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Director, CRM Strategy

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Job Description:

As a Director of CRM Strategy, you will be responsible for leading the integrated CRM strategy for email, SMS, mobile app messaging and in-game communications for Blizzard’s portfolio of titles, including Call of Duty on PC. You will develop and execute consumer acquisition, engagement and retention initiatives while evolving our approach to one-to-one engagement at scale.

Covid-19 Hiring Update: We’ve transitioned to a work-from-home model and we’re continuing to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.

What you’ll do

• Develop a content strategy that drives the personalization of marketing efforts across CRM channels. Monitor campaign performance on an ongoing basis and optimize rules to maximize effectiveness.
• Design and oversee 1:1 player messaging across CRM channels, including email, mobile messaging and in-game communications.
• Create an omni-channel experience while managing email, mobile messaging & in-game communications
• Evolve email marketing to a more personalized channel, engaging players around key behaviors across the lifecycle
• Develop player journey messaging strategies across owned channels
• Pilot and roll-out engagement initiatives
• Map and drive the omni-channel experience, connecting owned channels for one cohesive player journey
• Create an always-on experimentation culture, optimizing audience profiles for more relevant creative
• Work with marketing and analytics peers to define key objectives, develop marketing strategy, and lead campaign development.
• Work closely with franchise and growth strategy leads to gain alignment on the defined CRM marketing strategy
• Manage and work with vendors to develop content CRM communications and QA content before pushing campaigns into production.
• Communicate effectively with internal stakeholders regarding CRM product development, campaigns and results
• Support CRM team in the creative development and support of other outbound CRM campaigns as needed.

What you’ll bring

• 10+ years of CRM/digital marketing experience in CPG, technology, entertainment, gaming, or related fields, focusing on data-driven, personalized marketing content.
• Experienced people manager of cross-functional teams, as well as adept at managing intra-org relationships to set teams up for success
• Hands-on experience with digital marketing at scale: across multiple brands or across a broad functional scope with millions of customers/subscribers. Product management experience of the front page or checkout path of a major eCommerce site is a plus
• Expert in nurturing relationships, reducing churn, improving engagement, and monetization with 1:1 communications
• Proven experience across channels areas including email, CRM, SMS, social and push messaging
• Proven ability to use segmentation and behavioral data to personalize and optimize each players experience
• Proven success developing re-engagement and win-back strategies
• Experience building and/or running loyalty and/or membership programs
• Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics. Evaluation of metrics to influence strategic marketing decisions
• Experience using Campaign management tools and ESP providers to execute campaigns.
• Understanding of data privacy and governance policies.
• Strong organizational skills, ability to be self-directed and work independently, and demonstrated ability to overcome obstacles to deliver on deadline is a must.
• Interest in measurement and aptitude with numbers is required.

What you've done

• Led CRM or performance marketing team with proven results
• Experience with developing and managing personalization and targeting of content at scale.
• Gaming experience a plus but not required. However, a strong willingness to learn our products (and therefore our customers) is required.
• Localization across global audiences is a plus.
• Developed strategic plan for CRM offense