Digital Customer Engagement Executive
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Music is Universal
Its the passionate and dedicated team at Universal Music who help make us the worlds 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
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 itsinception 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 ecommerceretailand customer experience.
This is a rare opportunity to work at the intersection of music culture creativitycommerceand fan experience. The Beatlesremainone 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 productsexperiencesand 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 Corpsand the wider UMG team. When you apply you will be redirected to the Universal Music Group careers portal where you willbe requiredtosubmityour application through Workday.
Role purpose
The Digital Customer Engagement Executive willbe responsible formanaging customer data delivering targeted CRMactivityand 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 lifetimevalueand enhance the fan experience.
The role will work closely with marketing digital ecommerceretailand customer experience teams to activate cohesive customer journeys across all relevant touchpoints.
Key responsibilities
Customer data management
Maintainupdateand organise the customer database.
Ensureaccuraterecords of purchases preferencesbehavioursand engagement history.
Supporthigh standardsof data quality consentmanagementand 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 targetedrelevantand 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 assurancedeploymentand 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 conversionretentionand customer experience.
Loyalty and retention programmes
Support the development and management of loyalty schemes membershipprogrammesor reward-based initiatives.
Encourage repeat purchases and deepen customer connection.
Identifyopportunities 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 customerexperienceand commercial performance.
Personalisation strategy
Use customer data to personalise communications productrecommendationsand 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.
Ensureaccuratesetup tagging trackingsegmentationand campaign governance.
Work with relevant teams tomaintainplatform 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 customerpreferencesand secure data handling.
Ensure customer communications are responsiblecompliantand respectful.
Key skills and experience
Customer and dataexpertise
Strong analytical skills.
Ability to interpret customer behaviour engagementsignalsand transactional data.
Ability to build meaningful audience segments using behavioural demographic and purchase data.
Confidence producing insights that influence targeting content strategyretentionand customer value growth.
CRM and campaign execution
Experience planningbuildingand deploying CRM campaigns.
Experience across email SMS apppushor other digital channels.
Comfortable running test-and-learn approaches including A/B testing and multivariate testing where relevant.
Understanding of automated lifecycle journeys including onboardingreactivationand 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-drivenrecommendationsand targeted customer journeys.
Platform and technical skills
Experience using CRM or marketing automation platforms.
Understanding of tagging tracking data capturesegmentationand platform governance.
Comfortable working with dashboards customer dataplatformsand reporting tools.
Experience requirements
Experience in CRM digital marketing customer engagement lifecyclemarketingor 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 appwebor social.
Strong understanding of GDPR consent capture and preference management.
Desirable experience
Experience working in retail ecommerce music entertainment lifestylehospitalityor 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 jobholders 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.
