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About the Role

We are seeking an accomplished Senior Program Manager to lead and shape UMG’s most strategically important global D2C transformation and growth programs. This role will define program objectives, delivery strategy, governance, success measures and the approach required to translate ambition into coordinated, measurable execution across eCommerce, CRM, data, technology and fan engagement.

Responsibilities

Own the end-to-end leadership and delivery of UMG’s highest-priority global D2C transformation and growth programs across eCommerce, CRM and related direct-to-fan initiatives.
Translate broadly defined strategic outcomes into clear program objectives, roadmaps, operating models, success measures and integrated delivery plans.
Shape program strategy and provide evidence-based recommendations to senior leaders on priorities, sequencing, investment, resourcing, trade-offs and key decisions.
Lead complex, interdependent workstreams involving senior stakeholders across central, regional and local teams, creating alignment across differing priorities and market contexts.
Establish and chair effective program governance, including steering forums, decision-making structures, executive reporting, risk management and escalation routes.
Act as a trusted adviser to senior stakeholders, using judgement and subject matter expertise to challenge assumptions, resolve ambiguity and move teams towards clear decisions.
Build strong, trusted relationships across UMG and influence without direct authority, adapting communication and approach to different audiences, functions and regions.
Develop and promote scalable program management methodologies, governance standards, templates and reusable frameworks that strengthen delivery across global D2C initiatives.
Distil complex strategic, commercial, technical and operational discussions into clear recommendations, decisions, accountabilities and practical next steps.
Anticipate and resolve strategic risks, blockers, dependencies and decision points, escalating appropriately while maintaining ownership of progress and resolution.
Define and track program outcomes, benefits and performance measures, using data and insight to assess progress, inform decisions and demonstrate impact.
Partner closely with eCommerce, CRM, marketing, technology, operations, data and regional teams to improve operating models, workflows and cross-market ways of working.

Requirements

Extensive senior program management experience leading complex, enterprise-scale transformation or growth initiatives, ideally within D2C, eCommerce, CRM or a related digital consumer environment.
A track record of working from broadly defined outcomes and independently defining program objectives, strategy, governance, delivery approach and success measures.
Demonstrable expertise in leading global, cross-functional programs involving multiple markets, functions, senior stakeholders and significant organisational complexity.
Strong strategic and commercial understanding of eCommerce and/or CRM principles, operating models, platforms, workflows and performance drivers.
Proven ability to influence executive and senior stakeholders, challenge constructively and build alignment where priorities, incentives or perspectives differ.
Expert knowledge of program governance, integrated planning, risk and dependency management, executive reporting, decision management and benefits realisation.
Experience developing and embedding program management methodologies, governance standards, reusable frameworks or improved ways of working.
Strong critical thinking and judgement, with the ability to absorb complex information, identify enterprise-level implications and make clear, evidence-based recommendations.
Exceptional written and verbal communication skills, with the ability to produce concise executive summaries, steering materials, decision papers and strategic recommendations.
Highly proactive and accountable, with a strong track record of maintaining momentum, resolving ambiguity and delivering outcomes in a fast-paced global matrix.
A genuine passion for music and a strong interest in how artists connect with fans and create value through digital platforms, commerce, content and data.
Experience in music, entertainment, media or another fan-focused consumer industry would be an advantage.
Experience of business transformation, operating-model design, enterprise change or strategic consulting.
Familiarity with eCommerce, data, workflow, automation or AI tools, including platforms such as Shopify, Looker Studio or similar.

Skills

eCommerce
CRM
Program Management
Data Analysis
Relationship Building
Influencing
Strategic Thinking
Commercial Acumen
Communication
Problem Solving
Project Delivery
Governance
Risk Management
Stakeholder Management
Business Transformation
Operating Model Design
Shopify
Looker Studio

Location

Global

Work Type

Full-time

Experience Level

Senior

About the Company

Universal Music is the world’s leading music company.
The D2C Transformation & Growth team works at the centre of UMG’s global direct-to-consumer growth agenda.
It acts as a catalyst for change across UMG’s global businesses, shaping how artists connect with fans and create value through commerce, data, technology and fan engagement.
The team partners with global labels and specialist functions to align senior stakeholders around shared transformation outcomes, define scalable operating models and lead complex D2C initiatives.
We identify opportunities to improve how work is organised, how data and insight are applied, and how global capabilities and programs are delivered at pace and at scale.

Equal Opportunity

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities.
We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles.
If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.