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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
Identify, build and maintain in-house relationships with content creators
Provide hands-on support and/or manage external resources for creators engaging with our game
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
Draft and distribute newsletter and bespoke marketing emails
Define and report on KPIs, report on player sentiment, and make recommendations for improving engagement for all areas of ownership
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
Requirements:
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
Deep familiarity with online and IRL gaming communities, especially for single player games and using indie developer communication styles
