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Senior Online Community Team Manager

Job Summary:

Square Enix Europe is looking for an experienced Online Community Senior Manager to lead the European Online Community team in their efforts to nurture, grow and engage with the FINAL FANTASY XIV Community and other online titles.

You will be responsible for representing the EU Online Community team on a global scale working closely with the product management and development teams to create and execute community management strategies, while overseeing the continued development of the team and their output to ensure the community team is on top of emerging trends and best practices to drive conversation across all platforms.

Requirements

Key Deliverables:

• Set up and oversee Community projects, social media, and live stream strategies.
• Successfully execute personnel management, associate engagement, and team leadership. Motivate, maintain, and continually develop and support the team up to 10. Set clear team as well as individual goals and expectations. Provide clear, structured feedback on assignments and hold regular performance reviews. Oversee social media initiatives including but not limited to implementing the right tone-of-voice and message types across all community channels.
• Manage budget for community activities in EMEA regions.
• Spearhead and launch community plans across Social Media, online and live experiences to engage players worldwide. Set KPIs and ensure execution and delivery of these engagement programs on time and on budget.
• Contribute to the overall Online projects by working closely with other teams, departments and offices and standardise best practices.
• Analyse and collate data, produce reports and work with internal stakeholders to achieve KPI’s.
• Work with global community heads and development team to coordinate and deliver projects according to specifications.
• Deliver regular community updates to the business, detailing community sentiment and player focused campaign performance. Keep stakeholders updated on upcoming activities for review, negotiation, and approval. Collect back-up data to present new concepts.
• Liaise with external vendors to plan and execute games events, fan gatherings and media events. Organise, plan, and manage FFXIV Fan Festival as one of the key stakeholders.
• Build and maintain strong working relationship with regional offices, including Japan, US, Germany, and France.
• Maintain up-to date and in-depth knowledge of FFXIV as well as other titles’ community sentiment. Review subscribers’ feedback. Play FFXIV and relevant other titles to collect data and verify players’ concerns.
• Other related duties as required.
• The Online Community Senior Manager will work closely with other Managers, Directors, and Department Heads:

- Collaborate on tasks performed by the team members to ensure

o Actionable insights will be provided

o Appropriate methodology is followed

o Relevant, usable information is collected and passed on to the relevant parties in a timely manner

o Work is documented and reported appropriately

Key Stakeholders:

Director - Community and Services, Community team, Brand team (MMO), PR team, CS team

Knowledge & Experience:

Essential:

• Demonstrable experience as a video game community manager.
• Workplace leadership experience of people and projects.
• Experience working with an MMORPG community & active participation in online gaming communities.
• Proven track record of managing impactful social media campaigns.
• Extensive experience playing FFXIV and good knowledge of the MMO and online gaming genre.
• Extensive knowledge of social network channels and latest trends.
• Customer service knowledge/expertise.
• Experience in managing budget.

Competencies, Skills & Attributes:

• Empathetic, motivational leader with excellent communication and interpersonal skills. Emotional intelligence to supervise, coach and mentor a team.
• Excellent project management skills for coordination of multiple concurrent projects.
• Proactive problem-solving skills. See potential issues before they arise.
• Able to stay calm and logical during difficult high-pressure situations.
• Attention to details.
• Ability to speak in front of an audience.
• Experience of forum and social network management.
• Experience and knowledge of streaming technologies.
• Experience of organising consumer/fan events.
• Comfortable working with people at multiple levels (including external suppliers) and able to display discretion, when required.
• Business level fluency in English and strong creative writing skills.
• Technical knowledge in various platforms and backend systems.
• Japanese language skills and/or experience working with Japanese corporations is a plus.
• Additional language skills.

Other:

• Able to travel abroad and work flexible hours.
• Knowledge and passion for playing Square Enix and/or online games.
• Familiar with emerging trends in the games industry (particularly MMORPGs and GaaS).

Please provide a cover letter with your application.

Our goal at Square Enix is to hire, retain, develop and promote the best talent, regardless of age, gender, race, religious, belief, sexual orientation or physical ability.

Our pledge to D&I

At Square Enix we believe in the importance of being a diverse and global company, and we stand firmly together against any forms of injustice, intolerance, harassment or discrimination. In our effort to create a truly diverse workforce, we pledge to continue to raise awareness in every step of the employee experience, from recruitment to promotions to ensure equal opportunities for all. One of our goals is to champion diversity in games and at work and work together to inspire real change.

Learning and education around D&I will be a key element for us to continue to grow as an organization. With unconscious bias training, D&I workshops and a variety of initiatives to give our employees the opportunity to be heard and be part of that change to achieve real equality. We need all our efforts to continue to build our culture of inclusion and equality.

We are also proud to partner with UKIE's Raise the Game pledge, BAME in Games and Women in Games, to name a few.

Hybrid Working Policy

Square Enix is pleased to be an employer that offers flexibility within the workplace.

We have a hybrid working policy which allows employees to work from the comfort of their home, three days per week, and in our amazing Blackfriars office for the other two.

Or, if being in the Office is your preference, you can choose three days working from our office and two days working from home. The choice is yours!