Director of Community

Description

• Community Leadership:
• Develop and implement category-leading community engagement strategies from launch through live operations with a focus on fostering a positive, interactive environment across various platforms.
• Monitor community health metrics and devise strategies to increase player engagement and satisfaction.
• Customer Support Leadership:
• Build and lead a customer support team tasked with providing exemplary service and support to players.
• Establish best-in-class customer support standards, processes, and practices to enhance player satisfaction and retention.
• Player Experience Oversight:
• Oversee the player experience, ensuring that all interactions within the community and through customer support are positive and enriching.
• Implement feedback loops with the community and customer support teams to improve products and player communications continuously.
• Strategic Planning and Execution:
• Collaborate with other department leaders to align community and customer support initiatives with overall business objectives.
• Analyze player data and feedback to inform and adjust community strategies and customer support practices dynamically.
• Team Development and Management:
• Hire, train, and manage community and customer support teams, setting clear goals and KPIs while fostering a culture of innovation and responsiveness.
• Ensure all team members are on board with the department’s goals and fully equipped to engage with the community effectively and compassionately.

• 7+ years experience in community management, social media management, influencer management, and customer support within the gaming industry.
• Strong leadership skills with experience building and managing teams.
• Excellent communication skills, both verbal and written, with the ability to engage with and inspire a diverse group of individuals.
• Deep understanding of customer service tools, technologies, and best practices.
• Analytical mindset with a talent for identifying, scrutinizing, improving, and streamlining complex work processes.

• A passion for gaming and creating engaging player experiences
• Ability to respond effectively to changing demands adapting as necessary.
• A customer-first mindset, ensuring that player support and satisfaction are paramount.

• Generate original ideas and concepts for content that showcase gameplay, highlight community events, and spotlight player achievements and stories
• Engage with our community across various platforms, including responding to comments, participating in discussions, and amplifying user-generated content
• Utilize analytics tools to track community engagement metrics, sentiment, and social media performance, deriving insights to inform strategies
• Ability to work cross-functionally with Marketing, Live Ops, Production, and Engineering