CRM Operations Manager (12 Month FTC)

4th Floor Creative is Sony Music Entertainment UK’s in-house creative & strategy hub, which unites Brand Partnerships, Sync, Visual Creative, Digital and Audience Development (D&AD). The division works with Sony Music’s iconic labels – including Columbia, RCA, Commercial Group, Ministry of Sound, Relentless, Insanity – to orchestrate best-in-class activations and amplify artist and brand stories to connect with a global audience.

As the CRM Operations Manager, you will work closely with our labels at SME UK to help deliver best-in-class, creative & innovative CRM partnerships for our artists with the aim of engaging artist current fanbases & acquisition of new fans. You will also work closely with our Analytics, Digital Media, Legal and Data Privacy teams.

You will also collaborate with our Global Product, Design and Engineering team based out of NY who are responsible for providing the tech by which you will support development and adoption. With this you will actively demonstrate best-in-class execution and optimisation of CRM initiatives, ensuring seamless integration, compliance, and data-driven fan engagement to develop our offering in this space and contribute to the global strategy.

What you'll do:

• Lead CRM operations by managing partner compliance, coordinating with the Product, Development and Engineering (PDE) team on integrations and product development, standardising campaign reporting, and implementing new CRM initiatives.
• Manage legal and data privacy collaboration across compliant data acquisition, partnership management, campaign T&Cs, artist data imports, and retention policies.
• Drive fan data execution by aligning CRM and Digital Media audiences, enabling fan journeys and monetisation strategies, supporting label data needs, and advancing use cases.
• Work closely with D&AD teams to develop reporting frameworks and lead label adoption to drive CRM performance and scalability.
• Collaborate with cross-functional teams to align CRM efforts with business objectives, while developing resources for training, support, and guidance to internal stakeholders.

Who you are:

• Proven experience in a CRM role, preferably in Music, Entertainment or Media.
• Experience with Salesforce Marketing Cloud, or similar technologies.
• Knowledgeable in CSS, JavaScript, HTML & Email Marketing
• Experience with third party tools (or similar) such as Movable Ink, Wyng and The Appreciation Engine is desirable.
• Experience with e-commerce stores such as Shopify.
• Knowledge of Data Protection legislation and data management.
• Use of project management tools such as Asana.
• Strong Project management skills with operational experience.

What we give you:

• 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
• We give you the platform to champion positive change, with the opportunity to contribute to our social impact, diversity, equity and inclusion initiatives
• We provide an excellent range of benefits like private medical cover, a generous pension scheme, life assurance, income protection, plus loads of music industry perks. There’s also time off over winter break