This job might no longer be available.

Manager, CRM Operations, EMEA (M/W/NB)

Job Description

Games are more and more evolving toward services. Acquiring new customer is only 50% of the challenge; the other 50% are to keep them in the Ubisoft world. The service that Ubisoft will provide all along the gamer journey will make the difference. In order to increase efficiency, the communication toward gamers has to be multichannel and personalized. Send the right message, to the right person, at the right moment, through the right channel and right device.

To accompany the change, Ubisoft has purchased one of the top ranking leading technology: Salesforce Marketing Cloud.

In this context, we are recruiting a CRM Operations Manager in our EMEA CRM Operations team based in Paris.

Reporting to our Group Manager, CRM Operations, EMEA (located in Paris), your role will be to lead the operational team translating the business objectives & campaigns into our CRM toolset and accompany the growth of the activity. Our CRM Operations team coordinates and oversees the production, configuration and execution of multichannel CRM campaigns in an effort to better integrate the player into the game and foster the active participation of the community.

The condition of success relies on:

- a very good understanding of CRM activities,

- a strong ability to coordinate with teams coming from various backgrounds all over the world: NCSA counterparts, IT and game production teams, etc….

- and a good knowledge of CRM technologies.

Job contents :

More precisely, your tasks will be the following :

1. MANAGE THE TEAM MEMBERS AND THEIR PRIORITIES:

- Ensure team’s availability on required operations deployment and set up mitigation plans if needed.

- Provide visibility to all stakeholders on team planning and priorities.

- Provide regular feedback and good visibility on the team’s performance.

2. OPTIMIZE THE AGILITY, PRODUCTIVITY AND AUTONOMY OF YOUR CRM OPERATIONS TEAM:

- Foster automation, industrialization, processes and RACI optimizations for the handling of your team’s operations

- Reduce the possibility for operational mistakes to re-occur.

- Be accountable for the quality of the campaigns delivered by your team and their respect of timeline as to be the advocate of excellent customer experience (frictionless flow, QA, timeliness).

- Troubleshoot and fix all issues with campaigns and CRM toolsets as necessary.

- Follow campaign performance trends as well as the operational efficiency of the team itself.

- Be proactive and flexible on a day-to-day level, and be able to work in fast-paced environment subject to short notice changes/updates;

- Ensure the highest level of deliverability for each channel and work closely with the analytics team to report on performance indicators.

- Documentation & sharing of best practices.

3. DRIVE CHANGE MANAGEMENT WITHIN YOUR TEAM THROUGH DISRUPTIVE TECHNOLOGY

- Address feedback & concerns from your team in regards to toolset & processes changes in order to inspire change and reduce friction.

- Proactively provide visibility on risk assessment analysis of technical topics that might become issues in the short or long term in order to establish mitigation plan and implementation recommendations.

- Drive & lead your team on the evolution & vision of channels on which they are lead: best practices, findings, new ideas, etc...

- Inspire optimization of our player experience within our channels.

4. ENSURE TECHNOLOGY INNOVATION & UPDATES OF CRM CHANNELS

- Gather and define the requirements for the functional improvements of the toolset leveraged by your team back so that it can be communicated & prioritized with IT teams as to continuously improve the team’s efficiency and capabilities.

5. DRIVE DATA RELATED INITIATIVES AS TO SERVE BUSINESS STRATEGY & OPERATIONNAL NEEDS

- Manage our CRM Data Operations Specialist responsible for:

- The coordination of the CRM operational segmentations

- The performance analysis of our CRM campaigns

- The guarantee of the quality & hygiene of our CRM database

- R&D data related projects as to foster improvements & innovations

Qualifications

• Confirmed experience required, ideally in CRM, with a taste for challenge and innovation;
• Successful experience as manager or Team Leader
• Excellent project management skills
• Fluent English mandatory
• Understanding on web technologies API, SQL, HTML and SOAP/REST is a plus
• Experience on Salesforce Marketing Cloud is a plus
• Data oriented and an analytical mind
• Excellent organizational skills
• Detail-oriented, resourceful and autonomous.
• Curious, with a team spirit

Additional Information

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community .

Company Description

Ubisoft’s 19,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their dedication and talent has brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving gamechanging challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us Create the unknown.