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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 requires a strategic thinker with a passion for building and growing communities.

Key Responsibilities
  • Strategy and Planning
    • Develop and implement successful community strategies and practices to support client needs and requirements
    • Establish and track key performance indicators (KPIs) to measure progression and evaluate ROI
    • Collaborate with the PTW Community department to identify and propose innovative solutions and opportunities to enhance client games and deliver great player experiences
  • 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 and analyze community and content performance KPIs and draft and present regular reports
    • 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
    • 5-8 years of experience in Community Management 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, sentiments 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
    • 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