CRM Manager

Define the annual and quarterly global lifecycle and CRM roadmap aligned with customer-centric strategies and commercial objectives Shift the organization from email execution to comprehensive customer lifecycle management and map end-to-end user journeys Drive strategy and optimization for onboarding, cart/browse abandonment, and win-back programs Establish KPIs, growth targets, and resource allocation for the lifecycle marketing group Establish ways of working between global and regional teams and create templates and toolkits Oversee and unify CRM strategies and processes for Gaming and Personal Workspace categories Coach, mentor, and upskill the internal CRM team Foster continuous learning in CRM platforms and methodologies Build and manage A/B and multivariate testing frameworks across the team and agencies Own utilization and optimization of the Customer Data Platform and Salesforce Marketing Cloud Enterprise Partner with the Digital Office and Data Analytics to mature data infrastructure and metrics Set global data compliance policies and standards, optimize subscriber acquisition, and maintain list health Develop and execute the Gaming category lifecycle strategy with external agency support Define audience segmentation for gaming personas and lifecycle stages Optimize revenue per subscriber through cross-sell, upsell, and customer value maximization Create personalization frameworks based on gaming preferences, purchase history, and engagement patterns Partner with Global Gaming Marketing and NAM teams on brand campaigns and product launches Requirements 8+ years of experience in CRM or lifecycle marketing within consumer-facing environments Gaming, technology, or consumer electronics experience highly preferred 2+ years of experience managing direct reports and leading external agency partners/vendors Strong strategic and operational knowledge of Salesforce Marketing Cloud Enterprise, including Journey Builder, Automation Studio, and Data Extensions Experience with Customer Data Platforms / Data Cloud Deep familiarity with marketing attribution models, predictive analytics, LTV modeling, and advanced customer segmentation tools Bachelor’s degree in Marketing, Business, Communications, or a related field Authentic empathy for and understanding of consumers, particularly the gaming community Ability to navigate matrixed global environments and drive transformation Exceptional presentation and relationship-building skills MBA is a plus Core Competencies Demonstrates expertise in CRM and lifecycle marketing strategies, with a strong focus on utilizing Salesforce Marketing Cloud Enterprise and Customer Data Platforms to optimize customer engagement and revenue. Proven ability to lead teams, manage external partnerships, and drive data-driven decision-making in consumer-facing environments, particularly within the gaming sector. Highest-signal resume keywords CRM Strategy Development Salesforce Marketing Cloud Enterprise Customer Data Platform Management Team Leadership and Mentoring Gaming Industry Experience ATS Optimization Keywords Hard Skills Lifecycle Marketing Audience Segmentation Predictive Analytics Marketing Attribution Models A/B Testing Frameworks KPI Establishment Data Compliance Policies Customer Value Maximization Journey Builder Automation Studio Soft Skills Relationship-Building Empathy for Consumers Presentation Skills Strategic Thinking Operational Knowledge Certifications & Qualifications Bachelor’s Degree in Marketing MBA (Preferred) Industry Keywords Gaming Consumer Electronics Consumer-Facing Environments Lifecycle Management User Journey Mapping Tools & Technologies Salesforce Marketing Cloud Customer Data Platforms Data Analytics Tools Email Marketing Tools Multivariate Testing Tools #J-18808-Ljbffr