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Head of Community Engagement

Our Vision

A world-class partner to the games industry, trusted to deliver the highest quality services with passion, expertise and agility

Our Purpose

To serve our partners by enhancing the experience of gamers across the world through our passionate and expert team

Our Values

Quality, Passion, Agility, Customer Intimacy, Teamwork

Key Accountabilities

• Working across many publisher brands and titles to set a coherent and consistent community engagement vision that excites clients and gamers
• Oversee all appropriate community channel management and support, ensuring that all team members are utilising best practices and in synch with the overall goals of the individual projects.
• Apply appropriate measurements and analysis on internal performance output (does it meet original client remits/SLA’s?, etc).
• Work with Clients and other Community and Player Support Leadership on player intelligence initiatives and other relevant enhancements as and when required.
• Create community roadmaps and strategies that engage players and foster community growth. In addition, build out a short and long-term plan (via roadmap) for growth and delivery of the services under Community engagement.
• Maintain a strong presence as mediator, advocate and leader, with a continuous drive in ensuring your teams promote (as per agreed expectations) on community forums, social media, and within the online portions of the games.
• Ensure you and your teams utilise Analytics and are able to effectively read analytical data to define or prioritise priorities, whilst also driving change or increased productivity on the project goals.
• Work alongside our internal recruitment and Vendor Management teams to source, train and supply agents with appropriate skillsets (e.g. native speakers), ensuring all projects are supplied with required levels of community moderator and / or player support experience accordingly.
• Work with junior team members to expand their skills, focus on training needs and help develop them (with increased senior responsibilities assigned where required) to ensure a continual successive management plan for specific project continuity and a continual improvement programme to optimise the Service Line at all times.
• Ensure the effective tracking and reporting from Leads and relevant senior staff on reporting community sentiment and feedback.
• Own budgets for Community Management and Customer / Player support teams, including allocation of spend to meet departmental and project-based objectives.
• Make sure all operational and team deliveries embody and align with the business goals and values.

Requirements

Knowledge and Skills

• Experienced in development and delivery of the community experience in a community, social media or communications role at a strategic level. Similarly, you have a strategic approach to managing a remote and (preferably) globally - based workforce, via individual agents and partner studios.
• You are able to anticipate and respond to individual client requests rapidly, as well as keeping up to date on general industry trends to inform your approach and meeting challenges head-on in an individual and collaborative level.
• Also able to effectively gauge customers’ views of a brand by using relevant analytical and listening tools that monitor feedback, inform the service application and propose / apply revisions that enhance engagement where necessary.
• Capable of applying empathic skills and able to illustrate a high degree of mediation skills on both an individual (consumer) and group (community) level. Also create a training programme for relevant staff and / or agents in similar capabilities.
• A demonstrable ability to multitask and delegate work accordingly within a fast-paced (preferably service provision-based) environment, ensuring capability of independent delivery from each team member in synch with the core requirements for the projects being worked on. Excellent time management skills also required.
• It is key to have a working knowledge of community channel deliveries (forum management), ticket management systems and it is also desirable to have previous experience in the strategic delivery of streaming content.
• Advantageous to have previous experience within a Leading capacity of developing social media and communication campaigns that align with a company’s marketing strategies. Alternatively, experience in having been responsible for teams creating engaging content, including text, images and videos, across various social media platforms.Expertise in preparing and delivering detailed weekly and monthly reports on a company’s social media and community-related activities.
• Expertise in preparing and delivering detailed weekly and monthly reports on a company’s social media and community-related activities.
• Owning the process and team delivery of responding to customers’ comments and queries in a timely and professional manner.
• Staying up to date with digital technology trends and community engagement approaches.
• Capable of adapting skills and changing approach rapidly in accordance with a project or team delivery needs.
• Understanding the value and proven experience in enhancing communication delivery, with a deep awareness of the role of facilitator between game teams and players.
• Proven leadership skills, having previously inspired a team to deliver value to players consistently and to maintain transparent and accurate correspondence to players.
• A strong communicator: you have excellent communication and presentation skills.
• Ideally a self-starter, able to execute at both a tactical and strategic level with a strong attention to detail.You understand the impact on a game players’ social experience because you are a core gamer.
• You use that knowledge to improve the overall experience of all our communications and promotions.
• IT skills: Expert knowledge on supportive Customer Service and Player support systems and channels (e.g. Zendesk), Intermediate Word, Excel, Outlook and PowerPoint
• Willing to travel in the North-West for onsite support

Measures of Performance

• Meeting client expectations; clarifying the remit and applying appropriate action to ensure individual project support and expectations are met and / or exceeded.
• Ensuring efficient delivery points are met; e.g. community moderator lead times
• Managing delivery to meet individual project budget requirements and applying advanced project management application to ensure service delivery profit margins and targets are successfully achieved.
• On time delivery of support to the quality levels required per project / task

Benefits

• Training
• Lunch and Learns
• Management Development
• Wellbeing Portal including Live Chat and Support
• Mini Health checks
• Access to Counselling and structured therapy
• Online CBT
• Perks and Discounts
• Qualified nurses on hand to offer support on a range of medical or health-related issues offering practical information and advice
• Social events and celebrations