Digital Customer Engagement Executive in London

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.

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.

This team will create exceptional products, experiences and customer journeys for Beatles fans globally. From product design and packaging to retail, e‑commerce, trading and fan engagement, every touchpoint must reflect the creativity, quality and cultural significance associated with The Beatles.

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 personalized, high‑impact communications that strengthen loyalty, increase customer lifetime value and enhance the fan experience.

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, and 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, and 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, and loyalty‑led messaging.
• 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.
• Customer insights and reporting: Analyse CRM and campaign data to understand customer behaviour, campaign performance, channel effectiveness, and 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. Help build more meaningful and relevant fan journeys.
• Platform management: Manage CRM and marketing automation platforms. Ensure accurate set‑up, tagging, tracking, segmentation and campaign governance.
• Cross‑channel integration: Coordinate CRM activity across email, SMS, app, online store, retail point of sale, and social channels.
• 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.

Key Skills And Experience:

• Customer and data expertise: Strong analytical skills. Ability to interpret customer behaviour, engagement signals and transactional data.
• CRM and campaign execution: Experience planning, building and deploying CRM campaigns across various digital channels.
• Personalisation and targeting: Understanding of personalisation principles and customer‑level KPIs.
• Platform And Technical Skills: Experience using CRM or marketing automation platforms.

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.
• Strong understanding of GDPR, consent capture and preference management.

Desirable Experience:

• Experience working in retail, e‑commerce, music, entertainment, lifestyle, hospitality or fan engagement environments.
• Familiarity with customer data platforms or journey orchestration tools.

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.