CRM Support Manager

| Santa Monica

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.

As the CRM Support Manager you will provide exceptional support and services to a fast-thinking and fast-acting community of direct-to-fan marketing teams. This includes enabling users to create the best fan experiences in the world through training, tools, troubleshooting issues, suggesting solutions and optimization of CRM activities. You will work closely with multiple digital marketing departments, including labels, to coordinate efforts, deliver solutions and troubleshoot projects. Position will play a key part in extracting the most value from our suite of CRM tools and products.

Job Functions:

  • Manage day-to-day operation and support for our suite of CRM platforms used by marketing teams across the organization, which includes our Consumer Data Platform (Lytics) and our digital messaging platform powered by Dotdigital.
  • Manage user and account creation and management, basic training, troubleshooting, etc.
  • Support Dotdigital platform by troubleshooting email, subscriber, and page issues (deliverability, rendering, errors, etc.)
  • Investigate deliverability issues and/or optimization
  • Administer system training as needed by the organization
  • Test new system features and functionality
  • Create and manage complex audience queries and integrating them into the Dotdigital platform
  • Create and manage standard form templates including sweepstakes and campaign pages
  • Create reports for campaign analysis
  • Working with legal teams to comply with existing and nascent data privacy regulations
  • Work with marketing teams and technical teams to provide support and guidance in campaign execution as needed

 Job Requirements:

Skills/Abilities:

  • Ability to understand, assess and prioritize how an issue is affecting a system
  • Ability to solve complex problems
  • Ability to work with cross-functional teams and swiftly drive items toward resolution
  • Proficient debugging HTML, CSS, and SQL
  • Excellent communication skills
  • Extremely organized and detail oriented
  • Ability to prioritize, multi-task and shift priorities on an as needed basis
  • Looking for someone who is both a technical and business resource
  • Can provide exceptional service to teams with a positive and collaborative attitude and exceptional communication

Experience:

  • 3+ years customer facing experience providing support or client services
  • Experience in Lytics and Dotdigital is a plus

Education:

  • Bachelors Degree in Marketing, Technology, Business, or related field

Universal Music Group is an Equal Opportunity Employer.

Disclaimer

This job description only provides an overview of job responsibilities that are subject to change.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AccessDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by providing feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program
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