Electronic Arts

The future of entertainment is interactive, and our Marketing team plays an important role in this future by building content, culture, and community around our brands. We empower audiences to Play, Create, Watch, and Connect across our amazing franchises and experiences, including The Sims, Madden NFL, EA SPORTS FC, Apex Legends, and Battlefield. We're a multi-functional group, with world-class expertise in building fandoms, driving interactive storytelling, and positioning our franchises at the center of the broader entertainment ecosystem.

As a Senior Manager of CRM Strategy for EA SPORTS American Football you will lead a team to create a unified communications strategy that connects and provides value to millions of EA SPORTS fans around the world, working directly with Madden NFL, College Football and other leadership as we build the future of the EA SPORTS American Football ecosystem. Reporting to the Director of EA SPORTS CRM Strategy, you'll work with the teams to implement retention, engagement, and loyalty-strengthening programs that provide value to players while driving meaningful impact to the business.

Responsibilities

• Lead CRM workstreams and serve as the main contact for CRM on world-class brands such as Madden NFL and EA SPORTS College Football
• Develop and implement comprehensive CRM strategies aligned with OKRs
• Define CRM vision and targets for customer loyalty and customer experiences
• Oversee CRM capability planning and cross-functional solution design
• Plan email and in-game marketing channels with plans to extend to new touchpoints like SMS
• Collaborate with multiple departments (Marketing, Sales, IT, etc.) to ensure seamless, cross-channel, and 1:1 personalized customer experiences
• Talent development of CRM leads and promoting a collaborative, productive and impactful environment within the team
• Explore and evaluate new channels and technologies (e.g., AI, chatbots, personalization, omnichannel) to achieve meaningful growth
• Stay informed on industry trends and best practices in CRM, personalization, and customer engagement
• Embed CRM into the Product & Live Operations of the games to connect the lifecycle marketing messaging across channels to the product.
• Oversee the Lifecycle measurement strategy by outlining test and learn opportunities, defining KPIs by channel, running A/B tests, and delivering relevant reports to the business on performance against goals 
• Collaborate with Marketing Intelligence on testing roadmap and on-going optimization
• Build relationships with internal partner teams to ensure we have the tools and technology to implement current and future campaigns.

Qualifications

• 8+ years of experience in CRM or lifecycle marketing strategy roles
• Background in gaming or digital services preferred
• Leadership experience with the ability to inspire and develop talent.
• Use behavioral data to personalize and optimize player experiences across email, push, in-game, and SMS
• Apply thoughtful analysis to support sound decision-making and quantitative thinking with experience in goal setting, KPI development, experimentation and overall measurement of CRM
• Demonstrate ability to support positive change across your team and partner teams
• Comfortable engaging in open, inclusive dialogue with senior leaders; experience advocating for the role of CRM across the marketing organization
• Passionate American Football fan with knowledge of the strategic elements of the sport