Electronic Arts

The Senior Director of Franchise CRM will report to the VP of Technology and Business Solutions.

Responsibilities:

• As Sr. Director of Franchise CRM EA Experiences, you will be responsible for designing, delivering and optimizing our multi-channel CRM programs. Reporting to the VP CRM, you will have a understanding of EA Experiences’ strategy and will lead the product management, operations and strategy of your programs to achieve our franchise engagement, retention and monetization goals. Your scope will include all the major EA franchises and you will work with our world-class studio teams to ensure our CRM programs deliver for our player.. You will partner with your peers on the CRM team and our studio, marketing, commercial and platform teams to delight our customers. This is an on-site 3 day a week hybrid role.

  Responsibilities:

  • Deliver 3-year roadmap for our CRM program products ensuring they meet both EA Experiences short and long-term needs.

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

  • Lead the franchise CRM teams providing coaching to help team members 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 expert across EA, influencing our approach in areas such as experience design thinking, product optimization, player personalization and product management.

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

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

  • Qualifications:
  
  

  • 10+ years experience in a scaled digital team.

  • 5+ years experience managing CRM/Communication/channel teams.

  • Experience building scaled programs (>100M users) with global reach.

  • Experience building products and programs that use individual player behavior.

  • Experienced with scaled low-touch/automated content

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

  • Demonstrated ability to work with multiple partner teams

  • Experience managing and working with distributed/remote teams.

  • Demonstrated excellence in written and verbal communication.