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Director of Customer Experience
2 years ago
Welcome to Striking Distance Studios!
Driven by people. Inspired by challenges. Relentless to deliver creative excellence.
At the intersection of art, design and technology lies Striking Distance Studios. Led by Dead Space and Call of Duty franchise veteran Glen Schofield, a new AAA development studio has risen within the San Ramon Hills of the San Francisco Bay Area. We have planted roots in beautiful Bishop Ranch and are now building our flagship state-of-the-art development studio establishing the East Bay as the new up and coming creative and technological hub we know it to be.
LED BY DEAD SPACE AND CALL OF DUTY FRANCHISE VETERAN GLEN SCHOFIELD, the development team at Striking Distance Studios is hard at work on its first game, The Callisto Protocol, a single player and story-driven survival horror game set in a prison colony on Jupiter’s moon Callisto. Here at Striking Distance Studios it is amazing people, an immersive experience and a passion for excellence that drives us each day. We are looking for people who push themselves creatively and learn with every new challenge. We give you the setting and the opportunity to do work you are proud of. We’re looking for the best to come join us and become part of a world-class team.
To us excellence is not a skill, but an attitude!
Striking Distance Studios continues to grow. We are looking for a Director of Customer Experience (CX) to work on publishing our games and join us in our San Ramon studio.
What we need:
The Director of CX will own build and champion the customer experience strategy at SDS. You will be required to partner closely with cross-functional teams between SDS and KRAFTON on common projects and objectives that build systems, tools, and dashboards to support the best possible customer experience. You will develop and own a process framework that allows for consistent management of all the touch points in the customer journey.
The ideal candidate is an advocate for SDS players with a passion for delivering a best-in-class customer experience that blends creative thinking, technical execution, and data-driven insights. They have a comprehensive understanding of multi-channel marketing across owned, earned, and paid channels. They leverage technology and data to relentlessly measure performance and make optimizations to increase player awareness, drive loyalty, and promote advocacy for SDS games while improving marketing efficiencies.
Responsibilities:
- Create vision, provide direction, and clearly articulate the value of technology initiatives that improve the customer experience and promote loyalty and advocacy from SDS players
- Pinpoint gaps in current SDS CX capabilities and identify the tools and resources needed to scale to match or exceed lead competitors and deliver a customer experience that goes above and beyond player expectations
- Lead the review, selection, and implementation of marketing tech solutions while working in close partnership with SDS Marketing & Engineering and in alignment with counterparts at Krafton
- Coordinate multi-channel strategies to support all stages of the customer lifecycle
- Identify lead KPI’s and develop data-driven measurement plans across owned, paid, and earned channels to enable SDS to continually test and optimize marketing performance across measurable consumer touchpoints
- Collaborate with internal counterparts to develop processes that integrate CX into the SDS Publishing Organization and ensure internal alignment to support optimal CX strategies across all SDS marketing campaigns
- Direct interaction with stakeholders and executives - excellent communications skills are a must.
- Provide forward-thinking thought leadership with focus on multi-year goals and then execute against them
- Lead efforts to maximize the acquisition and enrichment of first-party data to drive personalization and automation
- Partner with Marketing & Communications teams to develop, coordinate, and refine consumer messaging strategies across digital channels
Qualifications:
- 10+ years of CX/CRM or equivalent digital marketing experience, preferably working in gaming, tech, or entertainment
- Proven leadership and management of multi-channel marketing tech systems and processes
- Comprehensive understanding of multi-channel campaign strategy and a vision for aligning paid, owned, and earned marketing channels
- Deep awareness of the latest industry trends and tools driving customer experience innovation including, but not limited to CDP’s, DMP’s, Multi-Channel Marketing Hubs, Personalization Engines, & Analytics Visualization Solutions
- Patient cross functional manager who can drive a vision and implementation across teams and thrive in a startup environment
- Experience in segmentation & modeling methodologies
- Strong ability to leverage user data and engagement analytics to drive strategy
- Established track record of leading successful digital marketing campaigns with measurable results
- Proficiency with marketing technology hubs (Salesforce, Adobe, Braze, etc.)
- Proficiency with Loyalty Programs / Subscription business models
- Experience working with international subsidiaries on global vision and execution
- Passion for video games and the gaming/entertainment industries
- Bachelor’s degree in Business, Marketing, or Communications (advanced degree a plus)
- 8+ years of experience in tech vendor/agency management
- 8+ years of experience in digital and engagement marketing
- Full professional proficiency in English
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