Job Description:

Blizzard Entertainment has served as a fundamental force in competitive gaming for over 15 years. With our global esports initiatives continuing to expand, evolve and reach new audiences, we’re searching the world over for talented people who are as passionate about the amazing competition taking place in our games as we are.

Activision Blizzard Esports (ABE) serves as the operational foundation and partnership hub for the Overwatch League and Call of Duty League. ABE is uniquely positioned to create long-term value via the commercialization of the esports portfolio through brand partnership and media rights sales. Overwatch League and Call of Duty League are seeing great success in signing world-class teams, and launching compelling programming to a diverse international audience and quickly became the most commercially successful esports programs in history.

As a Head of CRM Strategy and Sales Operations, you will be responsible for leading the integrated CRM strategy for email, SMS, mobile app messaging, and in-game communications across all of Activision Blizzard Esports. You will develop and execute consumer acquisition, engagement, and retention initiatives while evolving our approach to one-to-one engagement at scale. You will also partner closely with our partnerships organization on scaling and supporting their operations.

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:

Build and expand on key stakeholder relationships across ABE and the larger Activision Blizzard organization
Partner with legal privacy teams to unlock audiences for the ABE business across first- and third-party data sources.
Frame the CRM strategy for ABE executive stakeholders as part of go to market plans
Manage agency and vendor relationships to optimize email production and find efficiencies against CRM budget
Contribute to web and mobile roadmap to ensure proper acquisition features and workflows are in place to optimize digital products for CRM
Provide thought leadership to the ABE business around audiences and data strategies to maximize opportunities for growth
Develop and manage a team of CRM and paid media professionals
Stay current on new and evolving CRM technologies that will help drive the ABE business
Manage sales operations and deal support/valuation for go-to-market teams, including relationships with key vendors

Responsibilities:

At least 8 to 10 years of experience managing CRM teams and driving CRM strategy
Own the CRM roadmap of initiatives that are aligned with ABE business objectives and KPI’s
Maintain ABE architecture of data within Salesforce Marketing cloud or other enterprise ESP’s
Protect the integrity of ABE first-party data and maximize delivery of CRM channels
Identify areas to monetize ABE first-party data and consistently show how fan data contributes to league viewership on youtube.com
Serve as a data protection officer for ABE, ensuring all data capture mechanisms are compliant, secure, and initiate the consents needed to share with ABE league teams
Serve as a key point of contact for leagues teams as it relates to CRM strategy and data management
Set goals for the acquisition of first-party data, leveraging programs focused on acquiring lapsed and active players
Expand on the profile of fan data, from basic PII to attitudinal, demographic, and psychographic attributes to reveal fan insights and create and or expand on fan segmentation
Work alongside marketing, analytics, and global growth to attribute spend and efforts back to core viewership KPI’s (AMA, unique viewers, concurrent viewers)

Technical Requirements:

Working knowledge of ESP’s including Salesforce, Braze, and SWRVE
Basic knowledge of SQL and relational database models
Advanced PowerPoint and presentation skills