Senior Manager, Audience Development

Universal Music•Santa Monica, CA

22d•Onsite

About The Position

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 own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. 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. Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers D2C for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of D2C & merchandise for artists, providing a full-service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more. How we LEAD: Merchandise and commerce are a part of the fabric of music culture. For artists, it’s a way to develop and further articulate their brand. For fans, it’s another pathway to connecting with an artist and the culture they represent. Interscope and Famehouse are seeking a creative and collaborative Senior Manager, Audience Development to lead the CRM strategy. This role will report into Famehouse, but will be deeply embedded into Interscope’s team and based out of the label’s Santa Monica office. Focusing on connecting music fans with the right message, at the right time, you will turn insights into a strategic position that will achieve both artist and label business goals. You are a data-driven CRM marketing expert with a passion for customer engagement and lifecycle marketing. You thrive in a fast-paced environment and have a strong understanding of email and SMS marketing best practices, user journeys, and performance optimization. You are highly analytical and strategic, yet creative in your approach to personalization and audience segmentation. With an eye for detail and a proactive mindset, you enjoy collaborating cross-functionally and leveraging insights to drive measurable results. How you’ll CREATE: You will be responsible for leading and executing the email and SMS marketing strategy to drive retention, engagement, and revenue growth. This role will oversee a team of two and will drive customer journey mapping, segmentation strategies, and performance analysis to enhance the customer experience and maximize lifetime value. You will work cross-functionally with internal teams to align email and SMS initiatives with broader business objectives.

Requirements

8+ years of experience in email marketing, with a deep appreciation and understanding of pop culture and the music industry
Expertise in email and SMS marketing best practices, including customer segmentation, journey mapping, compliance, deliverability, and performance optimization.
Strong analytical skills with the ability to interpret data and translate insights into action.
Experience with personalization, customer journey building, and retention-driving strategies.
Excellent organizational and project management skills, with the ability to manage multiple campaigns and deadlines.
Strong communication skills with experience presenting data-driven insights to stakeholders and leadership.
Must have a 'can do' attitude with an entrepreneurial mindset and be comfortable working in a dynamic, unstructured environment on complex projects
Experience in Adobe Suite (Photoshop, Illustrator, Dreamweaver, InDesign) required

Nice To Haves

Experience with ESPs and Attentive is a plus, as well as basic knowledge of HTML and CSS.

Responsibilities

Develop a Multi-Channel Communications Strategy : Craft and execute a data-led communications plan across email and SMS to drive engagement with targeted customer segment
Oversee Day-to-Day Operations : Lead the end-to-end delivery of multi-channel campaigns, ensuring timely execution, high quality, and strong collaboration across teams
Leverage Data-Driven Insights : Use customer and campaign insights to identify opportunities, guide strategic decisions, and continuously improve channel performance
Implement Testing and Optimization : Champion a test-and-learn experimentation approach to refine messaging, targeting, and creative to optimize comms effectiveness
Lead Cross-Functional Projects : Lead complex CRM projects, ensuring strategic alignment, managing risks, and driving outcomes that support wider business priorities
Embrace Innovative Tools and Techniques : Stay ahead of CRM tech developments, adopting new tools and processes to improve efficiency and effectiveness
Proactively Support Business Goals : Understand broader Label business challenges and suggest CRM initiatives that help address them and drive commercial impact.
Foster Strong Team and Stakeholder Relationships: Build solid relationships with cross-functional teams to enable the successful delivery of the Audience Strategy vision together
Manage, Mentor, and Develop the Team : Provide clear leadership and direction to the CRM team, ensuring accountability, performance, and development. Act as a role model, fostering a high-performing, engaged, and inclusive team culture

Benefits

Comprehensive medical, dental, and vision coverage
Including 100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
A variety of ways to prioritize much-needed time away from work including:
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent