Director of Community Management & Social Media

 Location: Cambridge, UK (remote-friendly within the UK) with occasional travel to the office once per quarter.

Are you a leader in community management, excited by the opportunity to be the driving force for community and social strategies across a range of projects with the community at the heart of everything we do?

As a key member of the marketing leadership team, responsible for driving our community and social strategies across, you will own community input into all cross-product programmes, ensuring a community-first development approach as well as position Jagex as the industry leader in community-driven gaming.

Reporting to the VP of Marketing, you'll be the key strategic owner to further improve and grow the craft of community management and social media, providing the tools, data, strategies and frameworks needed for success.

What you'll be doing:

• Act as the strategic community lead for cross-product programmes, providing consultation, messaging and community input frameworks
• Define market leading strategies to grow and nurture player communities across Discord, Reddit, Twitter, Twitch, YouTube, FB/Instagram, Tiktok and owned channels
• Provide craft leadership, development opportunities and set the standards for all internal and partner community teams
• Partner with other player facing teams such as player support, PR and content development to deliver best in class player communications, escalation paths and guidelines
• Define and measure KPIs for all community activities with clear reporting structures for stakeholders
• Own and expand creator community programs, including partner content creators and esports talent
• Manage strategic partnerships with key community platforms, such as the RuneScape Wiki
• Develop, maintain and train staff on social media and in game interaction guidelines and policy
• Ensuring that all player facing mods have the support & guardrails needed to interact with players
• Own and manage the community budget, ensuring community growth remains central to marketing investment.
• Grow the community and social discipline at Jagex. Defining team structure and outsource partners. Build succession plans and be the champion for employee engagement alongside leading recruitment and personal development for all team members
• Act as the binding force between Jagex and our communities on large activation events such as Runefest. Defining the vision, strategy and experiences then working with specialist teams to deliver these
• Represent the collective player voice to development teams across the Jagex group providing insights and best practice for community centric development
• Champion forward facing community and social media projects using the latest technology

What we're looking for:

• Proven experience and a strong track record in community management and social media strategies
• Excellent knowledge of various social platforms, including Discord, Reddit, Twitter, Twitch, YouTube, FB/Instagram, Tiktok, etc
• Strong leadership skills, including the ability to inspire and motivate teams
• Solid understanding of player sentiment and the importance of community-first development
• Analytical mindset, with the ability to define and measure success criteria and KPIs
• Familiarity with emerging technologies like chat bots and AI in the context of community management
• Demonstrated ability to represent an organization as a thought leader in community and social media

What does success look like?

Within 3 months you will be a key contributor for all cross-product programmes, and inputting community best practice. You will have completed an audit of our community management & social media capabilities and provided structural, technological and people recommendations. You will have advised on the community strategies across all Jagex games and been an active participant in marketing leadership decision making

Within 6 months based on the previously defined priority areas you will have successfully defined or reshaped community & social strategies across the highest priority Jagex titles. These will be backed with strong KPI’s that you have defined, and they will be trending in a positive direction

Within 12 months you will have championed community management to all products resulting in roadmap changes that are beneficial to both Jagex & our player communities. You will have explored the latest technology & implemented efficiency improvements allowing us to better serve an increasingly active, growing & diverse community

What we offer:

When you join Jagex you can look forward to a generous Perks & Benefits package including:

• Private Healthcare, including Dental Plan.
• Minimum 6% Pension contributions.
• Employee Assistance Programme & onsite Counselling.
• Life Insurance.
• Discretionary annual performance bonus.
• Enhanced family leave policies from day 1.
• Flexible working hours.
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

About Jagex: 

Jagex is a leader in developing and publishing deep, engaging online games that connect millions of players worldwide. Best known for the RuneScape franchise, which includes two of the world’s longest running and most successful MMORPGs, in Old School Runescape and Runescape, and the open-world survival crafting game, Runescape: Dragonwilds; we have proven success in delivering immersive Forever Games and fostering strong player communities.  

We strive to foster an inclusive workplace built on trust, autonomy, and a shared passion for creating forever games. 
Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; we Honour our Vows by being honest and transparent; we are our Customers’ Heroes by striving to understand our team & player needs, and we Seize The Day by making the most of every opportunity. 

With over two decades of experience, and over 400 people in our team, we continue to innovate in live game development, leveraging data-driven insights, and a commitment to player-first game design. We have a diverse and talented team where creativity, collaboration, and community-driven game development drives everything we do.  

As part of Jagex, you’ll have the opportunity to work on a globally successful franchise, contribute to exciting new projects, and be part of a company that hugely values both our employees and our players.