Electronic Arts

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The Office of the CXO drives effectiveness across the EA Experiences organization with a focus on excellence in business operations, comprehensive fan intelligence, plus internal technology and business solutions. We are horizontal connectors empowering teams across the Experiences organization with the strategic prioritization, investments, resources, data, insights, and technology required to accelerate business outcomes in service of our goals.

As Director, Entertainment Franchise CRM, you will be responsible for designing, delivering and optimizing our multi-channel CRM programs. Reporting to the Senior Director of Franchise CRM, you will have a strong understanding of EA Experiences’ strategy and will lead the development and implementation of cohesive CRM player journeys to deliver on our franchise engagement, retention and monetization goals.  Your scope will include EA Entertainment brands (Sims, Skate, Apex, etc.) and you will work closely with our world-class studio teams to ensure our CRM programs deliver for our player.  You will partner closely with your peers on the CRM team as well as our studio, marketing, commercial and platform teams to delight our customers.  This is a full-time role with an on-site 3 day a week hybrid work model.

Your Responsibilities:

• Deliver 3-year roadmap for our EA Entertainment Franchise CRM programs ensuring they meet both short and long-term needs.

• Lead the product design, implementation and operations of our EA Entertainment Franchise CRM programs, working closely with our studio live operations teams to ensure they meet the needs of our players.  

• Lead the EA Entertainment Franchise CRM teams providing coaching to help team members deliver results and further their careers.

• You will develop closed-loop mechanisms and reporting to audit your team's results, ensuring the future scalability of your products and operations.  

• Manage roadmap prioritization according to EA Experiences goals/frameworks

• Serve as a product thought leader across EA, influencing our approach in areas such as experience design thinking, product optimization, player personalization and product management.

• Collaborate with Analytics and Data Science teams to generate insights, reporting, and recommendation engines for personalized content and offers.

• Evaluate complex business and technical requirements in partnership with CRM technology, channel, creative and analytic teams.

• Partner with Experiences team peers (Brand, Communications, Commercial, etc.) to ensure your products are fit for purpose and delivering on our business goals.

Your Qualifications:

• 10+ years experience in a marketing role with scaled digital products.

• 5+ years experience managing teams.

• Experience building products and programs that utilize individual customer behavior and data.

• Experience in measuring and improving program performance metrics

• Experience working  with a Marketing Tech stack (e.g. Salesforce Marketing Cloud, Adobe, etc.)

• Experience building solutions that drive Marketing and Commercial outcomes to achieve business targets.

• Demonstrated ability to work across multiple partner teams, with Marketing and Commercial team experience a plus.

• Experience managing and working with distributed/remote teams

• Demonstrated excellence in written and verbal communication.