Senior Community Manager

Responsibilities

• 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
• Manage and grow community presence through direct-to-player communications, content creation, announcements, updates, campaigns, community spotlights, and social activations
• 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
• 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
• Foster positive, inclusive, and safe community spaces while enforcing community standards and empowering community leaders, influencers, moderators, and brand advocates
• Monitor and respond to player feedback, bugs, issues, outages, and crises while supporting clear, timely, and solutions-oriented player communications
• Develop and maintain systems for gathering player feedback through social listening, surveys, Q&As, playtests, feedback sessions, community events, and direct engagement opportunities
• 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
• Plan, execute, and evaluate community events, activations, contests, livestreams, promotional campaigns, and player-centric initiatives that drive engagement, retention, and brand loyalty
• Work with creative, video, and marketing teams to develop engaging assets and content that resonate with players and support broader business objectives
• Identify opportunities to amplify relevant community conversations, leverage industry trends, and create meaningful engagement that strengthens player relationships
• Support live service operations by collaborating on player communications for game updates, launches, roadmap visibility, and service-related changes
• Build strong relationships with key community voices, influencers, and player groups to strengthen advocacy and expand community reach
• Provide leadership, mentorship, or oversight for moderators, volunteers, or junior community team members as applicable
• Continuously evaluate and improve community strategies, tools, and processes to better support player needs and organizational goals

Requirements

• 5+ years of experience in community management, social media, player engagement, or related fields within gaming or digital entertainment
• In-depth and extensive knowledge of Last Epoch and ARPGs
• Webcam and willingness to be on camera including participating on livestreams and other public facing events
• Strong understanding of gaming communities, player behaviors, and live service ecosystems
• Experience managing online communities across platforms such as Discord, Reddit, forums, and major social channels
• Excellent written and verbal communication skills
• Proven ability to analyze player sentiment and community data
• Experience working cross-functionally with marketing, development, PR, and support teams
• Familiarity with social listening, reporting, and community management tools
• Ability to manage multiple priorities in fast-paced environments
• Passion for gaming and deep understanding of gaming culture
• Willingness to travel, both domestic and international
• Core Hours: 10am - 4pm Central Time with on-call element

Nice-to-Haves

• Bachelor’s degree in Marketing, Communications, PR, or related field preferred
• Familiarity with content creation tools (visual assets, GIFs, memes, social content)
• Crisis communication experience
• Team leadership or mentorship experience
• International community or localization collaboration experience (APAC highly preferred)