Nordisk (Danish) Community Manager - London
Contract - £D.O.E
The Community Manager is the main link between the community and the client. As the Community Manager, you would act as the “face” of my client for the community as well as ensuring that community strategies are implemented across all of my client´s online campaigns.
You will be working within a large and culturally diverse team that includes Community Managers of other languages, and you would be reporting in to the European Community Manager. Collaborating, sharing and supporting other my client Community Managers is an important part of the daily routine.
As well as this, you´ll be liaising with other SCE stakeholders; especially your local territory and other marketing teams, in order to optimise the community experience.
The main purpose of the Community Manager is to engage users with the brand, in order to instil in them a sense of loyalty towards the products and services.
In this role, you´ll need to be able to interpret and develop the community from a marketing point of view, and have an appreciation of the importance of “word of mouth” as one of the most efficient marketing tools available to the business.
You would be conducting most of your activities in any online environment where the community is found, although the main sites that you will look after (and where you will develop your main community activities) will be the Forum, the Blog, the social media channels and online gaming environments.
Keeping yourself up to date in community management, social media & online gaming in order to identify community trends and incorporate them into the business will be imperative.
Finally, you will be able to share community insight by understanding the community that you look after, and by effectively producing analytical reports for the business. As such, you will be required to create regular and ad hoc community reports with regards to any of the products or services.
Engagement planning/coordination: Having a complete and thorough understanding of your target audience is vital: culturally, socially & politically. This is in order to create, implement and develop community strategies that best suit the demands and desires of the community and therefore build and nurture an engaged and committed online community.
Effective online channels management: Keeping yourself up to date in community management, social media & online gaming in order to identify community trends and incorporate them into the business will be imperative.
Marketing community strategy: Understand the significance of the community as a powerful marketing tool for representing the business, and identify ways include this into the overall marketing strategy. Marketing online campaigns, planning projects and ensuring that the community is part of the strategy is a key factor.
Relationships management: You´ll need to create, maintain and develop relationships with other external and internal stakeholders to optimise the success of the community strategies. Strengthen links with different key contacts of your local territory’s marketing department, such as Product Managers and PR. Taking advantage of working with other languages’ Community Managers by collaborating and sharing projects experiences would further enhance your community strategy.
1st party titles moderation: Post- or Pre-Moderation (dependent on game’s age rating); monitor UGC created by users within the online environments of 1st party games and services; accepting/censoring the content according to my clients’ moderation policies; escalating offenders when required. The Community Manager will have to familiarise themselves with the different moderation tools available for this purpose.
The websites moderation: Regularly monitor areas such as the Forums, Blog and bespoke websites; edit/remove posts that are in breach of the community rules; reclassify incorrectly posted content and moderating user accounts and behaviour. Educating users on community rules and the “acceptable use policy” is also an essential part of the role.
Volunteers’ coordination: Identify the community members who best understand and represent the values, then mentor and support them in order to establish an active and united volunteers group. Volunteers will assist the Community Manager with the objective of educating and engaging the community together with hosting community activities.
Reporting & Consumer Insight: Understanding the needs and wishes of our audience, is essential to the success of the product. The creation of weekly, monthly and ad-hoc reports of feedback from our community is vital. Community feedback can be sentiment based on the platforms and core services, issues, feature requests, etc. Consumers’ feedback and analytic reports will be decisive to measuring and reporting on the effectiveness of online campaigns.
• Attend weekly meetings with other my clients’ Community Managers in order to review, share, discuss and define lines of action for the Community Team.
• To be a key point of contact for territory marketing teams and Community/Social Media staff.
• Support and collaborate with your territory in different local projects or community sites such as territory specific social networks.
• To build/maintain relationships with Community Managers across the industry and 3rd party companies.
• Carry out regular online events and activities for the community with the support of the volunteers across community online channels.
• To curate content for the inclusion across multiple channels including the Forum, Blog, websites & social media.
• Promote and raise the awareness of the Community Team within the business and the games industry.
• Escalate community issues (server crashes, log in problems, etc.) to the business.
• Escalate product bugs reported by the community, such as game glitches or cheats
• Performance UAT of moderation tools to ensure its smooth operation at the final stage.
• Provide feedback on moderation tools in order to improve its functionality.
• To report consumer insight regarding the products and services into your language Community Team.
• In-game moderation: online patrol of 1st party titles in order to ensure a healthy and enjoyable online gaming experience, and escalating players who breach the rules.
• Monitor community admin mailboxes, and reply to, or redirecting, users’ emails.
• Provide occasional support to other moderation languages, if required.
• You need to be able to speak & write Danish fluently, as well as have a good understanding of English, both written and verbal.
• You will have experience of online community management, and a good understanding of consumer behaviour and how it can be influenced. You need to be user focused with excellent communication skills in all forms. You will be expected to write outbound communications for your community, but also drive internal conversation around the product and needs of our audience.
• Excellent project management, planning and communication skills (verbal and written) are required. This includes being able to prioritise and organise a varied and full workload, and work under pressure.
• Extensive experience working within new media and use of social media channels.
• Knowledge of the gaming industry and the heritage (you may be a gamer but have not worked in the industry before).
• Experience in dealing with other European territories.
• Good awareness of business priorities.
• Excellent motivation and relationship management skills. This comprises having the ability to get along with a variety of people and be a friendly, collaborative, yet assertive ambassador for the brand and for the Online Marketing team.
• Proactive attitude which enables you to spot opportunities or project-based issues ahead of time and propose appropriate solutions.
• Ability to work as part of a globally recognised family amongst people based in different territories, whilst delivering what is best for my client.
• Positive and fun to work with.
Useful Skills & Abilities
• Microsoft Suite.
• Lotus Notes.
• General IT knowledge.
• Previous experience working with CRM software technologies would be an advantage.
• A familiarity with analytics software, such as Webtrends or QlikView.
• Experience of Lithium-supported (or other) Bulletin Board/Forum products would be an advantage.
• Good technical understanding and ability to learn the use of new tools quickly.
• Knowledge of an additional European language, or experience of working in a multi-lingual environment.
To apply please send a copy of your CV in Word format to firstname.lastname@example.org
Paige Hornabrook | QA & Localization Consultant
OPM Response Ltd
Direct Line: + 44 (0) 1206 214417 |
Email: Paige@opmjobs.com |
The salary bracket is approximate and is no guarantee of the income on offer. Salary and benefits will be discussed with candidates at interview with the company and are individually negotiated by OPM.