We are UMG, the Universal Music Group. 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. 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. This person will lead and develop the Fan Services team embedded within the cross functional teams while partnering with leaders across the eCommerce business to ensure the voice of the fan is clearly and consistently represented in artist and label engagement planning. Partner with Operational Department Leads to develop enhanced and streamlined team workflows that will drive innovation and efficiency Identify and implement tools to enhance and improve team workflows Work to develop and continually improve on artist tone and voice guidelines for communicating with fans to ensure highest quality of support Regularly respond to customer inquiries to ensure consistent updated knowledge of support policies and processes Champion a culture of innovation by encouraging continuous improvement, piloting new ideas, and scaling best practices across the Fan Services organization Act as a key voice in shaping the future of Fan Services by leading and influencing strategic initiatives that elevate how we support fans and serve the broader business
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