Senior Community Manager

<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Eleventh Hour Games is a fast growing studio, focused on a passion for top-down action RPGs. </strong>We value open communication, close-knit teamwork, and opportunity for ownership and growth! Our mission is to gather and empower the next generation of creators to forge extraordinary games. Extraordinary games build passionate communities, which create passionate people. <strong>Passionate people turn into next year's creators. With our breakout title<a href="https://lastepoch.com/">&nbsp;Last Epoch,</a> we are moving fast into the next round of adventure!</strong></span></p> <hr> <p><span style="text-decoration: underline; font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>THE OPPORTUNITY</strong></span></p> <div> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">The Senior Community Manager serves as the voice of the player while building, engaging, and growing the game’s global community across social and community platforms. This role partners closely with development, publishing, marketing, PR, customer support, and creative teams to foster meaningful player relationships, drive engagement, monitor sentiment, and provide actionable player insights that inform product, communications, and campaign strategies.</span></p> <span style="text-decoration: underline; font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>RESPONSIBILITIES:</strong></span></div> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Develop and execute community engagement strategies to grow, engage, and sustain global player communities across platforms such as Discord, Reddit, forums, social media, and other player-facing channels</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Manage and grow community presence through direct-to-player communications, content creation, announcements, updates, campaigns, community spotlights, and social activations</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Serve as the voice of the player internally by monitoring, analyzing, and synthesizing player sentiment, feedback, trends, and emerging issues into actionable insights for development, marketing, publishing, and leadership teams</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Partner cross-functionally with development, publishing, marketing, PR, customer support, localization, social, and creative teams to align messaging, support campaigns, improve player experience, and strengthen product communications</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Foster positive, inclusive, and safe community spaces while enforcing community standards and empowering community leaders, influencers, moderators, and brand advocates</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Monitor and respond to player feedback, bugs, issues, outages, and crises while supporting clear, timely, and solutions-oriented player communications</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Develop and maintain systems for gathering player feedback through social listening, surveys, Q&amp;As, playtests, feedback sessions, community events, and direct engagement opportunities</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Track, analyze, and report on community growth, engagement, sentiment, and campaign performance using social listening and reporting tools, providing data-informed recommendations to internal stakeholders</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Plan, execute, and evaluate community events, activations, contests, livestreams, promotional campaigns, and player-centric initiatives that drive engagement, retention, and brand loyalty</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Work with creative, video, and marketing teams to develop engaging assets and content that resonate with players and support broader business objectives</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify opportunities to amplify relevant community conversations, leverage industry trends, and create meaningful engagement that strengthens player relationships</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Support live service operations by collaborating on player communications for game updates, launches, roadmap visibility, and service-related changes</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Build strong relationships with key community voices, influencers, and player groups to strengthen advocacy and expand community reach</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide leadership, mentorship, or oversight for moderators, volunteers, or junior community team members as applicable</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Continuously evaluate and improve community strategies, tools, and processes to better support player needs and organizational goals.</span></li> </ul> <p><span style="text-decoration: underline; font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>QUALIFICATIONS:</strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">5+ years of experience in community management, social media, player engagement, or related fields within gaming or digital entertainment</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Must have in-depth and extensive knowledge of Last Epoch and ARPGs</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Must have a webcam and be willing to be on camera including participating on livestreams and other public facing events</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong understanding of gaming communities, player behaviors, and live service ecosystems</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience managing online communities across platforms such as Discord, Reddit, forums, and major social channels</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Excellent written and verbal communication skills</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Proven ability to analyze player sentiment and community data</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience working cross-functionally with marketing, development, PR, and support teams</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Familiarity with social listening, reporting, and community management tools</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to manage multiple priorities in fast-paced environments</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Passion for gaming and deep understanding of gaming culture</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Bachelor’s degree in Marketing, Communications, PR, or related field preferred</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Willingness to travel, both domestic and international</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Our Core Hours are 10am - 4pm Central Time, however there is an "on-call" element to this role</li> </ul> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong><span style="text-decoration: underline;">PREFERENCES:</span></strong></span></p> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Familiarity with content creation tools (visual assets, GIFs, memes, social content)</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Crisis communication experience</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Team leadership or mentorship experience</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">International community or localization collaboration experience (APAC highly preferred)</span></li> </ul> <p>&nbsp;</p> <hr> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em><strong>Reasonable Accommodation</strong></em></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em>KRAFTON Americas is committed to the full inclusion of all qualified individuals. As part of this commitment, the Company will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to apply for an open position, perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the HR Talent team at KRAFTON Americas, to begin the interactive process.</em></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em><strong>EEOC statement</strong></em></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em>KRAFTON Americas provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.</em></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em><strong>Due to recent scams, our recruiters will only reach out to you via @sds.com, @krafton.com, @unknownworlds.com or @pubg.com. If you received an email and are unsure you can always email recruiting_ka@krafton.com.&nbsp;</strong></em></span></p>