Context
Games industry evolved towards services and the need to win a good share of players’ entertainment time. Acquiring new customer is one of the challenges, the other is to keep them in Ubisoft ecosystem. The service that Ubisoft will provide all along the gamer journey will make the difference among a highly competitive market. The communication towards 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.
Ubisoft has leveraged one of the top ranking leading technology in Campaign Management: Adobe Campaigns, but also operates on other channels (web banners, in-game news, console hubs) with specific tools. The CRM Department is in charge of the CRM Channels for the entire EMEA zone, collaborating with varied clients like Ubisoft HQ, EMEA HQ and subsidiaries and production teams from all over the world.
In this context, the CRM lifecycle activity aims at improving the company’s KPI of retention and monetization, ensuring player satisfaction at each step of his consumer /or gamer journey. Leveraging the power of data and multiple reach opportunities of CRM channels, the lifecycle activity helps create 1-1 relationship with Ubisoft clients and ultimately drive loyalty within Ubisoft’s ecosystem.
Main responsibilities
- Define CRM multi-channel strategies for Ubisoft titles and services
- Develop personalized customer journeys based on consumer history and player behaviors
- Ensure an optimized use of all the Owned Media channels (emailing, adserver, ingame, …)
- Identify opportunities for new channels leveraging the Consumer Data (PC launcher, mobile)
- Lead lifecycle campaigns coordination and execution
- Gather and formalize internal client’s needs and expectations (production studios, EMEA marketing teams, e-shop, Consumer Knowledge services, Uplay, …)
- Plan, coordinate and set up customer lifecycles for all Ubisoft titles and services
- Collaborate with all lifecycles stakeholders (Prod, EMEA, NCSA)
- Optimize the lifecycle activity process and performance
- Develop process & templates to ensure efficient collaboration with internal clients and operational resourcesIdentify industry
- trends, best practices and opportunities for innovation with the direct marketing and consumer experience space
- Establish KPI & monitor AB testing performances
- Systematize campaigns’ post-mortem & identify best practices
- Develop a strong expertise on Consumer Data to build CRM strategies
- Initiate and follow up database analyses in coordination with the CRM Data Analyst
- Elaborate data-driven and customer-oriented recommendations for Marketing teams
- Create consumer profiles and audience segmentation depending on the Business objectives
- Analyze consumers’ behaviors & preferences to adjust lifecycles
- Collaborate with IT & BI teams to ensure data availability & activities’ reports
Key competencies
- A first work experience in marketing and/or CRM
- Creative, with a proven taste for challenge and innovation
- Data-driven and analytical, with expertise on campaign reports
- Experience managing web-based applications such as content management systems, social business software and email service clients
- Excellent project management skills, with ability to carry out and deliver several projects at a time - and on time
- Excellent organizational skills & commitment to detail
- Customer-focused, with strong understanding of data segmentation & targeted messaging
- Curious & team-player
- Reactive, handling the pressure of a very fast-paced industry
- Proficient in English
Pluses
- Good understanding of entertainment and/or video game industry
- Interest in technology and social media
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.
Check out this guide to help you with your application, and learn about our actions to encourage more diversity and inclusion.
