About This Role
Managing the CRM strategy across all channels is the core of this role, leading a team of specialists to build lasting relationships with users and drive engagement and retention. The role suits a commercially minded leader with strong technical and analytical skills, eager to shape the future of entertainment in a fast-paced environment.
Responsibilities
- Own the end-to-end CRM strategy across email, push notifications, and in-app messaging, ensuring alignment with business objectives and marketing priorities
- Define and evolve the CRM playbook, identifying opportunities to improve team structures, processes, and operating frameworks as the function scales
- Translate team learnings into actionable improvements and foster collaboration with other squads to drive cross-functional impact
- Ensure CRM initiatives contribute to engagement, retention, customer experience, and revenue growth
- Lead and develop a team of CRM specialists, providing direction, support, and clear ownership across initiatives
- Define team priorities and ensure projects are delivered efficiently and with high quality
- Establish quality assurance processes, review mechanisms, and operational standards across all CRM activities
- Monitor channel saturation, audience overlaps, and campaign conflicts, implementing processes to optimize communication frequency and effectiveness
- Support team members in managing complex stakeholder relationships and business requests
- Oversee the technical quality of CRM campaigns, automations, and customer journeys
- Define standards for scalable, reliable, and efficient CRM execution
- Identify technical limitations, operational risks, and opportunities for improvement before they impact performance
- Partner closely with Product and Data teams to improve CRM capabilities, tools, and platform integrations
- Drive best practices in automation, segmentation, personalization, and campaign execution
- Review CRM performance reports, validate insights, and ensure recommendations are supported by data
- Promote a culture of experimentation, learning, and continuous improvement across the team
- Leverage customer behavior, transactional, demographic, and lifestyle data to inform strategy and prioritization
- Establish performance benchmarks and ensure all CRM initiatives are measurable and outcome-driven
- Act as the primary point of contact between CRM and cross-functional stakeholders
- Establish clear communication standards, reporting structures, and follow-up processes
- Ensure stakeholders remain informed, aligned, and supported throughout project lifecycles
- Lead with composure and clarity in high-pressure situations while fostering accountability and operational excellence
