Player Experience & Community Manager

RESPONSIBILITIES

• Community & Social Media:
  • Develop and execute strategy for owned social media and community channels
  • Develop player engagement strategies to foster a long-lasting community
  • Craft social media content, draft copy, and drive asset ideation and production
  • Monitor and respond to player inquiries
• Content Creators:
  • Identify, build and maintain in-house relationships with content creators
  • Provide hands-on support and/or manage external resources to provide hands-on support for creators engaging with our game
• Customer Service:
  • Build a customer service solution including onboarding and managing a BPO and customer service tool
  • Create and maintain a customer service run book that outlines protocols, roles, responsibilities, and escalation plans
  • Maintain an internal and external knowledge hub
• Email marketing: Draft and distribute newsletter and bespoke marketing emails
• Analytics & Reporting: Define and report on KPIs, report on player sentiment, and make recommendations for improving engagement for all areas of ownership
• Campaign & Operational Support:
  • Assist with playtesting efforts including onboarding play testers, managing virtual and IRL technical set ups, and other operational needs as they arise
  • Collaborate with the broader marketing team on campaign planning, research, competitive analysis, and copywriting
• Other duties as assigned

YOU’LL EXCEL IF

• You can use data to back up your recommendations
• You’re ready to challenge conventional wisdom
• You have deep familiarity with online and IRL gaming communities, especially for single player games and using indie developer communication styles
• You understand audiences’ behaviors, creator and community motivations, and key industry platform algorithms
• You have a basic knowledge of Adobe Photoshop

QUALIFICATIONS & EXPERIENCE

• 5+ years experience in the video game community management role
• Has shipped at least 2 games on PC and console in a community manager role
• Strong written and verbal communication

Must be eligible to work in the U.S.

The pay range for this position in Massachusetts at the start of employment is expected to be between $87,100 and $90,920 per Year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for employees in regular roles may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits, provided that temporary or intern roles will not be eligible for many of these payments or benefits. Details of participation in compensation and benefit plans (if applicable) will be provided if an employee receives an offer of employment.If hired, employee will be in an ~at-will position~ and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.