Customer Relationship Management Specialist

Overview

Customer Relationship Management Specialist (CRM) role with Universal Music Group (UMG). We are the world’s leading music company, committed to artistry, innovation and entrepreneurship. We identify and develop recording artists and songwriters, and we produce, distribute and promote music to delight fans worldwide. The core values are Authenticity, Boldness, Creativity, Connection, Drive and Insight.

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

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.

• 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

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

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. UMG fosters the development of services, platforms and business models to broaden artistic and commercial opportunities for our artists and create new experiences for fans.

UMG's catalog is marketed through two divisions and includes other affiliated entities in the music industry.

Note: Only shortlisted applicants will be contacted.