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The Orchard · 1 month ago

Associate Director, Fan CRM - The Orchard

New York, NY

Full-time

Onsite

Lead/Staff, Director/Executive

$75K/yr - $100K/yr

5+ years exp

The Orchard is a leading full-service music distribution company operating globally, dedicated to empowering independent artists and labels. The Associate Director, Fan CRM will be responsible for developing and executing CRM strategies to engage fans, optimizing campaigns, and collaborating with cross-functional teams to enhance artist campaigns and drive growth.

ArtDigital EntertainmentDirect MarketingMusicVideo

Culture & Values

Responsibilities

Lead the development and execution of CRM strategies to engage fans throughout the full lifecycle — from acquisition to retention and conversion — across email, SMS, and emerging fan communication platforms

Drive strategy around CRM segmentation, automation, and personalization strategies that drive streaming, ticketing, D2C e-commerce growth and more, working in partnership with our internal Product, Design & Engineering teams to help guide future product features while also leveraging 3rd party partner tools

Partner with our Relationship Management, Global Paid Media & Growth Strategy, Brand Marketing and Marketing Strategy teams to continuously educate internal teams and clients on CRM best practices and ensure proper integration of CRM strategies into artist campaigns across the organization

Own end-to-end execution of CRM campaigns, including planning, deployment, testing, and performance tracking

Use audience insights and data analytics to continuously optimize cadence, content, and conversion performance

Develop reporting frameworks to communicate campaign performance and actionable learnings internally & externally

Collaborate with e-commerce/D2C teams to design CRM campaigns that drive product discovery & sales conversions

Implement cross-channel automation that connects fan data from merch stores, streaming platforms, and fan sign-ups

Continuously test and refine email and SMS creative and strategy to maximize ROI across transactional campaigns

Oversee the strategic use of both proprietary tools and 3rd-party CRM platforms (e.g., Laylo, Klaviyo, Salesforce, etc.)

Identify opportunities to innovate with content, automation, fan segmentation, and data enrichment capabilities

Collaborate with Marketing Strategy, Relationship Management, Audience Development, Privacy and Product, Design and Engineering teams to ensure compliance with global privacy regulations with consumer CRM strategies and campaigns

Support VP, Audience Development and SVP, Business Development & Emerging Technology in evaluating & trialing new fan CRM technologies and tools

Continuously monitor & educate on emerging CRM trends not just within the Music business ecosystem, but across other verticals and industries (Gaming, Sports, TV/Movies, etc.)

Partner closely with Marketing Strategy, Relationship Management, Audience Development, Privacy + Product, Design and Engineering teams to ensure CRM initiatives align with broader release & company goals

Serve as a CRM thought leader and expert both internally across the organization and externally for artist and label partners, providing best-practice guidance and data-driven recommendations in partnership with Marketing Strategists

Support VP, Audience Development in continuously educating marketers around the globe on CRM best practices specific to their local markets and cultures

Qualification

CRM strategyData analyticsE-commerce integrationCRM platformsAudience segmentationEmail marketingSMS marketingPassion for musicCollaborationCommunication

Required

5+ years of CRM or lifecycle marketing experience within music/entertainment verticals, inclusive of e-commerce

Proven track record of driving measurable growth in fan or customer engagement through email and SMS

Hands-on experience with CRM platforms (e.g., Klaviyo, HubSpot, Salesforce, Braze, etc.) and e-commerce integrations (Shopify, Shopify Plus, etc.)

Deep understanding of first-party data strategy, including audience segmentation, consent management, and data privacy best practices (GDPR, CCPA, etc.)

Strong analytical skills with experience using data dashboards, A/B testing, and KPI reporting to inform strategy

Excellent communicator and collaborator with experience advising multiple stakeholders and creative teams

Passionate about music, fan behavior, and leveraging technology to build lasting artist-fan relationships

Comfortable working flexible hours when needed to support global partners and high-priority releases

Benefits

An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching

Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans

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

Time off for a winter recess