Head of Customer Experience

Miniclip ,
London, Greater London
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Job Description

Head of Customer Experience THE POSITION Miniclip is looking for a Head of Customer Experience to join our Marketing team in our London (UK) Office or Lisbon (PT) Office. This is a full-time position, please apply only if you have the right to work in the UK/PT. WHAT WILL YOU DO? As the Head of Customer Experience you will be responsible for leading all CRM activities and player support across various channels for multiple games at global scale. Other responsibilities include: Manage a high performing and collaborative CRM team, leading and advising them in their operations optimizing large-scale CRM marketing campaigns across core channels such as scheduled promotions, push notifications, email marketing, advertising and cross-promotion Run CRM activities and drive CRM growth across our core games Lead CRM Marketing Automation - optimally manage 3rd party tools and automation tech for CRM Define, track, report and improve performance KPIs for CRM and Player Support. Manage a highly performing and ambitious Player Support team and provide excellent and timely service to our customers Define creative strategy and coordinate creative production and execution for CRM marketing Collaborate with internal and external stakeholders to plan, execute, and and review the CRM strategy Optimize our strategy to bringing products to market that improves performance and minimises workload Develop segmentation and customer journeys that maximize player LTV a/b test new ideas and concepts Work closely with key teams and influence partners across marketing, product, game design and engineering Be a thought leader through constantly striving for innovation, efficiency and company-wide participation in big initiatives The following skills are essential for the role: 7+ years of experience in mobile CRM with a multi-million budget In-depth knowledge of CRM segmentation, customer journey optimisation and player lifecycle communications Experience managing customer support functions is preferred Demonstrated experience with product soft- and global-launch procedures with a track record of successfully released games Strong in-depth knowledge around creative testing and best practices for mobile games 5+ years of team management and leadership experience 4+ experience with Push Notification campaigns and email marketing Exceptional analytical and data-driven thinker combined with a creative mind Extensive expertise of various key mobile marketing technologies and automation tools Good project management skills A thought leader for the team Great people's manager and guarantor of team's high performance and good morale Excellent cross-functional communication skills (both written and verbal) with the ability to sell ideas and negotiate Comprehensive knowledge about the mobile games industry and performance metrics for various different game genres Passion for games and their design is a plus WHAT WILL YOU LEARN? This is an incredible opportunity for an enthusiastic, ambitious and proactive individual to become a leader in Marketing. You'll be able to drive growth and make a significant impact for the marketing function. We go the extra mile to make sure you receive a learning experience that fits your career goals. You will have ample opportunity to network with other department leaders and other professionals in the gaming industry. ADDITIONAL INFORMATION You will be working in one of our fashionable, open plan offices in Lisbon or London with enthusiasts and professionals from the games industry. We like to maintain a very friendly and relaxed atmosphere, and our office comes with a pool table, 100" screen with games consoles, fridge with complimentary drinks for all staff, fresh fruit delivered weekly, regular team building and social events, and even free optional yoga once a week! We also have a fantastic benefits package, with medical and dental cover, life insurance cover, critical illness cover, an income protection scheme, a generous holiday entitlement and a pension plan with company matching contributions (up to set levels). THE COMPANY Miniclip is a global leader in digital games. The company develops, publishes and distributes highly engaging games to an audience of 200 million monthly active users, across mobile, social and online platforms. Founded in 2001, the company has successfully grown a huge organic global audience in over 195 countries and across six continents. Miniclip has a unique understanding of the digital games space and has developed a strong portfolio of over 45 high-quality mobile games, extensive worldwide distribution and an internationally recognised brand name.

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