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Global Head of Community and Player Support

2 months ago

London, Greater London, United Kingdom PTW Full time
About the Role

We are seeking a seasoned professional to lead our Community Management division as the Global Head of Community and Player Support. This is a key leadership position that will drive the growth and expansion of our community and social media practices to support our global client base.

Key Responsibilities

Strategy and Planning

  • Develop and implement successful community teams, strategies, and practices to support client needs and requirements.
  • Establish and track key performance indicators (KPIs) to measure progression, evaluate return on investment (ROI), and establish internal benchmarks.
  • Collaborate with the PTW Community department to identify and propose innovative solutions, projects, and opportunities to set client games apart and deliver exceptional player experiences.
  • Provide input and feedback on proposals to support Sales and Marketing efforts.

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 game needs.
  • Track and analyze community and content performance KPIs, draft and 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.

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.
  • Deliver performance reports and updates to support business reviews.
  • Contribute to strategic planning process.
  • Mentor, coach, and support department and team needs; build annual KPIs for departmental growth and success.
Requirements

Experience and Skills

  • 5-8 years of Community Manager experience within the gaming industry, with understanding of regional markets, trends, and dynamics.
  • 3+ years of managing, mentoring, and coaching people.
  • Understanding of game genres and associated player personas.
  • Understanding and knowledge of community and social channel analytics, sentiment trends, and ability to build top-quality reports.
  • Measurable success record in establishing and growing communities.
  • Experience working in Outsourcing/BPO industry is a plus.
  • Experience building business/client proposals, scopes, and presentations.
  • Strong presenting and speaking skillsets and capabilities.
  • Strong awareness/knowledge and application of social media and digital marketing technologies.
  • Ability to work in a fast-paced and international environment.
  • Collaborative, team-focused, and community-first mindset.
  • Fluent in English, both written and spoken.
What We Offer

Benefits and Culture

  • Competitive basic salary with performance bonus.
  • Dynamic and entrepreneurial culture.
  • Opportunity to work with the latest technologies.
  • Chance to work for one of the world's leading providers of specialist services to the games industry.