Senior Director of Fan Engagement

This is a Full Time Job

Sr. Director, Fan Engagement (US)

Job Description:

Job Title: Senior Director, Fan Engagement

A little bit about our team:

We are seeking a highly organized and proactive Senior Director, Fan Engagement to join Warner Music Group's Global Marketing team.

Your role:

The Senior Director, Fan Engagement will play a key role in driving Warner Music Group's CRM strategy, overseeing how we communicate with millions of fans across email, SMS and emerging direct-to-fan channels. This role is responsible for ensuring CRM campaigns are impactful, data-driven and consistent across labels and regions, while championing fan-first practices that turn casual listeners into superfans.

The Senior Director manages a team of two and partners with labels, global marketing teams and external partners to deliver high-quality campaigns, embed best practice and ensure WMG's fan engagement activity aligns with global priorities while driving meaningful results at label level.

Here you'll get to:
• Partner with the Director, Global Fan Engagement to shape and deliver WMG's fan engagement strategy
• Provide leadership for the fan engagement function globally, ensuring consistency and best practice across labels and regions
• Champion innovation by adopting new approaches to CRM and direct-to-fan communication
• Lead and develop the US-based Fan Engagement team, fostering a collaborative and high-performance culture
• Coordinate with fan engagement leads across EMEA, Asia and Latin America to align campaigns and share learnings
• Manage workflows across time zones and high campaign volumes, ensuring quality and timeliness
• Oversee execution of global, multi-channel campaigns (email, SMS, WhatsApp) in partnership with labels
• Build and share best-in-class templates, processes and examples that improve campaign quality and efficiency
• Partner with label teams to upskill staff, clarify campaign priorities and embed fan-first practices
• Work with the Global Audience team to ensure fan data is clean, segmented and actionable across all platforms
• Monitor and evaluate campaign performance, surfacing insights that drive optimization and ROI
• Produce regular reporting for stakeholders, highlighting successes and opportunities for improvement
• Build strong partnerships with frontline labels, ensuring fan engagement activity supports artist and business goals
• Collaborate with Ad-Tech, Paid Media and Audience teams to integrate fan engagement CRM with broader marketing strategies
• Act as a senior point of contact for global stakeholders, ensuring CRM activity supports WMG's strategic priorities

About you:
• 10+ years' experience in CRM or fan engagement marketing, with proven success leading large-scale, multi-channel campaigns
• Leadership experience managing teams and guiding CRM strategy across regions or global organizations
• Expertise in Salesforce Marketing Cloud (Email Studio, Journey Builder, Audience Builder); HTML/CSS required, AMPScript a plus
• Strong track record of presenting CRM performance and insights to senior stakeholders and driving business impact
• Experience with Customer Data Platforms and working knowledge of SQL
• Skilled at managing multiple projects across teams and time zones; familiar with agile workflows and project management tools (e.g. Jira, Asana, Airtable, Monday.com, Trello)
• Strong Excel/Google Sheets and presentation skills
• Deep knowledge of direct-to-fan marketing trends and how they apply to artists and global labels
• Passionate about music, artists and the role of CRM in building fandom
• A strategic leader with the ability to set global direction while staying connected to detail
• Data-informed but fan-first and able to translate insights into meaningful communication
• Collaborative and influential, comfortable working across labels, global functions and senior leadership
• Curious and forward-thinking, always exploring new ways to evolve CRM and direct-to-fan engagement
• Excited by the future of CRM and how it can evolve to bring artists and fans closer together

We'd love it if you also had:
• Passion for music and a strong awareness of Warner Music labels, artists and the broader industry