Director, Omnichannel Communications & Optimization Nashville, TN

Director, Omnichannel Communications & Optimization

BMI is a mission-driven organization at the forefront of music rights and creator advocacy. Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI is a global leader in music rights management. Currently representing the public performance rights in over 25 million musical works created and owned by more than 1.4 million artists. BMI negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are publicly performed.

About BMI

Broadcast Music, Inc. (BMI) is a global leader in music rights management, representing over one million songwriters, composers, and publishers. We are advancing a multi-year transformation to modernize our technology, scale our commercial capabilities, and deliver more seamless experiences for the businesses that license our music.

Position Summary
The Director, Omnichannel Communications & Optimization is responsible for developing and executing BMI’s omnichannel customer engagement strategy. This role owns channel orchestration, marketing automation, customer engagement technology, analytics, attribution, testing, optimization, and digital conversion infrastructure. The Director is responsible for determining how customer engagement strategies are delivered across channels and platforms and scaling a digital-first sales model while ensuring communications are measurable, scalable, and continuously optimized.

Working closely with Customer Experience & Engagement, Licensing Operations, Product, Technology, Salesforce Administration, Five9 Administration, and Data Engineering teams, this role builds and manages the systems, processes, and capabilities necessary to support modern customer engagement.

Essential Functions

Lead Omnichannel Strategy

• Develop and maintain BMI’s omnichannel engagement strategy.
• Determine how channels should work together to support engagement objectives.
• Design coordinated engagement approaches across email, SMS, chat, digital platforms, outbound outreach, and emerging channels.
• Establish channel governance and communication orchestration standards.
• Execute coordinated customer engagement programs across email, SMS, chat, digital platforms, outbound outreach, and future channels.
• Define communication sequencing and channel interaction rules.
• Ensure consistent execution of engagement strategies across platforms.
• Coordinate delivery of customer engagement initiatives across operational systems.

Marketing Automation & Technology

• Develop and maintain customer engagement automation frameworks.
• Identify opportunities to improve efficiency and scalability through technology.
• Implement and maintain automated communication workflows.
• Manage customer engagement technology capabilities and enhancements.

Testing & Performance Optimization

• Establish and manage test-and-learn programs across customer channels.
• Conduct A/B testing of messaging, timing, channel mix, and engagement approaches.
• Continuously refine customer engagement programs based on results.
• Identify opportunities to improve campaign performance and conversion outcomes.

Attribution, Analytics & Reporting

• Develop attribution methodologies and measurement frameworks.
• Define engagement, conversion, and channel performance KPIs.
• Analyze customer behavior and funnel performance.
• Develop reporting and dashboards to support data-driven decision making.
• Deliver actionable performance insights and recommendations.

Manage Digital Conversion Infrastructure

• Support Licensing Center engagement and conversion optimization.
• Partner with Product and Technology teams to improve digital customer experiences.
• Define technology requirements…