The Houston Symphony is currently seeking a Web Experience Director. In this role, you will provide leadership, direction, and project management around all facets of the Houston Symphony’s website presence to ensure patrons receive a best-in-class ecommerce and website experience. You will oversee all website content and functionality, including the stewardship of a four-year website improvement plan recently developed by the Symphony.
RESPONSIBILITIES:
- Streamline the customer purchase journey to reduce clicks and decrease abandonment
- Clarify concert packages and descriptions via UI/UX improvements to improve customer access to clear and concise information
- Enhance website visual experience and content to increase engagement and navigability
- Optimize seat selection process, improve website purchase options and communications
- Develop website upselling and cross-selling capabilities
- Decrease page weight with next-gen image formats
- Add chatbot feature and improve suggestions, search, and filter functionality
- Work across departments and with vendors and subcontractors to achieve the best possible customer experience on the website, including layout and content, ecommerce, functionality, and beyond
- Identify priorities and manage schedule of multivariate, A/B testing to support iterative optimization strategy
- Ensure the website reflects the Symphony’s brand and brand standards, including accuracy of information and aesthetic design and image selection
- Work with Creative Director as needed to develop updated web designs and layouts
- Track website analytics to improve performance, sales, customer personalization, site engagement, and marketing strategies
- Use analytics to identify growth and improvement opportunities and report key findings to stakeholders
- Utilize analytics as a measurement of web effectiveness by comparing visitor-to-lead conversion, cart abandon rates, load speeds, and other KPIs
- Manage the Web Coordinator responsible for day-to-day oversight of website maintenance, edits, and content projects
- Manage Ticketing Database Manager responsible for building out season ticketing, seat maps, promos, e-tickets, etc. in CRM (Tessitura) that will become visible through the website ecommerce platform
- Work closely with Marketing Director to ensure promoted content leads to appropriate website content and landing pages
- Stay updated on website innovations, best practices, new technologies, etc. to suggest and proactively advocate for improvements as suggested
- Collaborate with Creative Director and Marketing Director on content development and apply content to web use by optimizing layout/design and SEO as well as complement paid Search optimization
- Work concert duty as required by the marketing and communications team (approximately once a month, involving evening/weekend hours)
- Perform additional duties as assigned
REQUIREMENTS:
- Bachelor’s degree in marketing, web design, or related field
- Minimum of eight years of relevant experience
- Proven experience improving website KPIs such as bounce rates, cart abandon rates, conversion rates, reducing clicks to purchase, etc.
- Track record of optimizing user flows to drive engagement and increase conversions in an ecommerce environment
- Proficiency in Google Analytics
- Experience with SEO and SEM
- Proven track record of successful interdepartmental and third-party project management and completion
- Experience managing teams and third-party vendors
- Experience managing websites backed by CMS, preferably WordPress
- Working knowledge of HTML and CSS preferred, SQL a strong plus
- Knowledge of Tessitura a strong plus
- Creativity and a strong sense of judgment related to formatting, copywriting, and aesthetics
- Exceptional communication skills
- Strong team player; comfortable working cross function
- Passion for marketing, and a love of music is preferred