Manager, Lifecycle Strategy and Automation

Job Description

The Team

The Global Customer Engagement team is part of the broader digital team within the PlayStation central marketing department and is responsible for implementing multi-channel digital programs and campaigns developing a relevant dialogue with tens of millions of customers across the globe.

The Customer Engagement team's primary focus is to cultivate long-term relationships with PlayStation gamers through communications across our primary owned channels (Web, Email, Mobile Push, and on-console).

Within PlayStation, we are champions of customer centric, and data driven marketing and have established continuous test & learn processes to help us provide the business with insights about our customers and their behavior. We are data-driven, innovative, and technical. We are experienced users of Salesforce Marketing Cloud amongst other tools and platforms, and we seek to deliver the most sophisticated marketing programs in the entertainment industry.

Manager, Lifecycle Strategy and Automation

The Manager, Lifecycle Strategy and Automation is responsible for working across the PlayStation portfolio to deliver player engagement and revenue by leading an integrated channel management and contact strategy across our owned channels.

This creative and inspiring leader will work closely with Omnichannel and Measurement teams and be a critical partner to the brand marketers leading PlayStation brands, report to the global Group Manager, Customer Engagement, and be responsible for a lifecycle focused team across various global offices across the Americas and Europe. Together, we are on a mission to redefine owned channel marketing and its relationship to company growth and player engagement.

Responsibilities
• Innovate and evolve the existing portfolio of disparate owned channel programs into a unified, customer-centric, flexible program.
• Ensure that global programs incorporate and support regional goals and tactical outcomes.
• Identify and scale new programs and deliver step-change campaign performance improvement.
• Optimize program portfolio and operating models to deliver reliable returns on investment.
• Maintain deep knowledge of CRM and customer engagement landscape and evolutions, seek and understand emerging trends, provide ongoing education to the marketing organization.

Leadership & Operational Excellence
• Build global process and Center of Excellence for planning and running lifecycle marketing, Games as a Service, and platform engagement, supporting overall business/communications planning across the portfolio through an extraordinary operations framework.
• Lead partnership with Omnichannel Product Management to define and develop feature roadmap and prioritization.
• Develop a persistent ''Test and Learn'' approach across the team, and work with in-house analytics and data teams to lead delivery of campaign insights across Omnichannel campaigns.

Qualifications
• Bachelor degree in Marketing, Communications/ Advertising / Media Studies preferred.
• 8+ years demonstrated ability it D2C marketing, customer lifecycle management, engagement marketing, Games as a Service.
• Experience building and scaling CRM lifecycle programs.
• Video Game and/or other entertainment marketing experience preferred.
• 3+ years of people management experience and proven team leadership.
• Insights-led CRM professional with ability to think creatively and strategically.
• Deep understanding of all aspects of the owned channel space & CRM landscape (web, email, SMS, on-console messaging, etc.)
• Ambition to reshape the organization's approach to platform engagement and content marketing through data driven leadership that drive campaign tactics.
• Ability to prioritize and balance numerous projects in a dynamic, deadline driven environment.
• Excellent interpersonal skills with the expertise and integrity that will earn respect and trust with internal team members and external vendors.
• Encouraging leader that has the consistent track record to lead and develop a globally distributed team and work compassionately across regions.
• Experience in Salesforce Marketing Cloud, Journey Builder, and Interactive Studio or equivalent ESP.

Jobcode: Reference SBJ-gkqyy0-18-224-63-87-42 in your application.