Customer Relationship Management is central to Spotify’s global growth plan. By understanding and engaging with Spotify’s 100+ million active users, the CRM team will drive activation, engagement and conversion. The Global Director of CRM, reporting to the VP of CRM and Marketing Sciences, will manage all aspects of CRM operations, including working with internal stakeholders to execute existing programs, devising and executing new automated marketing programs, and managing the prioritization and optimization of such programs.

• Deliver measurable, positive impact in activation, engagement and conversion, across all our key markets, consumer segments and products.
• Collaborate closely with internal teams to create the master view of CRM at Spotify.
• Work with expert internal groups in our Product, Brand and Marketing, Conversion, and Artist Promotions teams to enable stronger results through CRM.
• Develop and execute a process framework to continuously improve our CRM toolkit, including prioritization, campaign management, measurement and analytics.
• Manage a team of CRM managers and production/QA specialists, with a build-measure-learn culture to continuously improve Spotify’s CRM capabilities.

• At least 10 years of work experience, with 7 years in CRM-focused or digital marketing industry, and at least 5 years in a management role.
• Proven track record of driving significant improvements in engagement and revenue using CRM programs, including email and other outbound push channels.
• Expertise of working with CRM technologies including email marketing systems, mobile notifications, testing tools, etc. (Salesforce/ExactTarget, Eloqua, AppBoy, etc)
• Track record of developing performance processes and toolkits to support CRM activity, project prioritization, and business processes.
• Ability to work within a global marketing organization.
• Excellent communication and interpersonal skills (you'll be working with several internal teams to bring your plans to life).
• Strong personal organization and project management and prioritization abilities, as well as anticipating business needs.

  We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and our creators. This is something we value deeply and we encourage everyone to come be a part of changing the way the world listens to music.