Job Description:
At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we turn dreams into stardom and audiences into fans. We are guided by three core values that underpin everything we do across all our diverse businesses:
● Curiosity: We do our best work when we’re immersing ourselves in culture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation, and innovation is the key to our future.
● Collaboration: Making music and bringing it to the world is all about the power of originality amplified by teamwork. A great idea, like a great song, travels globally. We ignite passions and build connections across our diverse community of artists, songwriters, partners, and fans.
● Commitment: We pursue excellence for our team and our talent. Everything in music starts with a leap into the unknown, and we’re committed to keeping the faith, acting with integrity, and delivering on our promises.
WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values, appreciates, and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences.
Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.
Job title: Manager, Customer Retention Marketing (GMT)
Position Summary
The Customer Retention Marketing Manager (GMT) supports the execution of WMG’s CRM strategy by driving campaign operations, platform optimisation, audience segmentation, and best practice adoption across markets. Reporting to the CRM Director, this role plays a critical part in delivering scaled, data-driven marketing programs that deepen fan engagement, support artist growth, and improve the effectiveness of direct-to-fan initiatives across Warner Music’s global ecosystem.
Responsibilities
Oversee the delivery of dozens of global fan engagement campaigns weekly via email, SMS and WhatsApp
Collaborate with WMG label stakeholders to ensure timely, on-budget, and efficient campaign delivery
Develop innovative fan engagement strategies with label stakeholders to engage existing fans and attract new ones
Oversee the creation of best-in-class campaign examples and templates to streamline future planning and promote data capture within label marketing
Partner with frontline labels to upskill project managers and clarify communication with artists and management
Create and manage audiences in conjunction with WMG’s Audience Integration team
Ensure fan data is optimised for segmentation across all channels by collaborating with the Audience Integration Team and other stakeholders
Auditing and amending data collection and providing reports on acquisition activities from all key artist touch points including artist websites, stores, socials and activations
Partner with eCommerce and Label Marketing teams to boost CRM-driven revenue and demonstrate ROI
Supporting the CRM Director in establishing best practices for fan engagement across Warner Music Group
Work with diverse stakeholders to support WMG’s MarTech and Data enablement roadmap for CRM and Customer Intelligence Platform (CIP) development
Key Requirements
Experience working in CRM / Fan Engagement team management, ideally within the music industry or in a role overseeing multiple accounts/ brands with a direct-to-fan (D2F) focus
Several years of experience in deploying campaigns across email & mobile (SMS / WhatsApp), generating reports, planning consumer journeys, and analysing audiences within complex, enterprise-level CRM systems (Salesforce Marketing Cloud strongly preferred, but not mandatory)
Ability to lead a team to be adaptable to changing priorities in a complex, campaign-driven environment while effectively managing dynamic stakeholder requirements
Produce ad-hoc/regular CRM campaign planning / performance presentations to diverse stakeholders using a mix of internal platforms (Tableau, Salesforce)
Strong preference for HTML & CSS skills (though not essential) along with proficiency in all office packages, Excel/Google Sheets and PowerPoint/Google Slides
Demonstrable experience using project management software (Airtable / Asana / Monday.com / Trello)
Experience with Customer Data Platforms and working knowledge of SQL strongly preferred
Interest and knowledge of current direct-to-fan marketing trends and their application in artist marketing
A passion for music along with an awareness of Warner Music labels, artists, and the broader music industry trends strongly preferred!
WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religion or belief, age, sex, sexual orientation, gender, gender identity or gender reassignment, marital or civil partnership status, disability, pregnancy, childbirth or any other characteristic protected by law.