Community Manager in Newcastle upon Tyne

The Community Manager is primarily accountable for supporting the community strategic plan created by their brand’s Community Developer. Responsibilities include communicating with players through social media channels, creating dynamic community content to engage and inform, and driving player feedback to share with the Community Developer and cross-functional partners to support in-game improvements. Community Managers are responsible for having a thorough understanding of contemporary gaming genres and platforms, including fluency with games-as-a-service practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaborate on defining and helping to execute the community strategic plan, driven by the Community Developer for your specific brand(s).
• Create player-facing resources and engaging digital content, including guides, short-form videos, static assets, educational content, and livestream-led activations, leveraging community trends to increase brand visibility on platforms, and highlight key initiatives.
• Interface with internal production resources to produce assets required to support content deliverables.
• Write/review/copyedit outbound communications to ensure readability and alignment with brand tone and key objectives.
• Collaborate with cross-functional partners to align on a content calendar designed to consistently maximise engagement across shared social media channels.
• Monitor and drive player conversations across these and additional channels.
• Build a Ubisoft identity and foster an active, engaged relationship with players in the fan base.
• Help to develop programs to identify key influencers and leverage these community members to help evangelise the brand and/or game for the community.
• Assess the community’s pulse, understand community concerns, and communicate community status to internal cross-functional partners.
• Report on areas of community concern, surface trending topics/threads, and share/contextualise engagement metrics.
• Devise and manage contests and other events, and facilitate prize fulfilment when necessary.
• Work with the portfolio’s Social Media Manager to understand content performance and apply learnings to future content campaigns to maximise reach, impressions, and engagements.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE

• Experience in a community management or customer service role.
• Previous experience with user moderation and conversation management in a digital/online environment, including experience working with forums and social media management tools.
• Strong understanding of social media and community platforms, including their services, mechanics, and trends, particularly Instagram, Twitter/X, TikTok, Discord, and Twitch.
• Background as a creative and knowledgeable gamer, comfortable with online communities and social media.
• Excellent communication skills required.
• Ability to thrive in a highly dynamic environment within a globally distributed team.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of:

• Word Processing Software
• Internet Software
• Spreadsheet Software
• Design Software

PREFERRED BUT NOT REQUIRED

• Experience in the video games industry a significant plus.
• An enthusiasm for gaming.
• Previous experience with customer first-contact and de-escalation is preferred.

Benefits

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25 days of holiday

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.