CRM Strategy Specialist H/F Ubisoft

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 operates on a wide variety of owned channels (email, web banners, in-game news, console hubs, mobile notifications...) with specific tools, collaborating with varied clients like Ubisoft HQ, Global Brand Publishing, and production teams from all over the world.

In this context, the CRM Game Strategy activity aims at improving the company's acquisition, retention and monetization, ensuring player satisfaction at each step of their consumer /or gamer journey. Leveraging the power of data and multiple reach opportunities of CRM channels, the game strategy 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 (web, mobile).

Lead lifecycle campaigns coordination and execution

• Gather and formalize internal client's needs and expectations (production studios, EMEA marketing teams, e-shop, Consumer Knowledgeservices, Ubisoft Connect, ...) ;
• Plan, coordinate and set up customer lifecycles for all Ubisoft titles and services ;
• Collaborate with all lifecycles stakeholders (Prod, Brand).

Optimize the Game Strategy activity process and performance

• Develop process & templates to ensure efficient collaboration with internal clients and operational resources ;
• Identify 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 Data Analyst partners ;
• 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 consumer journeys ;
• Collaborate with IT & BI teams to ensure data availability & activities' reports.