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Customer Experience Manager
3 weeks ago
Company Description
Ubisoft’s 20,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.
Job Description
**This is a one-year contract.**
**What you'll do**
- Define and implement customer journey best practices
- Define, map and implement integrated key customer journeys and flows to optimize satisfaction, conversion, engagement, retention and customer lifetime value
- Work closely with cross functional teams to deliver strategies that follow customer journey best practices across all channels, throughout our player’s lifecycle
- Work with cross-functional teams to build personas and audience strategies with personalized activations while being part of the global customer experience
- Initiate A/B tests to select and justify the optimal experience
Elaborate and execute the retention strategy
- Define requirements, centralize customers feedbacks, lead research and analyses and collaborate to deliver differentiated experiences for key audiences
- Collaborate in the evolution of a loyalty program that improves customer engagement
Drive for results and constant improvements:
- Collaborate with analytics teams to develop automatic dashboarding and work on insightful KPIs and analysis to showcase results and ROI of each initiative
- Communicate insights, key results and recommendations on a regular basis
- Promote teamwork based on shared goals and build commitment to those goals by being an ambassador of consumer experiences and their repeat engagement, promote achievements
Qualifications
**What you'll bring**
- Relevant professional experience in developing customer journey, loyalty, CRM and/or lifecycle management, audience management or loyalty programs
- Experience building reports with actionable insights
- Knowledge of customer-centric journey mapping, omnichannel marketing strategies and survey/feedback execution will be essential
- Excellent analytical and reporting skills, rigorous attention to detail and bias for customer-centric planning
- Proven track record for driving measurable results through customer marketing efforts in an e-commerce and/or subscription environment
- Experience with MS Office (Excel and Power point) and knowledge of web analytics platform (Google analytics or Adobe analytics)
Additional Information
What to send our way
- Your CV, your expertise and/or related experience and skills.
Just a heads up: If you require a work permit, your eligibility may depend on your education and years of relevant work experience, as required by the government.
Additional information
At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences.
Ubisoft code of conduct: Ubisoft Code of Conduct
