CRM Manager - #2066122

Job Introduction

We’re looking for an experienced, hands-on CRM Manager to join our growing team in Liverpool. This is a key role in how we deliver for some of the biggest names in music — owning email and CRM execution across a portfolio of artist, label and management clients.

You’ll take ownership of building, deploying and optimising campaigns in Braze and Mailchimp, helping artists turn casual listeners into lifelong fans. It’s a role for someone who loves the craft of email, thrives under release-driven deadlines, and wants their work to land in front of millions of fans around the world.

About Big Cookie

Big Cookie Digital is a Liverpool-based CRM and direct-to-fan strategy agency. We work with Warner Music Group, Universal Music Group, Sony Music, leading management companies and some of the biggest names in music, alongside developing artists who are building their fanbases from the ground up.

Our philosophy is simple: artists should own their fans, not rent them. We help them build owned audiences through email, SMS, communities, and fan clubs.

We’re a small, fully remote, SaaS-first team that ships fast and takes pride in the detail. Liverpool is our home, and our connection to the city’s musical heritage runs through everything we do.

Main Responsibilities

Email Build & Campaign Delivery

• Build, test and deploy email campaigns in Braze, Mailchimp and Openstage for major label, management and artist clients
• Own end-to-end campaign execution - from brief through to send, reporting and optimisation
• Work to release-driven deadlines tied to album launches, tour announcements, surprise drops and anniversary moments
• QA every send rigorously -you proof, test and check before anything goes live to a fan

Lifecycle, Automation & Segmentation

• Develop and maintain automated journeys including welcome series, re-engagement flows, post-purchase sequences and tour-driven communications
• Manage segmentation, personalisation and dynamic content to deliver relevant messaging at scale across multiple artist audiences
• Build a deeper understanding of each artist’s fanbase through engagement and purchase behaviour, refining targeting to improve relevance and performance
• Identify upsell and cross-sell opportunities across merch, ticketing and fan club moments, working closely with the wider team

Performance, Testing & Insight

• Run a structured testing roadmap across subject lines, pre-headers, creative, send times and segmentation to continuously improve performance
• Develop dashboards and reporting that turn campaign numbers into clear, actionable insight for clients and the internal team
• Monitor database health, deliverability, bounce rates, unsubscribes and list hygiene, escalating risks where appropriate
• Ensure all activity is GDPR-compliant and follows email deliverability and consent best practice
  

Collaboration & Client Delivery

• Work closely with our strategy, community, design and project management teams to deliver integrated campaigns
• Liaise directly with client teams at labels, management companies and artist camps to align on briefs, timelines and approvals
• Provide regular performance updates to clients, presenting results clearly and confidently
• Bring fresh thinking to the table - we want a CRM Manager who has opinions on what good looks like
  

The Ideal Candidate

Essential Skills

• Minimum 3-5 years’ experience in a CRM management role, delivering campaigns end-to-end
• Strong hands-on experience building and deploying campaigns in Braze
• Strong hands-on experience building and deploying campaigns in Mailchimp
• Demonstrable experience working with leading brands or CRM-driven companies
• Comfortable working to tight, often immovable deadlines tied to release schedules and announcement moments
• Confident with HTML and CSS for email - enough to debug a broken template and tweak production code
• Strong understanding of segmentation, personalisation, dynamic content and lifecycle automation
• Solid grasp of email deliverability fundamentals, GDPR and consent best practice
• Exceptional attention to detail and a commitment to professional output — you understand that how a campaign looks impacts how a fan feels about an artist
• A keen collaborator with excellent communication skills, comfortable working with senior client contacts and managing your own workload
  

Desirable Skills

• Experience with adjacent platforms in our stack: Klaviyo, OpenStage, Laylo, Shopify
• Experience with React Email or other modern email development frameworks
• Background in agency or multi-client environments
• A genuine love of music and fan culture
  

Working At Big Cookie

We’re a small team doing serious work for serious clients. That means responsibility lands quickly, but so does the chance to put your fingerprints on campaigns that reach fans all over the world.

We operate a hybrid working pattern from our Liverpool base - you’ll need to be within sensible travel distance for regular team days, with the rest of your time worked from home. We use Notion, Slack and Google Workspace to stay connected.

What you get back: salary in the £30,000 – £40,000 range depending on experience, a company pension, and the chance to build a career working on some of the most loved artists in the world.

How To Apply

Send your CV and a short note telling us about a CRM campaign you’re proud of — what you built, what you learned, and what you’d do differently next time. Examples of work in Braze or Mailchimp are very welcome.

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ig Cookie Digital is an equal opportunity employer. We welcome applications from all backgrounds and are committed to building a team that reflects the diverse audiences our clients serve.