Global Head of Community-Player Support

Summary

Join PTW International as the Global Head of Community - Player Support, a remote position based in North America, Portugal, Spain, Romania, Poland, or the UK. You will lead and grow a global team of community managers, shaping community strategies and practices for major gaming clients. This role demands experience in managing global teams, community building, and social media. You will be responsible for developing and implementing strategies, mentoring your team, and collaborating with sales and marketing. The position offers a competitive salary, performance bonus, and the opportunity to work with cutting-edge technologies within a dynamic and entrepreneurial culture.

Requirements

• 5-8 years Community Manager experience within the gaming industry, with understanding of regional markets, trends and dynamics
• 3+ years 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 able to build top-quality reports
• Measurable success record in establishing and growing communities
• 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 & international environment
• Collaborative, team-focused and community-first mindset
• Fluent in English, both written and spoken

Responsibilities

• Be accountable for the design and implementation of successful community teams, strategies and practices to support client’s game needs and requirements
• Establish, implement, and track common KPIs to measure progression, evaluate ROI & establish internal benchmarks
• Collaborate with PTW Community department, proactively identify and propose innovative solutions, projects, and opportunities to set client’s games apart and deliver great player experiences (e.g. contests, community collaborations, platform collaborations etc.)
• Support Sales and Marketing by providing input and feedback on proposals
• Develop 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 & analyze community and content performance KPIs - draft & present reports on a regular basis
• 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
• Managing 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
• Delivering performance reports and updates to support business reviews
• Contributing to strategic planning process
• Mentor, coach and support department and team needs; building annual KPIs for departmental growth and success

Preferred Qualifications

• An interest/commitment to online safety for player communities
• An understanding and interest in AI/automation elements for community management, like Discord bots
• Experience working in Outsourcing/BPO industry
• Experience building business/client proposals, scopes and presentations

Benefits

• Competitive basic salary with performance bonus
• Dynamic and entrepreneurial culture
• You get to work with the latest technologies
• You will be working for one of the worlds leading providers of specialist services to the games industry