Senior Community Manager at Eleventh Hour Games

Job description

Eleventh Hour Games is a fast growing studio, focused on a passion for top-down action RPGs. We value open communication, close-knit teamwork, and opportunity for ownership and growth! Our mission is to gather and empower the next generation of creators to forge extraordinary games. Extraordinary games build passionate communities, which create passionate people. Passionate people turn into next year's creators. With our breakout title Last Epoch, we are moving fast into the next round of adventure! THE OPPORTUNITY The Senior Community Manager serves as the voice of the player while building, engaging, and growing the game’s global community across social and community platforms. This role partners closely with development, publishing, marketing, PR, customer support, and creative teams to foster meaningful player relationships, drive engagement, monitor sentiment, and provide actionable player insights that inform product, communications, and campaign strategies. 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. QUALIFICATIONS: 5+ years of experience in community management, social media, player engagement, or related fields within gaming or digital entertainment Must have in-depth and extensive knowledge of Last Epoch and ARPGs Must have a webcam and be willing 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 Bachelor’s degree in Marketing, Communications, PR, or related field preferred Willingness to travel, both domestic and international Our Core Hours are 10am - 4pm Central Time, however there is an "on-call" element to this role PREFERENCES: 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) Reasonable Accommodation KRAFTON Americas is committed to the full inclusion of all qualified individuals. As part of this commitment, the Company will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to apply for an open position, perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the HR Talent team at KRAFTON Americas, to begin the interactive process. EEOC statement KRAFTON Americas provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Due to recent scams, our recruiters will only reach out to you via @sds.com, @krafton.com, @unknownworlds.com or @pubg.com. If you received an email and are unsure you can always email recruiting_ka@krafton.com.

Requirements

Must-haves

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
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.
5+ years of experience in community management, social media, player engagement, or related fields within gaming or digital entertainment
Must have in-depth and extensive knowledge of Last Epoch and ARPGs
Must have a webcam and be willing 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

Nice-to-haves

Bachelor’s degree in Marketing, Communications, PR, or related field preferred
International community or localization collaboration experience (APAC highly preferred)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick