Game Community Manager

Job Purpose:

• Gameloft Saigon has an exciting opportunity for a Community Manager to join our teams working on our portfolio of legacy games.
• As a Community Manager, you will join a team of passionate social media & community experts dedicated to nurturing & engaging with core fans & veterans by developing community experiences that keep them loyal to our games.
• In this role, you will be dedicated to fostering healthy & thriving communities on a set of key channels & games. Your key responsibilities will be defining, developing & managing the best community content & experiences, in order to keep them entertained & engaged with the game. As such, you will be planning, publishing & moderating content across various channels, & funneling community feedback in order to support each game team in continuously improving our players’ experiences.
• PASSION is key! For this position, we expect you to have an understanding of the ins-&-outs of gaming communities, & their importance within a game’s lifecycle. Also, it is needless to say that to be truly a great fit for this position, you should be a gamer at heart, with a hands-on understanding of the power of communities in the gaming realm.

Principle Accountabilities:

Channel & Evergreen Content Planning – 40%:

• Develop & produce the evergreen content approach for the social media networks you are responsible for, in equation with the game’s priorities & objectives throughout each period.
• Ensuring that the community of players has first-hand access to patch-notes, tutorials, promotions & information on events happening in the game.
• Own the content & assets creation process in order to produce a consistent flow of evergreen content for each of the channels you are responsible for, & when necessary, propose ways to optimize the content creation process to ensure a positive ROI.

Community feedback loop & reporting – 20%:

• Ensure a steady & constructive flow of community/player feedback to Game Management teams, using the tools at hand. Work on improving the process when required.
• Track & analyze community & content performance KPIs, & capitalize on learnings in order to continuously improve each activation.
• Analyze conversations & identify key insights from the community in order to improve content & community experiences on the channels you are responsible for.
• Reach community performance targets in terms of: engagement, overall coverage, reply times, community Csat, overall sentiment, community retention metrics, & utilize tools & processes at hand in order to continuously improve performance.

Community engagement & moderation – 40%:

• Develop a conversational approach on the channels you are responsible for, to build a strong bond with all community members, catering to MVPs.
• Ensuring coverage across channels, using the FAQs, response bibles & community management tools at their disposal.
• Continuously aiming to improve the engagement & moderation efforts.
• Ensuring the validity & use of all frameworks guaranteeing community safety, crisis management, customer satisfaction & game/update technical issues coverage across the channels they are responsible for.
• Develop & amplify UGC across the channels you are responsible for.

MAIN PERFORMANCE INDICATORS:

• Content performance
• Impact on game KPIs
• Sentiment
• Product feedback
• Community retention

Requirements

• Min. 2 to 4 years of experience in a similar position
• A passion for gaming & gaming experiences of all kinds.
• Analytical mind & KPI driven
• Understanding of community KPIs & how to track them.
• Understanding of social media networks & how they are used by gamers.
• Experience on community & social media toolstack (e.g publishing tools, social listening tools, content creation tools such as Canva, Photoshop etc.)
• Relationships-driven: Build credible & trusting relationships in a fast-paced environment with a broad range of colleagues & collaborators across the company & the world.
• Fluent in English, both written & spoken.
• Ability to work in a fast-paced & international environment.
• Positive energy, team spirit & a zest of fun are a must.