The Community Manager is a visible and creative marketing role, engaged with consumer communications throughout the product cycle from development, to marketing, to support. This role shares responsibility for the consumer journey across multiple online touch points and bridging the gap between our studios and community.
A successful CM leverages this broad, long-term reach to assist in global social marketing and engagement strategy and tactics in partnership with local market SoCOM (Social, Community, Online Marketing) teams. This role actively analyzes, engages, and manages our millions of customers to provide insights to inform and influence our go-to-market strategies and tactics. This role has both a near-term and long-term responsibility to drive consumer engagement, retention, and conversion and works closely with product marketing, studio leads, and global marketing teams.
Responsible for the planning and creation of editorial content in collaboration with social and community channels.
Analyze and report customer behavior and sentiment in community and social channels in response to our go-to-market messaging, strategies, and tactics
Collaborating with the team to develop 24/7 response plan that enables the team to provide timely insights, response messaging, and reporting
Involved in the creation of the social marketing plan including objectives, strategies, and tactics
Strategic partnership with related online functions – online media, Origin, web publishing, etc.
Apply performance marketing art and science to drive the organization towards key KPIs
BA in marketing or related field, or equivalent ( 1-5 years experience working in online communities, online journalism, online marketing, or equivalent)
Demonstrated, expert writing skills.
Experience with successfully managing multiple projects and working directly with cross-functional teams and high-profile partners
Ability to think strategically and effectively present new ideas; creative thinker who is able to take an idea from concept through to execution
Comprehensive understanding of online community as it relates to delivering business objectives
Online community expertise from a user standpoint.
Excellent interpersonal, verbal communication and presentation skills
Good understanding of broader entertainment industry: games, music, and movies, etc
Community and Internal Team Focus - Dedicated to meeting expectations and requirements of both internal and external customers and community; acts with community in mind; gets first-hand community information and uses it for improvements in communication and online experiences; establishes and maintains effective relationships with the community and gains their trust and respect.
Clear Communicator - Good at establishing clear goals, strategies and tactics; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results. Able to manage and develop direct reports.
Planning - Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Priority Setting - Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Thrives in Fast-Paced Environment - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle uncertainty