Senior Customer Lifecycle Growth Manager

PlayStation Global•San Mateo, CA

24d•Hybrid

About The Position

PlayStation is on a mission to redefine how we connect with our customers; to deliver meaningful, highly personalized experiences to over 124 million global players, to maximise their engagement, satisfaction and loyalty. We believe that the future of commerce lies in our ability to harness data and technology to make real-time decisions at scale – creating seamless and personalized experiences that drive sustainable commercial growth through customer lifetime value. As we invest in our data, AI and automation capabilities, we’re looking for a strategic and commercially minded Senior Customer Lifecycle Growth Manager to join our Direct-to-Consumer Commercial Development Team. This role is perfect for someone who is passionate about customer behaviour, data-driven decision-making, and the power of personalization in driving loyalty and long-term commercial, marketing and business success. You will tackle complex data challenges and drive shared focus towards customer-centric technology solutions that enable customer and commercial growth across digital software and physical product business lines. You will strengthen the connection between commercial, marketing, product and engineering teams, building strong relationships to develop and evolve our customer-centric commerce capabilities and maximize the potential of our data, technology, and customer insights. You will shape how we connect thousands of content creators with millions of players, and continually maximize discovery of their next perfect gaming experience.

Requirements

Relevant experience – You’ve held senior roles in customer loyalty, personalization or lifecycle and retention. You’ve delivered commercial growth results through enhancing direct-to-consumer relationships and experiences.
Strategic – You understand how commercial opportunities are unlocked in harmony with brand equity and product engagement measures. You can easily articulate the value that personalization at scale can offer to customers and the business.
Customer-obsessed – You place the customer at the heart of everything, shaping the strategies we design, the data we utilise, the technologies we put in place, the experiences we deliver, and the outcomes we seek.
Commercially minded – You have a strong understanding of how marketing, product, and data come together to drive commercial growth.
Digital and data native – You understand and can explain how a complex web of data, decisioning, omnichannel orchestration, and continuous learning capabilities must work together to deliver customer loyalty, and realise lifetime value growth. You understand the opportunities, limitations and ethical imperatives of customer data.
Highly analytical – You have a strong ability to source and interpret data, surface insights, evaluate statistical and analytical approaches and make data-informed, strategic recommendations. You are able to collaborate and experiment with analytics, data science and engineering teams to closely connect predictive modelling and machine learning with customer, commercial and marketing applications.
Agile and natural collaborator – You are able to navigate complex organizations, influencing across teams and senior stakeholders. You use initiative to find opportunities and forge a path to success, balancing quick wins and business realities with long-term value creation.
You have rich experience in ecommerce, marketing technology, lead generation, technical CRM, digital transformation, or related fields, ideally within commercial-focused roles.
You are an expert in Excel, and a power user of enterprise analytics and marketing analytics tools.
You have a passion for entertainment, ideally video gaming, with understanding of content, and competitive market dynamics.

Responsibilities

Define and drive customer-first commercial strategy, considerate of all business lines, ensuring personalization and data-led decision-making are at the heart of our approach.
Partner closely with marketing, product, and engineering teams to align capabilities and commercial objectives with customer experience and communications objectives. Think strategically across business lines and work cross-functionally to align ambitions and desired outcomes.
Analyze existing customer data, commerce and marketing capabilities, identifying opportunities to gain more customer insight, target more effectively, communicate with greater relevance across channels, automate for scalability, tangibly measure performance against commercial outcomes, and optimise approaches.
Assess and define what is required to evolve foundational technology and process capabilities that connect commercial and marketing experiences.
Develop strategies to further integrate marketing and commercial efforts to optimize customer lifecycle and retention programs, experimentation efforts to identify and realize revenue growth opportunities, and measurement efforts to optimize investment.
Help to mature a roadmap of use cases that will maximise customer lifetime value and customer satisfaction across all business lines, while advocating for long-term sustainable growth strategies and future commerce enablement.
Support D2C strategic planning and annual goal-setting processes, to articulate customer-centric strategies and drive cross-functional alignment.