CRM Strategy Manager

The video game industry has shifted to a service-oriented model, making customer acquisition and retention crucial for Ubisoft. This CRM Strategy Manager role focuses on enhancing acquisition, retention, and monetization while ensuring player satisfaction through personalized, multi-channel communication. The manager will lead a team of CRM strategists, overseeing their development, providing operational support, and guiding them in building game lifecycle strategies. Collaboration with Analytics and Data Science teams is key for leveraging data in marketing tactics, audience segmentation, and performance analysis. The role also involves strengthening internal partnerships and communicating team evolution and campaign performance to senior management.

Must Have

• Lead and mentor a team of CRM strategists.
• Oversee team integration, support, and performance management.
• Provide operational support in daily CRM strategy activities.
• Guide team in building game lifecycle strategies.
• Collaborate with Analytics and Data Science teams.
• Support interactions with internal partners (brand managers, production, marketing analytics).
• Communicate regularly with senior management on team evolution and campaign performance.
• 5-7 years of experience in CRM, digital marketing, or customer engagement.
• Demonstrated success in designing and implementing relationship marketing strategies.
• Motivated leader capable of influencing the organization with a clear vision.
• Strong organizational and project management skills.
• Creative, solution-oriented, and strategic mindset.
• Proactive and autonomous, seeking continuous improvement.
• Strong analytical skills and experience interpreting CRM performance data.
• Excellent communication and stakeholder management skills.

Good to Have

• Passion for video games and understanding of player behavior.
• Proficiency in French.

Perks & Benefits

• Hybrid work model
• Inclusive and respectful work environment
• Opportunity to work with inspiring and challenging teams/projects
• Accommodation for interviews if needed

COMPANY DESCRIPTION

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, 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 into 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 will offer throughout the player's journey will make the difference in a highly competitive market. Communication with players must be multi-channel 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 headquarters, Global Brand Publishing teams, and production teams worldwide.

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, the 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 CRM Strategy Director, to lead a team of CRM strategists managing a varied portfolio of games.

Main Responsibilities

• Lead and supervise a team of CRM strategists, fostering a collaborative and high-performing environment.
• Oversee integration, support, mentoring, and performance management to support team growth and development.
• Provide operational support in daily CRM strategy activities: selection of relevant channels, definition of targets, design of impactful messages, and production of detailed reports.
• Guide the team in building game lifecycle cycles for a portfolio of titles, i.e., user journeys across multiple touchpoints: strategy definition, objective setting, resource evaluation, and results measurement.
• Collaborate with Analytics and Data Science teams to leverage data in marketing tactics and audience segmentation on CRM channels, as well as to analyze performance and effectiveness.
• Support and strengthen team interactions with key internal partners: brand managers (Global Publishing), production teams, marketing analytics, audience, and data science teams.
• Communicate regularly with senior management regarding team evolution, campaign performance, process improvements, and cross-functional projects.

QUALIFICATIONS

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

ADDITIONAL INFORMATION

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

For information: If you need 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 different 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 all. We know it's important for the interview to be enjoyable. Therefore, if you need accommodations, please let us know if we can do anything to facilitate the interview process.