Senior Manager, CRM

About Nexon

Nexon America is a branch of Nexon Co., Ltd., a global video game publisher and leading developer of online virtual worlds for PCs, consoles, and mobile devices. Nexon proudly offers celebrated franchises like MapleStory and Mabinogi that have been enjoyed by millions of players for over two decades. When we founded our Nexon America branch in 2006, we made it our goal to bring those unique games to western players using a player-first approach. We achieve that goal by applying our team’s outstanding free-to-play expertise and live game support to every decision, every day.

But we’re committed to more than our games! Here at Nexon America, we’re all about open communication, diversity, mutual respect, and collaboration, so we can bring out the best in each other. Nexies find support, friendship, and career growth all in one place! And because we know a healthy work-life balance is the key to happiness, Nexies also enjoy flexible hours, a hybrid work model, and extra perks like food trucks, happy hours, and team events. It’s why we’ve earned the Great Place to Work certification for 5 years running!

We’re looking to expand our team with passionate individuals who want to learn, play, and grow with us. Ready for a new challenge?

Summary of Position

The Senior Manager, CRM & Social is Nexon America’s senior-most expert in owned-channel marketing, responsible for leading the strategy and performance of lifecycle marketing and social media across our live-service game portfolio. This role owns all campaign operations across Iterable (or an equivalent platform such as Braze, Acoustic) for email, SMS, and push and leads owned social media channels including TikTok, Instagram, X, and Facebook.

This person serves as both a strategic lead and team manager, overseeing a CRM Manager and a Social Media Manager. They are accountable for campaign planning, messaging alignment, channel testing, and performance reporting—while also acting as an internal thought leader who drives innovation and best practices in lifecycle and social marketing.

This role is highly cross-functional, collaborating closely with Brand, Product, Live Ops, BI, and Creative to deliver personalized, timely, and impactful player communications.

We are currently working in the office 2-3x a week in a hybrid work model.

Job Responsibilities

• Lead CRM and social strategy across Nexon’s portfolio, including campaign planning, segmentation, journey development, and editorial calendars.
• Own lifecycle marketing from onboarding to win-back; launch targeted programs that drive engagement, retention, and revenue KPIs and social media platforms (TikTok, Instagram, X, Facebook)
• Guide platform best practices—testing, audience segmentation, tone, and creative—across both CRM and social channels
• Partner cross-functionally with Brand, Product, Web, BI, and Creative to align CRM messaging with live ops, promotions, and game content cadence
• Manage and mentor a CRM Manager and Social Media Manager, setting goals, providing feedback, and aligning execution with business priorities.
• Ensure compliance with global privacy and deliverability standards (CAN-SPAM, GDPR); maintain data health and opt-in protocols
• Serve as internal thought leader for owned-channel marketing; stay current on trends, recommend new tools or workflows, and drive team education.

Work Experience

• 7–10+ years of CRM, lifecycle marketing, and/or social media experience in gaming, tech, mobile, or digital-first environments
• Expert-level experience with Iterable (or Braze equivalent), including journey development, segmentation, QA, and analytics
• Proven track record of developing and executing full-funnel player lifecycle strategies across onboarding, engagement, monetization, and win-back
• Demonstrated impact on CRM KPIs such as D30 retention, reactivation rate, ARPPU, and opt-in growth
• Experience managing or mentoring junior team members, with an ability to lead both day-to-day execution and long-term strategic planning
• Strong collaboration with cross-functional stakeholders across Product, BI, Live Ops, Brand, and Creative
• Skilled in campaign performance reporting, stakeholder communication, and translating results into actionable recommendations
• Comfortable operating with autonomy in a fast-paced, multi-title environment
• Experience working closely with a global HQ or publishing partner (especially with Korean developers or publishers) to align regional strategy with global goals a plus but not required.

Education, Professional Training, Technical Training or Certification

• Bachelor’s Degree in a quantitative field
• Graduate Degree a plus

Knowledge/Skills

• Strong proficiency with CRM platforms: Iterable, Braze, or similar.
• Hands-on experience with Email Marketing Solutions such as Acoustic (IBM Watson)
• Strong command of segmentation logic and user journey development.
• Application of critical thinking and analysis to projects and workflow.
• Possess excellent interpersonal and communication skills, while maintaining an ability to always stay focused on the work at hand.
• Must be self-motivated and prepared to work in a fast-paced and dynamic environment in a global company.
• Very organized with excellent time-management and project management skills.
• Ability to take direction, be solution driven and manage priorities with self-sufficiency with potential remote team members.
• Adept at managing up and in partnership with a complex matrix of partners across regions.
• JIRA, Confluence, and/or other project management tools (Preferred)
• Microsoft Office & Google Suite experience

Management has the right to add or change duties and job requirements at any time.

Nexon’s Benefits and Perks

We offer medical, dental and vision plans for you, your spouse or domestic partner and your children. Employees who enroll in the high deductible health plan receive an annual employer contribution to a health savings account and company paid hospital indemnity benefits. We also provide company paid life, AD&D, short-term and long-term disability benefits as well as access to voluntary life and AD&D for yourself and your dependents, flexible spending accounts, a 401(k) savings plan with a company match, and pet insurance. Nexies are encouraged to take advantage of our monthly wellness credit, participate in lunchtime yoga, and enroll in language classes. We host bi-monthly catered lunches, monthly happy hours, and maintain a well-stocked snack bar. To help you maintain a good work life balance, we offer paid time off, sick days, company holidays, and a year-end break.

Nexon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.

Compensation Description for Pay Transparency (annually)

The base salary range for this position in El Segundo, CA is $125,000 - $155,000 annually.

Our salary ranges are determined by market data based on position and level. The range displayed on each job posting reflects the minimum and maximum salaries for that position. An individual’s pay is determined by factors including, but not limited to, a candidate’s qualifications, skills, experiences, relevant education or training, and location.

Base pay is one part of the Total Rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, however the salary range listed in this job posting reflects the base salary only.

Beware of Recruitment Scams

We have been made aware of fraudulent recruitment activities by individuals falsely claiming to represent Nexon America. Our recruiters will only contact you from official company email addresses ending in @nexon.com and will follow a formal interview process. We will never request for payment or personal financial information such as photos of government-issued identification during the recruitment process or offer a job without a formal interview process. If you receive suspicious email, we advise you to mark the email as junk or spam, so your email provider will block future messages from the sender.