Web Experience Director [JRP-11192]

Posted On: Nov 12, 2023
Company: Houston Symphony

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.


  • 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


  • 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


Posted On

Nov 12, 2023


Houston Symphony