Live chat
Time Warner Cable Enterprises LLC.

Senior Manager, Customer Retention Management

Time Warner Cable Enterprises LLC. - San Francisco, CA

Warner Bros. Games Inc. seeks an experienced and highly motivated Senior Manager, Customer Retention Management (CRM) to join its Mobile Publishing team. The Senior Manager, CRM will own the execution plan for building and leveraging a large, several hundred million strong player network of WB Games mobile gamers. The goal is to develop and accelerate a player network that has real value, whereby WB Games reduces user acquisition costs and extends player retention through cross-game promotion and engagement initiatives which in turn support and drive player/portfolio lifetime value. Day to day responsibilities will include evangelizing technology requirements, defining communication channels, designing and executing customer lifecycle management programs including cross promotion and email marketing campaigns, analyzing data and player segments, overseeing creative development, developing reports, and implementing tests for continuous optimization.

The successful candidate is a visionary self-starter with a passion for data, as well a high performer in a cross-functional team environment. The ideal individual has a proven record in digital marketing/CRM, conducting data analyses, and building and activating user networks. Reporting to the Director, Business Intelligence & CRM, this role is crucial to driving Warner Bros. aggressive goals in mobile games.

What part will you play?

Planning and delivering CRM strategies across the mobile publishing to encourage customer retention and customer loyalty.

Define the CRM platform structure and technology to accurately record all key points of customer lifecycle management, and make sure it works seamlessly across the organization.

Build campaigns (both email and in-app messaging) that excite players and provide value to end users.

Define and evangelize the process and technology required for building the network.

Define customer journey mapping analysis and touch points for maximizing commercial opportunities.

Evaluate competitive landscape for new standards and innovation and drive internal implementation.

Drive portfolio lifetime value of WB Games' players through intelligent customer lifecycle management, introducing title updates and new title launches at opportune times.

Consistently test new ideas and hypothesis to improve results.

Serve as point of contact for Game publishing/production leaders to create player network engagement plans by title, franchise, territory as appropriate.

Establish objectives and target metrics for cross-game promotion programs and

execute such programs in collaboration with publishing colleagues, especially user acquisition, brand and digital marketing, and studio teams.

Supervise the production and localization of all required creative/marketing assets.

Analyze conversion and other relevant metrics for optimization; report on results and continuously test creative, placement etc.

Provide cross-functional teams with insight, instruction and advice, and train teams on CRM best practices.

Ensure appropriate standards and processes are in place to govern customer relationship management and similar player network outreach programs (e.g., email marketing), taking the considerations of both players and participating games/studios into account.

Collaborate with colleagues within WBIE and the broader WB studio to activate Player Network in service to cross-studio programs and initiatives.

Other relevant job duties as required.

What do we require from you?

University degree in marketing or a related analytical field from a reputable university preferred.

5-7 years of relevant in digital marketing, CRM, loyalty marketing, and mobile.

Experience in both developing customer retention strategies and executing retention marketing programs.

Experience overseeing creative development in context of web, eCommerce or gaming.

Experience running email and in-app campaigns.

Strong background in customer acquisition, re-engagement and retention strategies.

A Confident and articulate communicator capable of inspiring strong collaboration within an organization.

Passion for data and strong analytical/quantitative skills.

Proficiency with user lifecycle metrics from acquisition to retention to monetization.

Excel proficiency.

Experience operating third party mobile technology tools.

Entrepreneurial self-starter.

Team player with positive attitude.

Detail oriented and results driven.

Understanding of mobile game players and industry.

' aria-labelledby='lbl *

' >WB is an equal opportunity employer and will consider for employment qualified applicants consistent with the requirements of Article 49, Sections 4904-4905 and 4908-4910 of the San Francisco Police Code and all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law.


13 days 23 hours ago

Time Warner Cable Enterprises LLC.


Senior Manager, Customer Retention Management Time Warner Cable Enterprises LLC. - San Francisco, CA, United States


Location: San Francisco, CA

Company Profile:
In the late 1940s, entrepreneurs using simple antennas and Army-surplus coaxial cable created the country’s first cable television systems and revolutionized the way Americans watched TV. More than 70 years later, Time Warner Cable (TWC), the second largest cable provider, owns and manages advanced, well-clustered cable systems throughout the United States. Time Warner Cable offers cutting edge digital technology, a rich range of home entertainment and information choices for the whole family to enjoy, and superior service that demonstrates customer satisfaction is our number one priority.