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Director of CRM
Ubisoft
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Company Description
Ubisoft is composed of over 12,000 talented people located in 28 countries across the globe. With around 85% of its staff devoted to game development, Ubisoft has the 2nd largest in-house creative team in the world.
The company’s 27 different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Ghost Recon®, Tom Clancy's Splinter Cell®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Ubisoft Entertainment, a global leader in the video games and entertainment software industry, is currently seeking a dynamic, visionary Director of Customer Relationship Management. This individual has extensive experience in key aspects of Customer Relationship Management, has a deep understanding of customer behaviors, works well cross-functionally, and has a track record of success. They will report to the Vice President of Customer Management and will be responsible for the leadership and management of the NCSA CRM Team, in order to develop, manage and execute campaigns and programs that enrich Ubisoft’s relationships with our gamers across our various brands.
What Does the Ideal Candidate Looks Like?
• Customer-focused: You understand the value of customer experience and use it as the center of every program you produce.
• Data-driven and analytical: You know the value of a goal and enjoy putting your best effort into achieving it.
• Operational Excellence: Process and Prioritization is a passion of yours, and you can collaboratively build alignment around these topics.
• Proven problem-solver: You bring a new perspective to the table and are focused on results
• Leader by influence: You know that leadership comes from good ideas and how you treat people, not just from reporting structures.
Responsibilities:
• Lead a high performing, highly collaborative team, developing strategic and operational framework to ensure the ongoing success and company growth objectives.
• Serve as the functional champion for the CRM Marketing Automation toolset – your team needs you to lead the tools to get their job done, as well as how they work with it on a day to day basis to be as effective as possible.
• Own the internal agency model currently in use by the team and work to improve efficiency of both internal team operation KPI’s. Establish a Service Level Agreement with stakeholders on executional timelines and quality measurements.
• Track, report and improve upon actual performance metrics of individual campaigns and strategic KPIs for retention, engagement and CLV. Be accountable for the final performance of the campaigns themselves.
• Own vision for individual channel messaging and drive improvements to our ability to use personalization and targeting in each through
• Work with internal and agency resources for planning and execution of plans and specific tactics
• Plan out needed personalization and dynamic content for all portions of the campaign across multiple channels
• Structure A/B and/or multivariate tests to optimize campaigns and develop a testing strategy for all channel metrics
• Collaboration with Media, Analytics, Data Science, Audience Management, and Digital Marketing Teams.
• Identify industry trends and opportunities for innovation with the direct marketing space
• Be a customer advocate within Ubisoft marketing, ensuring the highest quality interactions with the customer across all lifecycle channels
Qualifications
• 12+ years of total CRM experience with demonstrated success in multi-channel direct digital marketing
• 7+ years of management experience, preferably working with distributed teams in remote locations and countries
• Demonstrable expert in the field of CRM Strategy using multi-channel customer communications.
• Experience in using multiple CRM and Marketing Automation toolsets like Adobe, Salesforce, StrongMail, Movable Ink, etc.
• Track record of success in the selection and implementation of enterprise-level software systems
• A strong understanding and background in marketing communication principals and best practices
• Excellent communication skills, with the desire to setup and build cross team collaboration
• A strong understanding of digital design principals, user experience design, legal guidelines such as CAN-SPAM and deliverability best practices
• A strong understanding of entertainment and/or video game industry a plus
• Experience with and understanding of web and e-mail tracking technology.
• College Degree in applicable field required, Advanced degrees considered a plus.
• French language skills a plus.
Additional Information
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.