CRM Specialist

Company description

Ubisoft is a global reference in video games, with teams around the world creating original and memorable gaming experiences, from Assassin’s Creed to Rainbow Six to Just Dance and many more. We believe that diversity of perspectives advances both players and teams. If you are passionate about innovation and want to push the boundaries of entertainment, join our journey and help us create the unknown!

Job description

Games are increasingly service-oriented. Acquiring new players is only 50% of the challenge; the other 50% is retaining them within the Ubisoft universe. The service Ubisoft provides throughout the player journey will make the difference. To increase effectiveness, player communication must be multichannel and personalized: sending the right message, to the right person, at the right time, via the right channel and on the right device.

Within the Customer Relationship Management (CRM) department, you will be in regular contact with multiple teams around the world to operate campaigns on the channels for which you are responsible: emails and in-game banners.

Your role will be to translate business objectives and campaigns into our CRM tools (Salesforce Marketing Cloud being one of them) and support the growth of the activity. You will coordinate and oversee the production, configuration and execution of multichannel CRM campaigns to better integrate the player into the game experience and encourage active community engagement.

What you will do:

CRM operations:

• Use the necessary CRM tools to configure, deploy and maintain multichannel campaigns,
• Collaborate with CRM strategists on their campaign plans to implement targeting/segmentation, campaign priorities and processes, and strategic evolutions,
• Implement targeted content rules and appropriate personalization data (personal information and gameplay statistics) to support campaign objectives,
• Maximize standardization and automation of campaign operations to improve efficiency and productivity,
• Collaborate with partner teams across the organization on channel evolution and data availability, notably IT teams, data scientists, business analysts and game production teams,
• Contribute to MarTech initiatives and lead various projects to foster continuous improvement and innovation.

Results analysis and optimization:

• Actively participate in tracking campaign key performance indicators (KPIs),
• Ensure the highest level of deliverability for each channel and work closely with the analytics team to report performance,
• Develop a deep understanding of player behaviors and their interactions with campaigns,
• Formulate recommendations and proposals to optimize the player experience across our channels,
• Share and document knowledge and best practices.

Qualifications

What you will bring:

Technical skills:

• Education in administration or computer science,
• Previous experience in CRM or data is a major asset,
• Understanding of HTML or basic knowledge of SQL appreciated,
• Good command of Microsoft software (Office, Excel).

Interpersonal skills:

• Strong analytical mindset,
• Good project management skills,
• Problem-solving attitude and enjoyment in answering "how are we going to get there?",
• Autonomy, organizational skills and ability to manage multiple tasks simultaneously,
• Attention to detail,
• Team spirit and excellent communication and interpersonal skills,
• Excellent communication skills.

Additional information

We adopt a hybrid working model that helps you stay connected with your team and aligned on company priorities while giving you the possibility to maintain your work-life balance. Note that some roles are fully office-based and are not eligible for hybrid work.

If you require a work permit, your eligibility may depend on your education and relevant years of work experience, as required by the government.

Skills and knowledge come in many forms and can be based on relevant experience, which is why we strongly encourage you to apply even if you do not meet every requirement listed above.

At Ubisoft, we encourage diversity in all its forms. We are committed to fostering an inclusive and respectful work environment for everyone. We understand that having a pleasant interview is important. Therefore, if you need accommodations, please let us know if there is anything we can do to facilitate the interview process.