Customer Relations Management Manager

Responsibilities:

• Reporting to Publishing Director to drive successful customer engagement plan 
• Develop and implement comprehensive player engagement strategies to maximize player retention, satisfaction, and monetization. 
• Analyze player data to segment the player base and create targeted marketing campaigns, personalized offers, and experiences for different player segments. 
• Manage and optimize communication channels such as email marketing, in-game messaging, push notifications, and social media to effectively engage with players and deliver relevant messages.
• Develop and execute a social media content strategy to engage players, promote game updates, events, and promotions, and build a strong online community. Create and schedule engaging social media posts across various platforms, monitor channels, respond to player inquiries, and analyze metrics to track effectiveness. 
• Monitor player activity and identify potential churn risks. Develop and execute retention initiatives, loyalty programs, and campaigns to re-engage at-risk players and reduce churn. 
• Collaborate with customer support teams to ensure players receive prompt and satisfactory assistance. Analyze customer feedback and provide insights to improve the player experience. 
• Plan, organize, and execute customer events, both online and offline, to enhance player engagement and foster a sense of community within the player base. Coordinate event logistics, engage with players during events, and measure event success through attendee feedback and post-event analysis. 
• Conduct in-depth analysis of player data, conduct A/B testing, and track key performanceindicators (KPIs). Provide regular reports and insights to stakeholders, highlighting trends, opportunities, and challenges in player engagement and retention. 
• Cross-functional Collaboration: Collaborate with marketing, product development, game design,analytics, and business intelligence teams to align CRM strategies with overall business goals. Ensure seamless integration of CRM initiatives into the game's overall player experience. 

Qualification:

• Minimum of 5 years of experience as a Game CRM Manager or in a similar CRM role within the gaming industry. 
• Strong understanding of player behavior and engagement dynamics in the gaming industry. 
• Proficient in using CRM platforms, marketing automation tools, and player data analysis tools. 
• Excellent communication skills with the ability to craft compelling and personalized messages for different player segments. 
• Data-driven mindset with the ability to analyze complex data sets, derive actionable insights, and make data-backed decisions. 
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously. 
• Collaborative mindset with the ability to work effectively with cross-functional teams and stakeholders. 
• Creative and innovative thinking with a passion for creating exceptional player experiences.