CRM Strategy Manager

Company description

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed and Rainbow Six to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!

Job description

The video game industry has evolved toward a service-oriented model and the need to capture a significant share of players' entertainment time. Acquiring new customers is a challenge, as is retaining them within the Ubisoft ecosystem. The service Ubisoft provides throughout the player's journey will make the difference in a highly competitive market. Communication with players must be multichannel and personalized: sending the right message, to the right person, at the right time, via the right channel and the right device.

Ubisoft operates a wide variety of internal channels (email, web banners, in-game news, console hubs, mobile notifications, etc.) using specific tools, in collaboration with various partners such as Ubisoft HQ, Global Brand Publishing teams and production teams around the world.

The CRM strategy activity aims to improve acquisition, retention and monetization while ensuring player satisfaction at every stage of their consumer or player journey. By leveraging the power of data and the multiple touchpoints offered by CRM channels, CRM strategy helps create a personalized 1-to-1 relationship with Ubisoft customers and strengthen their loyalty within the ecosystem.

In this context, the CRM Strategy team is looking for a manager, reporting to the Director of CRM Strategy, to lead a team of CRM strategists managing a varied portfolio of games.

Main responsibilities

• Lead and coach a team of CRM strategists, fostering a collaborative and high-performance environment.
• Supervise onboarding, coaching, mentoring and performance management to support team growth and development.
• Provide operational support in day-to-day CRM strategy activities: selecting relevant channels, defining targets, designing impactful messages and producing detailed reports.
• Guide the team in building game lifecycle journeys for a portfolio of titles, i.e. user journeys across multiple touchpoints: strategy definition, goal setting, resource assessment and measurement of results.
• Collaborate with Analytics and Data Science teams to leverage data in marketing tactics and audience segmentation on CRM channels, and to analyze performance and effectiveness.
• Support and strengthen the team's interactions with key internal partners: brand managers (Global Publishing), production teams, marketing analytics, audience and data science teams.
• Communicate regularly with senior management about team progress, campaign performance, process improvements and cross-functional projects.

Qualifications

• 5 to 7 years of experience in CRM, digital marketing or customer engagement, ideally in entertainment, video games or technology sectors.
• Proven success designing and implementing relationship marketing strategies and personalized campaigns.
• Motivated and enthusiastic leader, able to influence the organization through a clear vision and inspiring storytelling.
• Strong organizational and project management skills, able to manage and prioritize multiple projects, deadlines and workflows.
• Creative, solution-oriented mindset focused on effective execution while maintaining strategic vision.
• Proactive and autonomous, constantly seeking to improve existing programs and processes.
• Strong analytical skills and experience interpreting CRM performance data and applying insights.
• Excellent communication and stakeholder management skills.
• Passion for video games and understanding of player behavior is a significant asset.
• French language proficiency is an asset.

Additional information

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

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

Skills and knowledge come in many forms and can be based on relevant experiences, which is why we strongly encourage you to apply even if you do not meet all the requirements 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 know it's important that the interview is comfortable — if you need accommodations, please let us know if we can do anything to facilitate the interview process.