CRM, Senior Manager

Hybrid Work Model

#LI-hybrid

JOB SUMMARY:

We are seeking a highly experienced and strategic Senior CRM Manager to lead the development and execution of our comprehensive CRM strategy. You will join our CRM team at an exciting time to help us grow retain and engage our customer base across all SEGA of America brands (Sonic Yakuza Persona etc).

The ideal candidate will be a results-driven leader passionate about leveraging data technology and customer insights to drive meaningful engagement loyalty and business growth. This role requires a proven track record of architecting robust CRM programs fostering cross-functional collaboration and securing stakeholder alignment to achieve key business objectives. You will be instrumental in evolving our customer lifecycle maximizing customer lifetime value and championing a customer-centric approach across the organization.

CORE RESPONSIBILITES:

• Strategic CRM Program Development & Execution:
  • Lead the end-to-end strategy execution and optimization of multi-channel CRM programs (email SMS in-app push) to directly support core business objectives like acquisition retention and engagement.
• Cross-Functional Collaboration & Stakeholder Alignment:
  • Act as a key partner and subject matter expert collaborating with Product Marketing Sales Creative Services and other CFX teams to ensure CRM strategies are fully aligned with core objectives.
  • Drive consensus and secure crucial buy-in from CFX stakeholders for CRM initiatives and roadmaps through compelling communication and presentations.
• Data-Driven Insights & Segmentation:
  • Oversee the analysis of complex customer data to identify actionable insights define sophisticated customer segments and inform personalized communication strategies that drive measurable business outcomes.
• Process & Platform Optimization:
  • Proactively identify and implement improvements to CRM operational processes workflows and technology stack (ESPs CDPs etc.). Champion innovative solutions to enhance efficiency effectiveness and scalability.
• Performance Measurement & Reporting:
  • Establish clear KPIs and robust reporting to rigorously measure CRM performance. Provide insightful analysis present findings to leadership and translate data into actionable recommendations for maximizing ROI.

• Team Leadership & Development:
  • Manage and mentor an Associate CRM Manager and Email Producer fostering their professional growth overseeing their projects and ensuring high-quality execution and adherence to strategic goals.
• Other duties as assigned.
• Working in-office is an essential function of this position. This requirement of face-to-face interaction is in place to ensure effective supervision collaboration and -office attendance is required for the following reasons:
  • For effective supervision of employees and our work product which includes ensuring all employees have necessary oversight of their work and access to supervisory assistance which includes meetings to review work product deadlines and status.
  • To foster communication and collaboration among team members which includes the following: allowing for spontaneous brainstorming sessions and exchanges of ideas quick access to team members to enable collaborative problem-solving and stronger cohesion among co-workers and within teams.
  • To enhance the sharing of information necessary to effective job performance and product creation.
  • To enhance understanding of our stakeholders work and business needs facilitate a more seamless and organic workflow and ultimately increase efficiency and successful outcomes.

QUALIFICATIONS AND SKILLS

• At least 5 years of CRM experience working in a fast-paced work environment.
• Proven experience of planning executing and measuring the performance of email and CRM campaigns within a B2C industry.
• A strong understanding of video game industry and player needs.
• A passion for data-driven marketing with experience in segmentation of audiences and personalization of communications.
• Excellent understanding of email marketing best practices. Including basic marketing regulations like GDPR and COPPA
• Vast hands-on experience with CRM ESP CDP tools ( Braze SFMC Iterable mParticle etc.)
• Highly organized with the ability to adapt quickly and efficiently to changing priorities.
• Strong attention to detail.
• Good understanding of quantitative data analysis and statistics.
• Basic knowledge of HTML desirable.
• A keen gamer with knowledge about SEGA and Atlus titles would be a plus.