Customer Relationship Management Specialist

1 week ago

Manila, Philippines Universal Music Group Full time
Customer Relationship Management Specialist (CRM)

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Customer Relationship Management Specialist (CRM)

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Join to apply for the Customer Relationship Management Specialist (CRM) role at Universal Music Group

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Regional Senior Manager, Talent & HRBP SEAK | Music | Entertainment | eCommerce

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

The core values that comprise Universal Music Group are Authenticity, Boldness, Creativity, Connection, Drive and Insight . These values are the essence of our people which makes UMG the most renowned company in the music industry.

We are in search of a CRM Specialist to join our Marketing Services team based in Manila.

About the Role

As a CRM Specialist, you’ll help grow and deepen relationships with audiences (superfans) through data-driven audience strategies, growth, engagement, loyalty and customer lifetime value.

The ability to confidently lead projects and inspire people is essential, coupled with a highly collaborative nature and flexibility to do what it takes to bring campaigns from conception to success. You will need an excellent knowledge of digital channels and proven results in building a social following.

The ideal candidate is a self-starter with strong problem solving and analytical ability and has an experimentation mindset. You should have a deep understanding of CRM lifecycles and best practices and thrive in a fast-paced and dynamic work environment. You would be enthusiastic in performing at the highest standards and pushing creative boundaries.

Your key responsibilities are as follows:

  • Responsible for audience growth across all music genres – international and domestic repertoire
  • Cultivate strong ties with fandoms, digital communities, and superfans to inform campaign development to drive fan engagement.
  • Responsible for audience targeting, campaign management, measurement, and optimization: develop roadmap, define metrics, measure KPIs and derive actionable recommendations
  • Use various cross-selling / up-selling marketing strategies to drive conversions through our channels: nurture superfans and grow artist affiliation
  • Work closely with regional and local marketing, digital streaming, e-commerce, and data analytics to plan, design and implement audience segments, personalization tactics and campaign activations
  • Recommend audience segments and campaign strategy for each market based on data-driven insights from campaign performance, flows, and experiments
  • Work with line manager to provide best-in-class practices to share with local opcos
  • Becomes the expert user of Universal Music Group’s marketing automation tools.
  • Provide support and hands-on training for local opcos on relevant tools
  • Communicate progress, risks, expectations, timelines, milestones and other key campaign/project metrics to line manager, stakeholders, and team members
  • 2-3 years of experience in CRM, Audience acquisition role, Email Marketing or digital retention marketing preferably in music/entertainment, tech or lifestyle brands.
  • Proven track record in designing, planning, and implementing audience and marketing strategies to drive business goals
  • Able to set up and optimize campaigns and automated flows across marketing channels
  • Experience using marketing automation tools and platforms to build audience segments, audience journeys and run AB testing tactics
  • Experience with analytics tools, e.g., Google Analytics, Facebook Ad Manager, etc.
  • Experience with customer database management
  • Effective self-starter who excels in a lean and fast-paced organization where continuous innovation is needed
  • Excellent analytical, communication and project management skills

Bonus Qualifications

  • Experience with hands-on data query via SQL, Python
  • Exceptional visualization skills using DOMO, Tableau, or other relevant visualization tools

Interested? Please follow the link to submit your application today

Note: Only shortlisted applicants will be contacted.

About us:

Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries.

Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans.

UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world.

Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Marketing, Analyst, and Customer Service
  • Industries Entertainment Providers

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