Director, Digital Marketing & eCommerce

POSITION SUMMARY

The Director, Digital Marketing & eCommerce is responsible for leading the strategy, performance, and optimization of Dr. Phillips Center’s online sales and customer experience. The role blends digital marketing, technology, merchandising, data analysis, and ticketing operations to drive revenue and customer satisfaction through digital channels. This role ensures seamless integration across platforms and channels, with accountability for digital performance, system integrity, and data-driven decision-making. This role supports all digital communication across the organization. This is a strategic and hands-on role, ideal for a leader who thrives on data and loves turning digital complexity into actionable solutions.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

Integrated Digital Strategy, Operations & Performance

• Lead digital marketing strategy and ensure best practices and compliance across website, email and SMS.
• Oversee digital analytics platforms to interpret traffic patterns, engagement metrics and drop-off points to identify opportunities for improvements.
• Lead cross-functional collaboration across Marketing, IT, Programming and Ticketing Services, to ensure all platforms support sales, audience development, personalization, and lifecycle management.
• Develop and maintain real-time dashboards and reports to build audiences, report on KPI’s and inform strategic planning.
• Partner with Advertising team to ensure seamless integration with performance marketing campaigns and eCommerce; conversion metrics are tracked and optimized.
• Track attribution and influence of marketing on online sales performance.
• Mentor and lead a high-performing digital marketing team; provide regular performance updates and professional development opportunities.

Website, User Experience & CMS

• Oversee development, content management, and optimization of the Dr. Phillips Center website (existing and NEW), to ensure a seamless, intuitive, and conversion-focused customer journey.
• Play a key leadership role in the strategy, development, and rollout of a new website.
• Guide UX/UI enhancements, A/B testing, personalization, and navigation improvements.
• Partner with developers, external vendors and/or internal stakeholders to prioritize feature roadmaps and functionality updates.
• Ensure the CMS platform is optimized for usability, speed, accessibility, and performance.
• Monitor sales performance, user behavior, and site health metrics. Provide regular reporting to leadership with actionable insights and recommendations.

Email, SMS & CRM

• Oversee the planning, creation, and execution of all email and SMS campaigns, ensuring alignment with organizational goals.
• Ensure marketing automation, segmentation, and A/B testing are deployed effectively.
• Leverage customer segmentation and behavioral data for personalization, tailored product recommendations, remarketing, offers, and content.
• Monitor database hygiene, growth strategies, and audience segmentation to maximize reach and engagement.
• Provide insights and recommendations based on engagement metrics and campaign performance.
• Understanding of all email and SMS campaigns, comply with industry regulations (e.g., CAN-SPAM, GDPR).

Other responsibilities

• Report on the digital marketing team’s accomplishments.
• Participate in building the department’s annual work plans. Responsible for meeting work plan objectives. Contribute to departmental budgeting and financial planning processes and ensure accurate execution and management.
• Interviews, selects, trains, supervises, counsels, and evaluates performance of team for the efficient operation of the department. Schedules and directs colleagues in their work assignments.
• Follow and support all operational policies and procedures. Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.
• Maintain a professional and friendly relationship with other departments, colleagues, and partners.
• Able to remain calm under pressure. Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy. Maintain Dr. Phillips Center standards of customer service at all times.
• Able to effectively communicate in English in both written and oral forms.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree in marketing, business administration, or a related field. Master’s degree in business, marketing or related field is preferred.
• 8 years’ experience in the marketing field, including experience leading a successful marketing driven business model, required.
• At least 3 years of previous supervisory/management experience, required.
• 5 years’ experience using tools like Google Analytics (GA4), SEMrush, and Clarity. Google Analytics certification preferred; Complex Content Manage System (CMS) and experience writing in HTML and CSS required.
• 5 years of experience within Email/SMS Marketing Automation (Propspect2/ActiveCampaign, Twilio, or equivalent), CRM (Salesforce, Tessitura or equivalent)
• Experience in marketing automation, user journeys, and lifecycle campaign management.
• Demonstrated ability to lead teams and collaborate across departments.
• Excellent communication and organizational skills.
• Experience in the performing arts, entertainment, or ticketed events industry preferred.

ORANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position:

• Manager, Website Marketing
• Manager, Email Marketing
• Coordinator, Digital Marketing

Dr. Phillips Center participates in an employment electronic eligibility verification program through E-Verify.