Associate Manager, CRM & Membership

Reporting to our Director, CRM and Membership, the Associate Manager, CRM and Membership will be responsible for helping to develop and implement multi-channel CRM strategy for the regions in our Western market. The ideal candidate will be a creative and analytical hybrid who understands the customer data environment and can minimize churn through segmentation, engagement and campaign optimization while constantly looking for new growth opportunities. 

Responsibilities:  

• Strategize, design, and develop regular email marketing campaigns. 

• Partner with brand and product marketing teams to manage a calendar of incoming campaign requests while taking the grander customer journey into consideration.  

• Leverage customer data and historical engagement patterns to identify key segments.  

• Implement segmentation, personalization, and dynamic content into our Marketing Automation platform.  

• Conduct regular A/B and multivariate testing (data and creative) to optimize campaign performance and develop a shared knowledgebase of learnings.  

• Analyze campaign performance and provide actionable feedback to improve the health of the CRM program.  

• Evaluate venders and tools that drive a positive ROI.  

• Create weekly status reports for the Director, CRM and Membership. 

Key Deliverables:

• CRM Performance Goals: Channel KPIs, Revenue, Retention/Churn rates. 

• CRM Campaign Execution: Project manages the development and execution of campaigns from marketing partners as well as homegrown central digital efforts.  

Key Stakeholders:

Director, CRM & Membership  

Essential:

• 3-5 years in a CRM or Email Marketing role.  

• Bachelor’s degree in marketing, media or communications, related field or equivalent work experience.  

• General knowledge of CRM best practices.  

• Knowledge of ESP and Marketing Automation platform management (Adobe Campaign, Salesforce, Etc...)  

• Experience with welcome strategies, segmentation, and customer journey mapping.  

• Familiarity with Database Marketing laws (GDPR, CAN-SPAM, CASL, Etc...). 

• Understanding of retention and customer loyalty programs. 

• Strong attention to detail with regards to campaign development and handling PII.  

• Ability to communicate with various, diverse, brand and product marketing teams while advocating for the central CRM strategy.  

Desirable:

• Proficiency in Adobe Photoshop. 

• Proficiency in Microsoft Excel and PowerPoint. 

• Proficiency in HTML, CSS, and SQL a plus.  

• Familiarity with the Square Enix brand and its target audiences. 

• Experience in an entertainment or gaming role. 

• 100% Medical, Dental, Vision coverage- with the option to add a spouse/domestic partner and children at 2% of the premium.
• Medical FSA (Flexible Spending Account) and Dependent Care FSA (Flexible Spending Account) to help pay for medical expenses, childcare or adult care expenses with pre-tax dollars.
• Wellness programs- mental health resources, counseling, financial wellbeing, support for future moms, a 24/7 Employee Assistance Program hotline, and much more.
• Generous leave- from the start you can earn up to 25 days of PTO, we observe 13 major holiday and provide job protected leave for life’s unexpected moments.
• 401K auto enrollment and employer-match contribution.
• Be among the first to get copies of every game title, plus receive generous discounts on thousands of games in our library.
• Refer our next new team member and receive a $1000 bonus.

Annual Salary Range: $65,000 - $85,000