Job Description:

As a Director of CRM Strategy, you will be responsible for leading the integrated CRM strategy for email, SMS, mobile app messaging and in-game communications for Blizzard’s portfolio of titles, including Call of Duty on PC. You will develop and execute consumer acquisition, engagement and retention initiatives while evolving our approach to one-to-one engagement at scale.

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

Develop a content strategy that drives the personalization of marketing efforts across CRM channels. Monitor campaign performance on an ongoing basis and optimize rules to maximize effectiveness.
Design and oversee 1:1 player messaging across CRM channels, including email, mobile messaging and in-game communications.
Create an omni-channel experience while managing email, mobile messaging & in-game communications
Evolve email marketing to a more personalized channel, engaging players around key behaviors across the lifecycle
Develop player journey messaging strategies across owned channels
Pilot and roll-out engagement initiatives
Map and drive the omni-channel experience, connecting owned channels for one cohesive player journey
Create an always-on experimentation culture, optimizing audience profiles for more relevant creative
Work with marketing and analytics peers to define key objectives, develop marketing strategy, and lead campaign development.
Work closely with franchise and growth strategy leads to gain alignment on the defined CRM marketing strategy
Manage and work with vendors to develop content CRM communications and QA content before pushing campaigns into production.
Communicate effectively with internal stakeholders regarding CRM product development, campaigns and results
Support CRM team in the creative development and support of other outbound CRM campaigns as needed.

What you’ll bring

10+ years of CRM/digital marketing experience in CPG, technology, entertainment, gaming, or related fields, focusing on data-driven, personalized marketing content.
Experienced people manager of cross-functional teams, as well as adept at managing intra-org relationships to set teams up for success
Hands-on experience with digital marketing at scale: across multiple brands or across a broad functional scope with millions of customers/subscribers. Product management experience of the front page or checkout path of a major eCommerce site is a plus
Expert in nurturing relationships, reducing churn, improving engagement, and monetization with 1:1 communications
Proven experience across channels areas including email, CRM, SMS, social and push messaging
Proven ability to use segmentation and behavioral data to personalize and optimize each players experience
Proven success developing re-engagement and win-back strategies
Experience building and/or running loyalty and/or membership programs
Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics. Evaluation of metrics to influence strategic marketing decisions
Experience using Campaign management tools and ESP providers to execute campaigns.
Understanding of data privacy and governance policies.
Strong organizational skills, ability to be self-directed and work independently, and demonstrated ability to overcome obstacles to deliver on deadline is a must.
Interest in measurement and aptitude with numbers is required.

What you've done

Led CRM or performance marketing team with proven results
Experience with developing and managing personalization and targeting of content at scale.
Gaming experience a plus but not required. However, a strong willingness to learn our products (and therefore our customers) is required.
Localization across global audiences is a plus.
Developed strategic plan for CRM offense