.Title: Global Head of Community - Player Support Location: Remote, can be based anywhere in North America, Portugal, Spain, Romania, Poland or the UK Contract: Full-Time PTW International is looking for a department head for its Community Management division.
You'll be growing and expanding the vision, strategy, and operating processes to support our global client base, as well as internal projects.
We work with some of the biggest names in the games industry and you'll have the opportunity to shape, influence and support how players interact with many well-known games around the world.
In this role, you will be responsible for helping to create, implement and optimize our community and social media practices, according to our client's needs.
You will manage, grow and mentor a global team of Community Managers, Social Media Managers and Moderation teams across a wide range of game genres.
You will be a passionate and tech-savvy leader with a strong understanding and knowledge of the role communities play in gaming.
We're looking for someone who has deep experience in managing teams and communities on a global scale to help build upon our existing service offering.
Job Responsibilities Strategy Accountable for the design and implementation of successful community teams, strategies and practices to support client's game needs and requirements.
Establish, implement, and track common KPIs to measure progression, evaluate ROI & establish internal benchmarks.
Collaborate with PTW Community department to proactively identify and propose innovative solutions, projects, and opportunities to set client's games apart and deliver great player experiences (e.G.
contests, community collaborations, platform collaborations etc.).
Support Sales and Marketing by providing input and feedback on proposals.
Community Management Develop a Centre of Excellence for community management including technologies, processes, policies, tools and techniques to create engaging communities.
Lead, coach, and mentor Community Managers and establish best practices for developing best-in-class gaming communities.
Help establish content creation processes and plans to support client games needs.
Track & analyze community and content performance KPIs - draft & present reports on a regular basis.
Craft and coordinate moderation best practices in collaboration with Community Managers.
Conduct benchmarking and assessments.
Assist in creating compelling case studies to support Sales and Marketing around successes and best practices.
An interest/commitment to online safety for player communities is a plus.
An understanding and interest in AI/automation elements for community management, like Discord bots, is a plus.
Management Manage multiple teams of up to 10-15 direct reports.
Executive and C-Suite level stakeholder relationship management.
B2B client relationship management and account management experience