As Community Manager, you will be the face and voice of Ander to millions of members. The Community Manager will be a product and audience champion, an Ander evangelist, and can develop big ideas from concept to execution to delight Ander members. You will inspire, excite and lead community and impact millions of members; Ander community platforms will need your thoughtful moderation leadership.
By building, engaging and maintaining relationships with our members and customers/clients, you will inform and guide production by providing clear and actionable qualitative feedback from the community. You will bring Ander members together and thereby improve public perception, overall retention and energize our brand advocates.
Ensure the Ander member community is engaged, feels listened to and has expectations well managed.
Integrate, collaborate and grow cross-functional partnerships through becoming a subject matter expert in core features, mechanics, “metagame,” in-app promotions, target KPIs, and fan sentiment.
Manage day-to-day communication activities. Duties include launch plan, editorial calendar, and other community-oriented activities development and planning, then the community engagement efforts, forum moderation, streaming or webinars, etc.
Collaborate and ideate with cross-functional teams to develop annual, quarterly and customer-specific community initiatives.
Meet KPIs for community engagement initiatives with an emphasis on meaningful measurement and actionable key learning, while helping define and evolve KPIs in response to growing business and community.
Manage Ander onboarding process and relationships with customers’ Human Resource Managers
Manage player community relations, including relationships with influential players and fan sites
Conduct online advocacy and regularly ensure CSAT KPIs are met
Liaise with the production team to make sure that the community is up to date with any changes that happen inside Ander products and services.
Keep an active stream of communication between the development team and the community.
Identify the most common issues based on community feedback, regularly prepare internal reports (app store reviews, escalations of high priority or frequent issues from Customer Care agents) and escalate issues quickly and efficiently to all relevant internal parties when necessary.
3-5 years’ experience in community management, communications, forum moderation, gaming ecosystems, and/or social marketing, including campaign analytics and community reporting.
In-depth knowledge of community building tools, include social media platforms (Twitter, Reddit, YouTube, Facebook, Tumblr, etc.) and how they can be leveraged to achieve business goals.
Understand the “always on” nature of community management and social media, with willingness to work off-hours as needed to ensure best practice, channel security, brand safety and timeliness.
Exceptional presentation, communication, and inter-departmental harmonizing skills with the ability to effectively communicate information and ideas in both written and verbal formats
Ability to work individually on a project or in a team environment, and handle multiple projects and customers/clients simultaneously while meeting deadlines.
Knowledge of blogging/community ecosystems relevant to the Ander community and mobile hobby and health communities is a plus
Comfortable using online tools, agile development, and establishing processes.
Game player and fan
Experience with Excel, PivotTables, Tableau, and SQL is a plus
Experience in training and developing impactful learning materials.
Excellent written communication skills.
Ability to travel up to 10-20% of the time to facilitate community events and workshops.
Passion for creating engaging, innovative, emotional and transformative experiences, both through digital and real-world touchpoints.
Experience in data driven development, working collaboratively with a cross-functional production team.
Demonstrable background delivering accurate and actionable feedback from community.
Outstanding interpersonal skills, personable, relationship-building, organized, research-oriented, and the ability to work well in a highly collaborative environment.
Commitment to advocating community and creating best experience for customers.
Additional Preferred Competencies
Experience in gaming, fitness, psychology, health, and/or human resources preferred.
Experience with mobile apps.
Passion for playing and making games and an excellent understanding of what makes them fun.
Experience with rapid prototyping, hardware development and manufacturing and/or data-driven design and development.
Entertainment industry experience in another discipline (programming, art, production, audio, editing, directing, etc.).
Conversant in current trends in employee engagement, games, design and software development.
Background or experience in economics, social products, or game development.
Previous experience in Jira, Jira Service Desk, Atlassian Confluence, and/or HubSpot, or similar tools/CRM systems.