Lead the growth of a music-focused eCommerce business

We are an established Australian music merchandise and eCommerce business working with artists, labels, management teams and brands to create, produce and sell merchandise to audiences around the world.

Our eCommerce business includes a dedicated D2C retail platform and a growing portfolio of artist eCommerce stores.

We are looking for an experienced eCommerce leader to take commercial ownership of this channel and drive its next stage of growth.

The Opportunity

The Head of eCommerce & D2C will own and grow eCommerce revenue and gross profit across our D2C businesses.

This is a senior commercial role for someone who understands that successful eCommerce is about much more than running a website. You will own the trading strategy, merchandising, campaigns, customer proposition, conversion, retention and overall commercial performance of the channel.

You will have genuine ownership and decision-making authority, with the opportunity to shape the direction of a growing eCommerce business within the music and entertainment industry.

You will work closely with teams across Merchandise Supply & Production, Creative & Strategy, Operations, Warehousing & Fulfillment, Logistics and Touring, while coordinating specialist external partners where required.

Key Responsibilities

Commercial Ownership

- Own eCommerce revenue and gross profit targets across D2C businesses.

- Develop and execute the eCommerce growth and trading strategy.

- Set priorities across products, campaigns, customers and stores based on commercial opportunity.

- Own the trading calendar across artist releases, tours, product launches and key retail moments.

- Monitor performance, forecast results and take action to deliver against targets.

- Identify new opportunities to grow revenue, margin, customer value and the overall eCommerce business.

Trading & Merchandising

- Own how products are traded, presented and promoted online.

- Develop commercial plans around recent releases, tours, product launches, catalogue and promotional opportunities.

- Identify opportunities for bundles, exclusives, limited editions, cross-selling and upselling.





- Work with Merchandise Supply & Production to align trading plans with product availability, stock and production.

- Work with Touring to maximise opportunities connected to tour activity.

- Continuously review and improve trading performance.

Customer Growth & Retention

- Own the online customer journey and identify opportunities to improve conversion and customer value.

- Own customer experience and customer service performance across the eCommerce business.

- Establish the appropriate customer service model, whether managed internally, outsourced or through a hybrid approach.

- Manage customer service providers or internal resources at a strategic and performance level.

- Own the CRM and retention strategy, including email, SMS, segmentation and reactivation.

- Develop strategies to increase repeat purchase and customer lifetime value.

Performance & Execution

- Own eCommerce reporting, forecasting and performance analysis.

- Track revenue, gross profit, conversion, average order value, customer acquisition and retention.

- Use data to identify opportunities and make timely commercial decisions.

- Coordinate paid media, technical, creative and other specialist resources where required.

- Ensure specialist activity is aligned with the overall eCommerce strategy.

- Work across the wider business to ensure eCommerce priorities are delivered effectively.

About You

You will be an experienced eCommerce professional who is comfortable taking ownership of a significant commercial channel.

You will ideally have:

- Proven experience in a senior eCommerce or digital commerce role.

- A track record of growing online revenue and profitability.

- Strong understanding of eCommerce trading, merchandising and conversion.

- Experience with CRM and customer retention.





- Experience owning customer experience and customer service performance.

- Strong commercial and analytical capability.

- Experience managing or coordinating specialist digital resources.

- Experience across multiple products, brands or D2C stores.

- A genuine understanding of and connection to music and music culture.

We are particularly interested in people who understand the relationship between artists, audiences, culture and merchandise.

The Person

You are:

- Commercially minded and motivated by results.

- Comfortable owning a revenue-generating business channel.

- Decisive and confident making commercial decisions.

- Commercially analytical and able to make timely decisions with imperfect information.

- Customer focused and commercially creative.

- Comfortable moving between strategy and execution.

- Able to work independently while collaborating across a wider business.

- Genuinely interested in artists, music, merchandise and fan behaviour.

You don't need to be a specialist performance marketer, developer, CRM specialist or analyst.

You do need to understand how these functions contribute to eCommerce performance, know what good looks like, and be capable of getting the right people and resources focused on the right priorities.

Why This Role?

This is an opportunity to take genuine ownership of a growing eCommerce and D2C business within the music and entertainment industry.

You will have the autonomy to shape the trading strategy, make commercial decisions and build the systems, processes and partnerships required to grow the channel.

You will work across an exciting mix of artists, products, releases and audiences, with the opportunity to have a direct impact on revenue and profitability.

What Success Looks Like

Success will mean establishing eCommerce as a clearly owned and accountable commercial channel.

You will drive sustained growth in revenue, gross profit and customer value while building a stronger and more effective D2C business.

Most importantly, you will be accountable for making the eCommerce business bigger, more profitable and more effective.

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📌 Head of eCommerce &C (Sydney)
🏢 seek.com.au
📍 Sydney