D2C Transformation & Growth Program Manager

Key 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.

Must Have

• 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.

Nice to Have

Key Behaviours

Additional Supporting Information