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Job Posted to WIMC

Head of Student Experience

Application Deadline: 29 September 2023

Hey! We’re Musora, an online music education brand on a mission to create more musicians and keep them playing longer. Everything we do is for our students – and we’re currently serving membership-based communities with 80,000+ drummers, pianists, guitarists, and singers through step-by-step lessons, interactive practice tools, and 1000s of popular songs. We’re growing fast and looking for new teammates who want to grow with us. 

To apply: Please answer all of our application questions, and include a thoughtful cover letter telling us why you'd like to work with us, and why you'd be an ideal person for this role - we want to hear what excites you most about this opportunity! 

Position Overview:

We’re looking for a Head of Student Experience to join our team and lead our efforts for student engagement, loyalty, retention, and support. 

This is a Director or VP-level position responsible for developing and executing marketing strategies to increase student engagement, achievement, and lifetime value. You believe happy customers are fuel for growth – and every customer interaction is an opportunity to add value and increase retention. You will lead and mentor a marketing team, ensuring their success in delivering exceptional results. The ideal candidate will have experience and confidence in marketing operations, product marketing, loyalty marketing, lifecycle marketing, or customer experience. 

Key Duties & Responsibilities:

Improve student experiences and increase lifetime value through:

  • Engagement - Onboarding, Newsletters, Feature Releases
  • Loyalty - Perks, Referrals, Testimonials, Case Studies
  • Retention - Trials, Winback, Failed Cards
  • Support - Help Center, Ticketing, Resolutions

Lead, manage, and mentor the Student Experience team by:

  • Collaborating with Marketing and Product to launch new products and features. 
  • Setting the vision for how we improve our students' lives through product interactions. 
  • Analyzing, identifying, and executing on marketing opportunities.
  • Creating and managing our systems, workflows, and processes to drive efficiencies. 
  • Ensuring compliance with legal obligations and company policies and processes. 
  • Connecting 1-to-1 with your direct reports, mentoring, and growing their careers. 
  • Hiring and volume planning for the Student Experience team.
  • Refining department vision and implementing improvements.
  • Representing Student Experience in all marketing and leadership discussions. 

Key Qualifications:

Knowledge, Education, & Experience:

  • 10+ years experience in marketing and customer experience. 
  • A diploma or Bachelor’s Degree in a related field is preferred. 
  • Musician OR music enthusiast. You understand our students’ needs. 

Skills, Abilities and Other Attributes 

  • Ability to exhibit the Company's Core Competencies, which include our three core values: Empathy, Passion, and Grit, as defined on our company website.
  • Excellent interpersonal skills, including team management, coaching, and confidentiality.
  • Strong organizational skills, with the ability to bring an idea from outline to execution.
  • Ability to analyze data and provide recommendations and feedback.
  • Displays consistent second-level thinking in decision making, considering the effect and impact of decisions – while also game-planning for the domino effect and long-term impact.

Reporting Structure:

  • Reports to Chief Marketing Officer
  • Lead a team of 15+. Currently 2 direct reports. 

What we offer you:

  • $100,000 to $125,000 CAD annually
  • Full time with flexibility around a hybrid setup.
  • Career Growth. You’re joining a growing team; we care about your career growth! We’re always open to learning what you need to be successful and will do our best to work with you to make that possible! 
  • Learning and Development. We encourage our employees to learn and develop their unique talents and strengths and offer Gallup-Clifton Strengths coaching and workshops.
  • Benefits. Physical & mental health benefits, prescriptions, dental, and vision benefits - we care about our employees and want to ensure YOU have the benefits you need to stay healthy and well.
  • Paid time off. We understand and value the importance of rest and recovery, including time away from work! (Plus, you’ll get your birthday off 🥳.)
  • On-site gym. We have a miniature “iron paradise” you’re welcome (encouraged, even) to use at your leisure. 
  • Onsite SNACKS.  Including an assortment of drinks (alcoholic and nonalcoholic), Cliff bars, fruit, and a delicious assortment of cheeses.

Who we are (Musora Media):

At Musora Media, we make playing the songs you love easier by combining great teachers, organized lessons, and practical technology with student-centred communities.

Jared Falk founded his first online lesson community in 2003 and has been steadily growing online education communities since then. Over time Musora Media has become a multi-faceted business that includes online media properties, digital and physical products, and an online education platform with over 80,000 students.

While we love all instruments, we currently have communities for drums (Drumeo), piano (Pianote), guitar (Guitareo) and voice (Singeo) within our online membership.

Underpinning all of our efforts are two simple goals: 

  1. Create more musicians
  2. Keep them playing longer

As a team member, you will be responsible for helping us create new musicians and developing a culture of continuous learning and self-improvement.

At Musora Media, we want you to bring your unique self to work and play. Please let us know if you require any accommodations at any stage in our hiring process. We will do our best to provide reasonable accommodation. 

Musora Media Inc. is an equal opportunity employer committed to diversity, equity, and inclusion in the workplace. We believe that diversity, equity, and inclusion are a necessity and that all humans have strengths, skills, and abilities that are unique and valuable. We do not permit discrimination or harassment of any kind. This includes all employment practices within Musora Media because we hire based on qualifications and business needs. We truly care about ensuring a transparent culture where everyone feels welcome, heard, and appreciated. 

Please note that while we offer flexible work environments, we are a Canadian company and cannot sponsor visas for this position. You must be eligible to be employed in Canada to be selected, meaning you must be a Canadian Citizen, a Permanent Resident of Canada, or have a valid Canadian work permit. If you have an existing work visa and require certain documentation to assist with renewal, our People & Culture team would be happy to help. 

All offers are contingent upon the successful completion of background/reference checks and/or employment verification results.