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Community Engagement Manager, NHL

Community Engagement Manager, NHL

[FULL-TIME]

Job Description:

The Community Engagement Manager is a highly visible and important communications role that connects our global game teams and services with our player communities. A successful CC for this role will be able to leverage game and brand expertise with studio and influencer relationships, drive deeper engagement, and be able to collect and summarize real-time feedback. This important role will partner closely with Community teammates, studio and other cross-functional groups around the world to insure a consistent, high quality user experience inside and outside of our games.

The Community Engagement Manager has the following primary responsibilities:

• Be the voice of the community, maintain a tight two-way dialogue between core players, studio, and stakeholders.
• Help create and work on important deliverables from the global community plan.
• Help manage social media presence on official EA channels.
• Assist with communications around game and live service issues: Bugs, Cheats, Outages, Support Issues.
• Build close relationships between EA and top brand ambassadors and players.
• Help maintain relationships on various channels and community sites.
• Conduct surveys, research, and feedback from the community on issues significantly impacting the experience.
• Ensure all Electronic Arts standards, policies, and processes are observed and followed.
• Coordinate and share with other EA Community Managers on engagement best practices, standards, and innovations.
• Regularly deliver qualitative Community reports on channel metrics, fan feedback, game issues, or service risks.
• Work very closely with Development teams on overall player experience.
• Assist with the strategy for moderation of official channels such as the forums, social media, and/or websites.
• Maintain a positive community reputation.

Qualifications:

• Deep Passion and Experience playing NHL-branded titles, with heavy brand awareness.
• Excellent interpersonal and verbal communication skills.
• 2-3 years’ experience working in online communities, social media, journalism, online marketing, or equivalent.
• Demonstrated writing, grammar, and content-creation skills (samples required).
• Strong knowledge of best practices for operating social channels (Facebook, Twitter, Instagram, etc).
• Comfortable working in a fast, adaptable environment.
• An aggressive, self-motivated, detail-oriented team player and quality driven.
• Has strong problem-solving skills. Must be able to keep focus on multiple tasks and effectively set priorities among projects.
• Ability to objectively interpret customer/community feedback and make actionable recommendations.
• Solid understanding of Live Service operations and Development.
• Bachelor Degree in Communications or Marketing a plus.
• Significant Licensor, Live Service, or Operations experience also a plus.
• Strong understanding of NHL partners, teams and leagues and its players a plus.