The future of entertainment is interactive, and our Marketing team plays an important role in this future by building content, culture, and community around our brands. We empower audiences to Play, Create, Watch, and Connect across our amazing franchises and experiences, including The Sims, Madden NFL, EA SPORTS FC, Apex Legends, and Battlefield. We're a multi-functional group, with world-class expertise in building fandoms, driving interactive storytelling, and positioning our franchises at the center of the broader entertainment ecosystem.

As a Senior Manager of CRM Strategy for EA SPORTS FC you will lead a team to create a unified communications strategy that connects and provides value to millions of EA SPORTS fans around the world, working directly with EA SPORTS FC and other leadership as we build the future of the EA SPORTS FC ecosystem. Reporting to the Director of EA SPORTS CRM Strategy, you'll work with the teams to implement retention, engagement, and loyalty-strengthening programs that provide value to players while driving meaningful impact to the business.

Responsibilities:

• Serve as the senior CRM leader and primary point of ownership for EA SPORTS FC, defining and executing the overarching CRM vision, strategy, and roadmap aligned with business OKRs
• Lead end-to-end CRM workstreams, driving customer lifecycle engagement, loyalty, and retention through data-driven, personalized experiences
• Define and evolve a best-in-class CRM ecosystem, including capability planning, cross-functional solution design, and scalable platform development
• Own channel strategy across email, in-game and web, and emerging touchpoints (e.g., App, first party channels, AI-driven interactions), expanding reach and effectiveness of player communications
• Embed CRM into Product and Live Operations to ensure seamless integration of lifecycle marketing within the in-game experience
• Partner cross-functionally with Brand, Studio, Production, Analytics, Data Science, etc. to deliver cohesive, omnichannel, 1:1 player journeys
• Collaborate with Analytics and Data Science teams to define testing roadmaps, develop recommendation engines, and drive continuous optimization through insights
• Own lifecycle measurement strategy, including KPI definition, experimentation frameworks, A/B testing, and performance reporting against business goals
• Evaluate complex business and technical requirements, influencing CRM technology, tooling decisions, and solution architecture
• Act as a product and experience thought leader across EA, shaping approaches to personalization, experience design, and product optimization
• Stay ahead of industry trends and emerging technologies (e.g., AI, chatbots, omnichannel orchestration) to unlock new growth opportunities
• Lead, mentor, and develop a high-performing team of CRM leaders, fostering a collaborative, innovative, and results-driven culture

Qualifications:

• 8+ years of experience in CRM or lifecycle marketing strategy roles with proven track record of success
• Background in gaming or digital services preferred
• Leadership experience with a proven ability to inspire and develop talent
• Demonstrated ability to support positive change across your team and partner teams
• Comfortable engaging in open, inclusive dialogue with senior leaders; experience advocating for the role of CRM across the marketing organization
• Passionate global football fan with knowledge of the strategic elements of the sport

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This platform is the source of truth for the entire quote-to-cash lifecycle,responsible for high-throughput metering, complex real-time rating, and the generation of clear, accurate invoices that reinforce customer trust.

As a Staff Product Manager, you'll bring and develop:

• Master Commerce Domains: Leverage deep expertise in catalog management, subscriptions, billing, invoicing, revenue recognition, and tax compliance to build robust, scalable financial systems.

• Define Platform Strategy: Architect the roadmap for a 'commerce-as-a-service' model by developing primitives (metering, rating, and entitlement APIs) that enable internal teams to launch products with minimal bespoke engineering.

• Enable Internal Tenants: Treat Twilio's internal product and operations teams as primary customers by designing the self-service tools, SDKs, and documentation necessary for independent onboarding to the platform.

• Ensure Usage Fidelity: Own the 'event-to-invoice' data lifecycle by architecting systems that transform high-volume usage data into transparent invoices, ensuring rating logic is perfectly mirrored in customer dashboards.

• Productize Compliance: Partner with Finance, Compliance, and Accounting to build automated revenue recognition and geography-aware tax hooks into the platform core to ensure every transaction is audit-ready by default.

• Champion Accuracy & Trust: Drive platform initiatives that provide customers with granular visibility into their usage, reducing billing inquiries and fostering long-term trust through financial integrity.

• Bridge Cross-Functional Gaps: Act as the strategic link between Engineering, Finance, and GTM by translating complex financial requirements into scalable technical specifications and communicating platform guardrails early.

• Integrate AI Capabilities: Embed AI into the commerce platform, such as billing optimization, anomaly detection, rating logic, and automating internal administrative and reporting activities.

• Lead Forensic Discovery: Conduct deep-dive investigations into the most complex parts of the commerce lifecycle, untangling legacy systems and technical debt to provide the organization with clear paths forward.

• Embed Data-Driven Decisioning: Drive system reliability and business outcomes by using analytics to guide prioritization and fostering a culture of continuous experimentation and learning.

• Technical Mentorship: While an individual contributor role, you will 'raise the bar' for the PM org, mentoring PMs on technical product discovery, tracking communication and execution.

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About the Team

OpenAI’s AI Success Engineer team partners with the world’s most ambitious organisations to translate cutting-edge AI into real business value. We guide customers from first deployment through scaled enterprise adoption. Our work spans technical integration and enablement, workflow transformation, and sustained program and product delivery.

About the Role

The AI Success Engineer role is the primary post-sales point of contact for OpenAI’s most important customers. You are responsible for driving account health and adoption, ensuring technical readiness, identifying new use cases, and delivering measurable value to our customers with OpenAI’s ambitiously growing platform.

This role blends technical depth, program management, customer advisory, and product influence. You will partner deeply with customer teams, map workflows, lead configuration, oversee deployment plans, and guide customers toward high-impact use cases that showcase the full value of our platform.

In this role, you will:

• Lead the technical relationship for post-sale customers and act as their trusted advisor on deployment, adoption, and value realisation

• Own account health, adoption velocity, and ongoing technical deployment and success across your portfolio

• Be an expert in all of OpenAI products across our API and agentic platform, Codex, ChatGPT Enterprise, and more and conduct technical enablement and configuration sessions across them

• Identify and validate use cases by embedding with customer teams to understand workflows and pain points

• Lead account level coordination across multiple workstreams, including new product activation, change management, and customer rollout and deployment planning

• Build strong relationships with executive sponsors and technical stakeholders and help align business goals with OpenAI capabilities

• Translate customer objectives into an actionable adoption roadmap with clear sequencing, milestones, and KPIs

• Partner with Solutions Architecture, Product, Engineering and Research by surfacing customer feedback, field patterns, and technical blockers and act as a cross-functional navigator who keeps teams aligned, informed, and moving toward customer outcomes

• Guide value realisation and measure impact through baselines, KPI definition, and post-deployment reporting

• Facilitate workshops on use case design, adoption best practices, champion building, and internal enablement

• Help drive expansions by identifying high-leverage opportunities where OpenAI’s platform can power new workflows or lines of business

• Serve as the technical advisor for existing customer implementations by guiding and optimising account setup, configuration, etc.

You’ll thrive in this role if you:

• 8+ years of experience in technical customer-facing roles such as technical account management, technical GenAI consulting or deployment roles, solutions architecture, technical delivery leadership, customer architecture or engineering, or other deep technical enterprise adoption work

• Deep, hands-on operational knowledge of OpenAI product capabilities, APIs, SDKs, connectors, and common integration patterns and able to explain model behaviour, limitations, techn

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