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Community Manager
NBC Universal
Universal City, CA, United States
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Community Manager - Universal Games & Digital Platforms
About Us
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
As the Community Manager you will proactively lead community management activities and will have two key areas of responsibility:
Develop communities and strategies that build brand awareness and credibility
Players support and engagement
Essential Responsibilities:
Help define and maintain the community management strategy including engagement methods, moderation policies, content building and outreach initiatives especially focused on growing the user base and improving retention and game experience
Set goals for, track and report on community-related metrics ensuring upwards visibility as well as helping inform on metrics’ significance.
Create and manage content to engage communities for each of our games
Curate, amplify and repost positive media, partner content, and UGC
Build brand awareness through community by identifying market trends
Manage interactions with users in multiple communities spanning our entire IP list
Maintain consistent tone, persona and visual look and feel across all interaction channels
Collaborate with brand development to support marketing direction
Develop community guidelines
Work with players to address their concerns and grievances. Respond to community inquiries promptly, professionally and accurately.
Work with the correct channels to issue refunds as needed based on established policies
Daily Duties:
Community management, moderation, monitoring, and responding to user questions and concerns
Surface communities concerns and feedback to appropriate business unit
Collect and manage data, analyze customer trends and characteristics to drive informed community decisions
Enforce community guidelines
Communicate with individual players as needed
Qualifications/Requirements
Basic Qualifications:
3+ yrs. of established online community management experience in the video game industry
Previous experience building and moderating online communities and customer service
Working knowledge of social media platforms, tools, and best-practices
Technical knowledge of online community platforms, systems and software
Extensive knowledge of gaming industry
Additional Job Requirements
Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered
Must be willing to work in Los Angeles, CA
Desired Characteristics
Passion for video games and enhancing game culture
Strong ability to multi-task and adjust for changing priorities
Strong organizational, analytical and presentation skills
Proficiency in Microsoft Word, Excel and PowerPoint
Excellent interpersonal and written/verbal communication skills