Customer Support And Community Management Lead – F2P Mobile Games – Barcelona

Our client is looking for an experienced Community Manager and Customer Experience individual to lead a growing customer team. At this studio they put the customer first, value their feedback as they develop new games, listen to their concerns on live games and encourage them to interact with them and each other via a large social media presence.

As the lead of the Customer Support and Community Management team, you will have a unique opportunity to have a high impact on the business by leading and growing the team that is the voice of the customer inside the studio, as well as helping us to uncover new ways to be an even more customer-centric company putting the player at the centre of all of game developments.

Responsibilities:

Overall:

• Lead and grow a team of expert customer and community managers including:
  • Recruiting additional team members as required
  • Leading the sharing of best practice across the team and the prioritization of the team’s goals
  • Managing the professional development of individual team members
• Ensure the product teams have (& coach the customer team to deliver) the information that they need to:
  • Define features and set roadmaps that are aligned with customer needs
  • Resolve customer issues
• Measure, analyze and deliver proposals on improvements in their service and processes and execute those improvements

 Community Management:

• Decide on the right KPIsto measure their performance on social media as a team
• Decide on policies on when and how to respond to players on social media
• Review and give feedback on the plans that each Community Manager makes for communication across a range of social media platforms (Website, Facebook, Youtube, Twitter, Forum, in-game, Instagram, Discord)
• Work together with Marketing to drive ways to re-engage dormant players back into the game using their large social media presence
• Meet regularly with the industry in order to benchmark progress towards excellence in Community Management

Customer Support:

• Develop the right “tone of voice” for overall and for each game separately
• Manage the outsourced providers used and ensure adherence of the outsourced providers to the SLAs that have been agreed
• Decide on the appropriate KPIs for the team and outsourced company
• Stay up-to-date with developments in Social Media and make recommendations on new community management tactics

Requirements:

• Proven ability to grow an online community. You must have experience creating and growing an online community in the past and will be able to point to specific experiences where you have improved your product using feedback from customers.
• Previous experience in a mobile gaming company
• Experience in managing teams with a deep commitment to continuous development of those team members that you take responsibility for
• Deep understanding of customer service, obtaining user feedback, and the skills needed to grow an online community
• Exceptional communication skills in English
• You must be a problem solver and a self-starter
• You must be an accomplished expert but also humble
• You must have a business mindset

Tagged as: Community Manager