Customer Journey Manager, Subscription Service

Ubisoft - Montréal, QC (30+ days ago)

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Company Description

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Job Description

What you'll do

Ubisoft, a global leader in the video games and entertainment software industry, is seeking a Customer Journey Manager to support its subscription marketing functions.

Under the supervision of the Subscription Manager, the Customer Journey Manager will lead the definition and implementation of marketing strategy for acquisition and retention of the Ubisoft subscription service (UPLAY+).

The ideal candidate is a strategic thinker and solution-oriented team player with great project management skills to plan, execute, measure and continuously improve customer journey.

This person will work and collaborate closely with multiple cross-function stakeholders and act as an operational leader to optimize the customer journey process and implement key retention tactics.

Responsibilities

Lead the Customer Journey marketing strategy

Define, map and implement integrated customer journeys to optimize conversion, satisfaction and retention
Elaborate UPLAY+ targeting strategy, defining audience clusters & monitor their evolution through time & activations
Work closely with cross functional teams to influence the strategy towards customer journey best practices across all channels, throughout our player’s lifecycle (including e-commerce, CRM, Uplay and IT teams)
Collaborate with the Player experience team to optimize the UPLAY+ integration in the global consumer experience and the overall consumer satisfaction
Perform A/B tests to select and justify the optimal experience

Elaborate and execute the retention strategy

Design a lifecycle touchpoint strategy dedicated to increasing customer lifetime value, retention, and engagement across multiple channels
Develop segmentation strategies based on data that enhance how we connect with customers
Collaborate with cross-functional teams to conceive and implement personalization campaigns across channels and quantify the business impact to refine and maximize program effectiveness
Work closely with Data science an Analytics teams to define anti-churn strategies based on predictive analysis

Drive for results and constant improvements

Measure and improve lifecycle and retention programs efficiency on a regular basis
Communicate key results, insights and recommendations on a regular basis and develop automatic dashboarding
Promote teamwork based on shared goals and build commitment to those goals by being an ambassador of the program and promote achievements

Qualifications

What you bring

5+ years of relevant professional experience creating lifecycle strategies and hands on experience in developing loyalty, CRM and/or lifecycle management or related function (required)
Proven ability to build cross-functional partnership and inspire collaboration
Project Management work related experience and exceptional organizational skills. (required)
Strategic and innovative thinker with a business-oriented mindset
Excellent analytical and reporting skills, rigorous attention to detail and bias for customer-centric planning. Obsession with measuring performance
Proven track record for driving measurable results through customer marketing efforts ideally in an e-commerce and/or subscription environment (required)
Experience with MS Office (Excel and Power point) and knowledge of web analytics platform (Google analytics or Adobe analytics)
Excellent communication skills including ability to give clear direct feedback, set clear expectations and connect with people on a personal level
Knowledge of the gaming industry and of the PC gaming will be prioritized

What to send our way

Your CV, highlighting your education, experience, and skills

Additional Information

At Ubisoft Montreal, a preeminent developer of video games located in Montreal’s dynamic Mile-End neighbourhood since 1997, we offer a work environment unique in the industry for allowing you to build and cultivate games that are part of critically acclaimed, iconic AAA franchises of international repute.

When you join Ubi Montreal, you enter a community of passionate, extraordinary developers connected by their need to innovate, to be creative and to work with the latest technology. You’ll discover a world where employees enjoy constant career advancement, a supportive learning environment, and competitive compensation packages.

More than anything, at Ubi Montreal, you will regularly ship a variety of big, quality titles – Assassin’s Creed, Far Cry, Rainbow Six, Watch_Dogs, For Honor and… well we can’t disclose all our secrets just yet… – and work with some of the most talented people in the industry.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.