Universal Music Group, Inc.→
Digital Customer Engagement Executive at Universal… · London
Skills
Job Description
Music is Universal
It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.
Digital Customer Engagement Executive****Apple Corps Ltd Location: Apple Corps Head Office, Ovington Square, London Working pattern: 4 to 5 days per week expected in the office About the opportunity Apple Corps Ltd. was founded in 1968 to oversee The Beatles’ creative and business interests. It initially served as the new outlet for The Beatles’ own recordings as well as the music of a wide-ranging roster of artists, all brought to the label personally by the band (individually and/or collectively). Apple Corps’ mission celebrates artistry in an inclusive, creative environment. Since its inception, the company has encompassed music, publishing, merchandise, electronic and film enterprises.For almost six decades, Apple Corps Ltd. has helped to bring The Beatles music to billions of fans in pioneering, creative manners, decade after decade.Apple Corps and Universal Music Group UK are coming together to build a dedicated team focused on shaping the next chapter of Beatles product, ecommerce, retail and customer experience.This is a rare opportunity to work at the intersection of music, culture, creativity, commerce and fan experience. The Beatles remain one of the most important and influential creative forces in the world, with a legacy that continues to inspire fans across generations.This team will create exceptional products, experiences and customer journeys for Beatles fans globally. From product design and packaging to retail, ecommerce, trading and fan engagement, every touchpoint must reflect the creativity, quality and cultural significance associated with The Beatles.These roles are employed by Apple Corps Ltd. The Universal Music Group UK Talent Acquisition team will manage the recruitment process in collaboration with Apple Corps and the wider UMG team. When you apply, you will be redirected to the Universal Music Group careers portal, where you will be required to submit your application through Workday. Role purpose The Digital Customer Engagement Executive will be responsible for managing customer data, delivering targeted CRM activity and supporting customer retention across digital channels.This role blends analytical insight with hands-on campaign execution, ensuring personalised, high-impact communications that strengthen loyalty, increase customer lifetime value and enhance the fan experience.The role will work closely with marketing, digital, ecommerce, retail and customer experience teams to activate cohesive customer journeys across all relevant touchpoints. Key responsibilities Customer data management
Maintain, update and organise the customer database.
Ensure accurate records of purchases, preferences, behaviours and engagement history.
Support high standards of data quality, consent management and customer record accuracy.
Customer segmentation
Analyse customer behaviour to build meaningful segments, including:
VIP customers
New customers
At-risk customers
Lapsed customers
High-value customers
Use segmentation to enable targeted, relevant and effective CRM communication. Email and direct marketing campaigns
Plan, build and execute CRM campaigns, including:
Newsletters
Product launches
Promotions
Event invitations
Fan engagement communications
Manage campaign content, scheduling, testing, quality assurance, deployment and performance reporting.
Lifecycle marketing
Create and optimise automated customer journeys, including:
Welcome sequences
Post-purchase follow-ups
Re-engagement campaigns
Win-back journeys
Birthday communications
Loyalty-led messaging
Optimise journeys for engagement, conversion, retention and customer experience.
Loyalty and retention programmes
Support the development and management of loyalty schemes, membership programmes or reward-based initiatives.
Encourage repeat purchases and deepen customer connection.
Identify opportunities to improve customer lifetime value and fan engagement.
Customer insights and reporting
Analyse CRM and campaign data to understand:
Customer behaviour
Campaign performance
Channel effectiveness
Customer lifetime value
Retention opportunities
Provide clear insights and recommendations to improve targeting, content, timing, customer experience and commercial performance.
Personalisation strategy
Use customer data to personalise communications, product recommendations and digital experiences.
Support a right message, right channel, right moment approach to customer engagement.
Help build more meaningful and relevant fan journeys.
Platform management
Manage CRM and marketing automation platforms.
Ensure accurate setup, tagging, tracking, segmentation and campaign governance.
Work with relevant teams to maintain platform integrity and effective customer data flows.
Cross-channel integration
Coordinate CRM activity across:
Email
SMS
App
Online store
Retail point of sale
Social channels
Support a unified and consistent customer journey across relevant touchpoints.
Compliance and data protection
Ensure all CRM activity meets GDPR and internal data privacy standards.
Manage consent, opt-outs, customer preferences and secure data handling.
Ensure customer communications are responsible, compliant and respectful.
Key skills and experience Customer and data expertise
Strong analytical skills.
Ability to interpret customer behaviour, engagement signals and transactional data.
Ability to build meaningful audience segments using behavioural, demographic and purchase data.
Confidence producing insights that influence targeting, content strategy, retention and customer value growth.
CRM and campaign execution
Experience planning, building and deploying CRM campaigns.
Experience across email, SMS, app push or other digital channels.
Comfortable running test-and-learn approaches, including A/B testing and multivariate testing where relevant.
Understanding of automated lifecycle journeys, including onboarding, reactivation and retention workflows.
Personalisation and targeting
Understanding of personalisation principles and customer-level KPIs.
Ability to support relevant communications across channels.
Experience supporting dynamic content, data-driven recommendations and targeted customer journeys.
Platform and technical skills
Experience using CRM or marketing automation platforms.
Understanding of tagging, tracking, data capture, segmentation and platform governance.
Comfortable working with dashboards, customer data platforms and reporting tools.
Experience requirements
Experience in CRM, digital marketing, customer engagement, lifecycle marketing or retention marketing.
Practical experience managing CRM campaigns from brief to build, deployment and analysis.
Experience using CRM or marketing automation platforms.
Demonstrable experience using customer segmentation and behavioural targeting.
Experience creating or optimising automated customer journeys, such as welcome, reactivation or post-purchase campaigns.
Experience analysing engagement data and converting insights into practical recommendations.
Experience working in multi-channel marketing environments, including email, SMS, app, web or social.
Strong understanding of GDPR, consent capture and preference management.
Desirable experience
Experience working in retail, ecommerce, music, entertainment, lifestyle, hospitality or fan engagement environments.
Familiarity with customer data platforms or journey orchestration tools.
Knowledge of loyalty programmes or reward-based customer models.
Experience working with test-and-learn frameworks and incremental value measurement.
Just So You Know…
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.
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