Online Community Manager in Home Office bei Ocean Communications Ltd

Ocean Communications Ltd

GAMING CLIENT - COMMUNITY MANAGER

MUST BE FLUENT IN GERMAN AND ENGLISH

*MUST HAVE PREVIOUS ONLINE COMMUNITY MANAGEMENT EXPERIENCE*

MISSION:

Develop a deep understanding of client processes and how to apply these processes.

Take ownership of customer interaction and provide an out-of-this-world level of support.

Provide exceptional customer experience as measured through customer surveys.

Adhere to contractual KPIs.

PROFILE:

Passion for the gaming industry.

Demonstrate strong logical thinking.

Passionate about engaging with players while understanding their issues and finding solutions.

Have a consumer-oriented mindset and willingness to provide the best service.

Advanced technical knowledge and experience.

High level of reading comprehension and understanding of game-specific terminology, slang, and context.

LANGUAGES:

Excellent written skills (fluency and accurate typing) in German and English. Testing: CEFR 1 for assigned language, English CEFR B2 or better.

COMMUNITY MANAGEMENT ROLE

General Responsibility:

High-functioning community expertise specialized in the gaming space, self-starter, proactive, able to manage Moderators and interface effectively with Management.

High level of reading comprehension and understanding of game-specific terminology, slang and context, striving for expertise in the games they support.

As assigned per LOB/title, duties may include:

Manage brand social media channels; monitor and drive conversation; oversee moderation, publish regular content, following the content calendar.

Analyze social channel data and prepare reports on community health.

Publish and potentially create content on brand website (news)

Create compelling marketing communications to acquire, engage, and excite game fans.

Design and deploy in-game community management features (i.e. FAQs, tips & tricks, Game Guide).

Communicate regularly with Customer Support and Moderators.

Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community.

Identify and engage with-high value customers, rewarding valuable players for spending time in the game/community.

Assist in Influencer programs, contests, and other community engagement programs.

Work with Community Developer and Marketing team to develop, update, and execute community engagement calendar.

Support product marketing to execute cross-promotions across games and channels.

Deliver regular community updates to the business, informing them of community sentiment and player-focused campaign performance.

Provide qualitative and quantitative feedback based on A/B testing and consumer insights through online surveys, polls, and close monitoring of community channels.

Engagement Moderation, crafting personal, appropriate, on-brand responses to players.

Content Moderation if volume spikes demand it.

Communications, able to craft commentary and present company updates and information in a clear, authentic manner, with excellent grammar and game vocabulary.

Monitoring all assigned Community channels, and coordinating Moderation efforts, offering guidance to Mods as needed.

Understanding of escalation pathways for sensitive or critical content, in accordance with the client's guidelines.

Ability to identify and escalate sensitive issues to Community Developer and Marketing Team with alacrity, ensuring all actions and responses are approved.

Able to task-switch with ease, and evolve as the requirements of the role change over time.

Specific to Mobile HQ:

Store review sentiment analysis can be performed by an EN-speaking agent as a side task. The task consists of the following elements:

Analyze the store reviews submitted throughout the week.

Provide a weekly report summarizing the highlights and the breakdown of the store reviews based on the given template.

Participate in weekly product calls to share the highlights regarding the store reviews

Forum and Discord moderation. Event planning and execution, attendance at the live streams, reporting, and participation in community celebration events.

Specific to TSO:

Deployments & other downtimes: Communicate deployments & service interruptions on TSO website and social media.

Changelogs: Translate, publish, and clarify changelogs; write dev diaries for new content after briefing by game design.

Announcements: Promote in-game o