Electronic Arts

Specialist, CRM Strategy (Entertainment Franchises)

Role Summary

The Specialist, CRM Strategy supports both the strategy and oversees the execution of CRM programs that deepen player engagement across EA’s entertainment franchises. This role blends thoughtful lifecycle planning with strong operational delivery, helping translate franchise goals and player insights into targeted, player-first communications across channels like email, in-game messaging, and push.

You will contribute strategic recommendations (audience, timing, message approach, test ideas) while also owning key parts of campaign build, QA, launch, and reporting. This is a great role for someone who understands how CRM works differently in gaming, where live service moments, content drops, play patterns, and player progression shape what “relevant” means.

Key Responsibilities

Strategy & Planning

• Contribute to franchise CRM strategy by helping define who we should message, when, and why, rooted in player behavior and lifecycle moments (e.g., onboarding, reactivation, live events, updates, seasonal beats).
  
  

• Translate performance data and player context into actionable recommendations on segmentation, targeting, frequency, and channel mix.
  
  

• Partner with stakeholders (brand, product, analytics, community, creative, production) to align CRM plans to franchise priorities and player experience.
  
  

• Support campaign roadmapping by identifying upcoming player moments and opportunities to drive engagement, retention, and monetization, without sacrificing player trust.
  
  

Campaign Execution & Rollout

• Build and launch CRM campaigns across email, in-game, and push, including setup and deployment in tools.
  
  

• Coordinate asset readiness and approvals, ensuring creative and localization needs are met on time.
  
  

• Ensure player-facing communications meet quality standards: correct targeting, functional links, accurate content, and clean rendering across devices/placements.
  
  

• Maintain templates, documentation, and operational workflows to support scalable delivery and reduce errors.
  
  

Measurement, Testing & Optimization

• Deliver reporting and performance recaps; track results against goals such as engagement, conversion, retention, or reactivation.
  
  

• Support A/B tests and experiments (subject lines, offers, segmentation, timing, creative variants), and summarize learnings into practical next steps.
  
  

• Identify quick-win improvements in campaign performance or process efficiency and help implement optimizations.
  
  

Skills & Experience

• Bachelor’s degree (or equivalent) in Marketing, Business, Communications, related field, or equivalent work experience
  
  

• Internship -2 years of experience in CRM, lifecycle marketing, digital marketing, or campaign operations with exposure to strategy.
  
  

• Comfort with tools, segmentation concepts, and performance reporting; strong working knowledge of Excel/Sheets.
  
  

• Understanding of gaming/live service dynamics (or strong interest), including how player behavior, cadence, and content updates influence CRM relevance.
  
  

• Strong stakeholder collaboration skills: able to communicate clearly, manage dependencies, and keep work moving.
  
  

• High attention to detail, strong judgment, and a bias for quality in player-facing launches.