural collaborator - must be willing to set ego aside to reach team goals
  • Ability to stay flexible, calm and collected under pressure, and to be accountable to stakeholders across the organization
  • Extremely organized and comfortable streamlining many moving parts. Comfortable juggling multiple high priority projects simultaneously
  • Strong attention to detail
  • Experience in the entertainment industry preferred, but not required
  • CRM/Email marketing, Shopify and project management experience is a plus
  • Understanding of UX principles and consumer behavior is a plus
  • Frequent online shopping is a plus

Perks Playlist:

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan with company matching
  • Flexible Paid Time Off plus Paid Holidays, 2 week “Winter Break” & Wellness Fridays (year-round)
  •  Medical, Dental and Vision Insurance
  • Student Loan Repayment Assistance & Tuition Reimbursement (after 12 months of service)
  • Robust Employee Assistance Program (for you and your loved one
  • Annual Well-Being Allowance which includes Fitness, Travel, Home Enhancements, Nutrition, and Spa Treatment Reimbursements

Universal Music Group is an Equal Opportunity Employer

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test 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.