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CRM & Loyalty Manager

About Green Man Gaming 

Green Man Gaming is a leader in eCommerce, Publishing, and Services in the video game industry. Across our eCommerce store we work closely with the world’s leading gaming brands and sell games to millions of customers across 195 countries via its market-leading eCommerce platform. Our store currently supports in excess of 1400 Publishers and Developers world-wide, and stocks over 10,000 titles.

ROLE OVERVIEW:

We are looking to recruit an experienced and passionate CRM professional to join our marketing team and take our CRM & Loyalty programme to the next level. 

There’s a lot to get excited about as we are looking to shake things up and drive change including moving to a new email service provider early 2025. With this in mind, this role is ideal for somebody who wants to put their own stamp on our CRM programme from campaigns to structure. 

Reporting to the EVP of Performance Marketing you will be responsible for all store CRM activity including; managing B2C email communications to our millions of global opt ins, leading the community (discord) initiatives, running XP our loyalty program and planning tactical customer journeys. 

Analytical and creative, you will have an affinity for data and a desire to measure and test everything you do. We are looking for someone who is passionate about CRM & retention and is obsessed with sending the right message to the right customer at the right time, driving ROI.

The role also encompasses loyalty (XP) and community management in order to reduce churn and encourage more engagement across multiple channels.  Think you have what it takes? Read on.

KEY DELIVERABLES:

CRM

  • To develop and oversee the CRM strategy for Green Man Gaming, managing a programme of ROI focused activity to produce tactical campaigns following a structured CRM calendar covering key sales, product releases and regional events & much more
  • Improve core KPI’s including engagement metrics, conversion rates, user engagement, subscriber growth and behavioral targets such as wishlisting volume
  • To take a holistic view of customer journeys and life cycles in order to develop and plan strategic programmes that deliver strong, long term ROI - through welcome phases to loyalty, referral and churn prevention
  • Conduct regular split testing with a clear methodology and roadmap to share the results with the wider teams
  • Develop contact strategies that are specific to customer segments, by tailoring offers, timing, messages, products and channels, ensuring effective segmentation & targeting
  • To work closely with the design and trading ops teams to ensure all campaigns are relevant, on brand and technically correct. 
  • Attending weekly meetings with internal teams to discuss the strategy  and regularly present results and findings to the marketing management team including bespoke presentations and standardized reports
  • Work alongside our commercial teams to evolve the sophistication of our B2B trading program including delivering key B2B communications with account managers and to also help the lead generation of marketing and distribution services
  • Contribute to sale planning and merchandising strategies aligning with CRM objectives and targets as a key stakeholder
  • Support and lead the CRM Executive
  • Review and recommend tools and best practices to evolve and improve the CRM programme. 

Loyalty & Community

  • Manage the monthly cadence of our loyalty scheme XP benefits including key campaigns and onsite communications whilst developing a forward looking roadmap for improvement
  • Focus to increase XP opt ins, redemptions of bonus packs and encourage commercial growth in the scheme
  • Work closely with design & partnership teams to improve the UI & create tailored user flows per campaign.
  • Manage the growing Discord community with the guidance of the EVP Performance Marketing. You’ll be managing a small team of global community moderators, assisting in prize draw initiatives and conducting regular posts within the Discord community to encourage member engagement. 

YOU HAVE:

  • Have at least 2+ years experience in CRM and have the ideas and ability to take Green Man Gaming’s to the next level.
  • Outstanding attention to detail.
  • Creative eye – ability to critique artwork and ensure all design adheres to the brand guidelines
  • Experience in developing and implementing CRM campaigns to different cohorts in a multi-channel environment including lifecycle programs and personalization.  
  • Strong commercial/retail acumen.
  • Solid knowledge of reporting from Google Analytics, ESP platforms and Excel.
  • Excellent communication and interpersonal skills.
  • Strong organisational skills and the ability to work in an agile, fast paced environment.
  • Knowledge and passion for gaming, the role will require development of copy that is credible to a core gaming audience.

WE HAVE:

  • Flexible working
  • 30 days paid holiday per year (including Bank Holidays) increased with the length of service
  • Sabbatical leave following 3 and 6 years of employment
  • Company Share Option Plan 
  • 50% game discount for employees
  • Pension Scheme
  • Cycle to Work Scheme
  • Corporate Gym Membership Scheme
  • Discounts and many other perks

Average salary estimate

$50000 / YEARLY (est.)
min
max
$40000K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About CRM & Loyalty Manager, Green Man Gaming

Are you ready to take your career to the next level in the gaming industry? Green Man Gaming is on the lookout for a talented CRM & Loyalty Manager to join our dynamic marketing team! With a thriving eCommerce platform that services a global audience of gamers in 195 countries, we’re excited to enhance our CRM programs and set a new standard. As the CRM & Loyalty Manager, you’ll be at the helm of driving engaging email campaigns, managing our growing community initiatives on Discord, and leading our loyalty program, XP. Your analytical mindset and creative flair will help us devise targeted customer journeys and improve engagement metrics. Here at Green Man Gaming, you can leave your mark by developing an innovative CRM strategy that focuses on optimizing customer experiences and boosting retention rates. You'll work closely with our design and trading teams, ensuring campaigns resonate with our audience and embody our gaming brand's spirit. With 30 days of paid holiday, a flexible working environment, and various employee benefits, we prioritize our team's well-being while you create meaningful connections with customers. Are you passionate about connecting gamers with tailor-made experiences? If you have over 2 years of experience in CRM and a keen understanding of gaming culture, we would love for you to lead the way in reimagining our CRM strategies and loyalty initiatives!

Frequently Asked Questions (FAQs) for CRM & Loyalty Manager Role at Green Man Gaming
What are the main responsibilities of the CRM & Loyalty Manager at Green Man Gaming?

The CRM & Loyalty Manager at Green Man Gaming is responsible for developing and executing the comprehensive CRM strategy that includes managing email communications, driving community initiatives, and enhancing the XP loyalty program. The role also involves overseeing tactical campaigns aligned with significant sales events, nurturing long-term customer relationships, and continuously analyzing CRM performance metrics.

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What qualifications do I need to apply for the CRM & Loyalty Manager position at Green Man Gaming?

To apply for the CRM & Loyalty Manager role at Green Man Gaming, candidates should have a minimum of 2+ years of CRM experience, a strong commercial acumen, and a creative eye for detail. Familiarity with Google Analytics and ESP platforms, excellent communication skills, and a passion for gaming are also essential to succeed in this position.

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How does Green Man Gaming support employee well-being as a CRM & Loyalty Manager?

At Green Man Gaming, employee well-being is a priority. As a CRM & Loyalty Manager, you'll benefit from flexible working arrangements, 30 days of paid holiday per year that increases with tenure, and opportunities for sabbaticals. Additionally, employees are offered a share option plan, gym memberships, and multiple discounts.

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What is the XP loyalty program managed by the CRM & Loyalty Manager in Green Man Gaming?

The XP loyalty program at Green Man Gaming is designed to engage our customer base through meaningful rewards and campaigns. As the CRM & Loyalty Manager, you will oversee key initiatives to enhance customer participation and drive commercial growth within the scheme, ensuring it aligns with customer preferences and behaviors.

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What will a typical day look like for a CRM & Loyalty Manager at Green Man Gaming?

A typical day for a CRM & Loyalty Manager at Green Man Gaming will involve collaborating with cross-function teams, analyzing campaign results, and crafting customer-centric strategies. You'll manage the execution of email campaigns, lead community initiatives, and engage in weekly meetings to refine future actions to maximize customer engagement and retention.

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Common Interview Questions for CRM & Loyalty Manager
Can you describe your experience with CRM campaign management?

In your answer, focus on specific CRM campaigns you have designed or managed, detailing the objectives, target audiences, and the tools you used. Highlight how you measured success and provide concrete results where possible, showing your ability to drive engagement and ROI.

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How do you approach customer segmentation in CRM?

Discuss the importance of customer segmentation in your CRM strategy. Explain your process for identifying key customer segments based on behavior, purchase patterns, and demographics. Provide examples of how targeted messaging led to improved performance and engagement.

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What strategies do you use for email marketing in your CRM role?

Share various strategies you've implemented for email marketing, such as A/B testing, personalized content, and timing optimization. Talk about how you analyze metrics to refine your approach and improve open and click-through rates.

Join Rise to see the full answer
How do you measure the success of your CRM initiatives?

Highlight the key performance indicators (KPIs) you track, such as customer lifetime value, engagement rates, and retention metrics. Emphasize your experience using analytics tools to collect and interpret data, driving informed decisions for future campaigns.

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Can you provide an example of a CRM program you improved? What was the outcome?

Be prepared to describe a specific CRM program you managed. Discuss the challenges you faced, the changes you implemented, and how you measured the outcome. Use quantitative results to demonstrate the success of your improvements.

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What experience do you have with managing a loyalty program?

Discuss any previous experience you have in managing loyalty programs focusing on member acquisition, engagement strategies, rewards systems, and measuring program impact. Share tangible outcomes to show your effectiveness in this area.

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How do you integrate customer feedback into your CRM strategies?

Talk about your methods for collecting and analyzing customer feedback, whether through surveys, reviews, or social media. Explain how you incorporate this feedback into your CRM strategies to enhance customer experiences and loyalty.

Join Rise to see the full answer
How do you balance creativity with data analysis in CRM roles?

Illustrate how you leverage data analysis to inform creative strategies. Discuss your approach to testing campaigns, running split tests, and utilizing metrics to refine creative outputs, ensuring that every message resonates with your target audience.

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What role does community management play in your CRM approach?

Explain how community management contributes to CRM success. Discuss your strategies for engaging with the gaming community, collecting insights, and fostering relationships that impact CRM initiatives positively.

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Why do you want to work as a CRM & Loyalty Manager for Green Man Gaming?

Reflect on your passion for gaming and how it aligns with Green Man Gaming's mission. Describe your enthusiasm for being part of a team dedicated to enhancing customer relationships in a dynamic and innovative environment.

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Green Man Gaming Publishing works with independent development studios globally to market their own games and increase the visibility of games in a challenging marketplace. The industry expertise and knowledge of the publishing team provide develo...

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Full-time, remote
DATE POSTED
December 23, 2024

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