CRM Manager New UK & Ireland, United Kingdom, London

As a CRM Manager, you will work closely with SME UK labels to deliver best-in‑class, creative and data‑led fan engagement campaigns - driving growth of existing fanbases and acquisition of new audiences. You’ll collaborate cross‑functionally with Digital Media, Web Ops, and eCommerce teams to create seamless, high‑impact fan experiences across channels – focussing on first‑party audience growth and commercial opportunities. You will also work closely with our Global Product, Design and Engineering team who are responsible for providing the tech by which you will deploy campaigns. With this you will actively demonstrate best‑in‑class campaigns from the UK and provide continual feedback to this group to develop our offering in this space and contribute to the global strategy.

What you'll do:

• Design and execute data‑led fan engagement strategies that drive first‑party data acquisition, deepen audience understanding, and build long‑term fan value.
• Apply advanced CRM and segmentation strategies (lifecycle marketing, behavioural targeting, propensity modelling) to personalise journeys and optimise D2C conversion and monetisation.
• Develop best‑in‑class, insight‑driven campaigns for Artists combining creativity with performance data to maximise engagement and revenue impact.
• Partner cross‑functionally with Product, Design & Engineering and Legal teams to scale first‑party data automation, ensuring compliant data capture and seamless flow across platforms.
• Leverage partner tools and emerging technologies to continuously test, learn, and optimise campaigns—driving fan growth, innovation and commercial outcomes.
• Champion a first‑party data mindset—embedding segmentation, personalisation, and cross‑channel adaptation across organic fan engagement, paid media, and D2C touchpoints (with Ceremony of Roses).
• Define KPIs, deliver actionable reporting, and lead the technical execution of fan data infrastructure—leveraging SQL within our data warehousing (Snowflake) and tracking frameworks (UTMs, event tagging) to structure, enrich, and analyse fan data, translating performance and behavioural insights into clear optimisation actions.

Who you are:

• Proven experience delivering data‑driven fan campaigns, preferably in Music, Entertainment or Media.
• Experience with Snowflake, Salesforce, Excel, GA4 or similar technologies.
• Experience with fan journeys, segmentation, and first‑party data visualisation.
• Knowledge in HTML, CSS and D2C data e.g. Shopify.
• Knowledge of Data Protection legislation and data management.
• Use of third‑party tools (or similar) such as Wyng, Asana and Appreciation Engine.
• Strong project management skills, detail‑orientated, excellent communicator, and enthusiastic collaborator that works well with team members.
• Ability to thrive in fast‑paced environment, manage multiple tasks at once and work to deadlines.
• Passion for music and helping artists to connect with and build new fanbases.

What we give you:

• Join a vibrant global community with the opportunity to channel your passion every day.
• A modern office environment designed for you, empowering you to bring your best.
• Investment in your professional growth and development enabling you to thrive in our vibrant community.
• The space to accelerate progress, positively disrupt and create what happens next.
• Opportunities to champion positive change, with the ability to contribute to our social impact, diversity, equity and inclusion initiatives.
• An excellent range of benefits like private medical cover, a generous pension scheme, life assurance, income protection, and music‑industry perks.
• Time off over winter break included.

As an active part of a culturally and socially diverse society, Sony Music’s aim is that our workforce is diverse and inclusive. Sony Music is an equal opportunity employer and supports workforce diversity. We employ, retain, promote and otherwise treat all employees and job applicants according to their merit, qualifications, competence and talent. We apply this policy without regard to any individual’s sex, race, religion, origin, age, sexual orientation, marital status, medical condition or disability.