The Opportunity

The Senior Community Manager serves as the voice of the player while building, engaging, and growing the game’s global community across social and community platforms. This role partners closely with development, publishing, marketing, PR, customer support, and creative teams to foster meaningful player relationships, drive engagement, monitor sentiment, and provide actionable player insights that inform product, communications, and campaign strategies.

Responsibilities

Develop and execute community engagement strategies to grow, engage, and sustain global player communities across platforms such as Discord, Reddit, forums, social media, and other player-facing channels
Manage and grow community presence through direct-to-player communications, content creation, announcements, updates, campaigns, community spotlights, and social activations
Serve as the voice of the player internally by monitoring, analyzing, and synthesizing player sentiment, feedback, trends, and emerging issues into actionable insights for development, marketing, publishing, and leadership teams
Partner cross-functionally with development, publishing, marketing, PR, customer support, localization, social, and creative teams to align messaging, support campaigns, improve player experience, and strengthen product communications
Foster positive, inclusive, and safe community spaces while enforcing community standards and empowering community leaders, influencers, moderators, and brand advocates
Monitor and respond to player feedback, bugs, issues, outages, and crises while supporting clear, timely, and solutions-oriented player communications
Develop and maintain systems for gathering player feedback through social listening, surveys, Q&As, playtests, feedback sessions, community events, and direct engagement opportunities
Track, analyze, and report on community growth, engagement, sentiment, and campaign performance using social listening and reporting tools, providing data-informed recommendations to internal stakeholders
Plan, execute, and evaluate community events, activations, contests, livestreams, promotional campaigns, and player-centric initiatives that drive engagement, retention, and brand loyalty
Work with creative, video, and marketing teams to develop engaging assets and content that resonate with players and support broader business objectives
Identify opportunities to amplify relevant community conversations, leverage industry trends, and create meaningful engagement that strengthens player relationships
Support live service operations by collaborating on player communications for game updates, launches, roadmap visibility, and service-related changes
Build strong relationships with key community voices, influencers, and player groups to strengthen advocacy and expand community reach
Provide leadership, mentorship, or oversight for moderators, volunteers, or junior community team members as applicable
Continuously evaluate and improve community strategies, tools, and processes to better support player needs and organizational goals

Qualifications

5+ years of experience in community management, social media, player engagement, or related fields within gaming or digital entertainment
Must have in-depth and extensive knowledge of Last Epoch and ARPGs
Must have a webcam and be willing to be on camera including participating on livestreams and other public facing events
Strong understanding of gaming communities, player behaviors, and live service ecosystems
Experience managing online communities across platforms such as Discord, Reddit, forums, and major social channels
Excellent written and verbal communication skills
Proven ability to analyze player sentiment and community data
Experience working cross-functionally with marketing, development, PR, and support teams
Familiarity with social listening, reporting, and community management tools
Ability to manage multiple priorities in fast-paced environments
Passion for gaming and deep understanding of gaming culture
Bachelor’s degree in Marketing, Communications, PR, or related field preferred
Willingness to travel, both domestic and international
Core Hours: 10am - 4pm Central Time, with an "on-call" element to this role

Preferences

Familiarity with content creation tools (visual assets, GIFs, memes, social content)
Crisis communication experience
Team leadership or mentorship experience
International community or localization collaboration experience (APAC highly preferred)

Reasonable Accommodation

KRAFTON Americas is committed to the full inclusion of all qualified individuals. As part of this commitment, the Company will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to apply for an open position, perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the HR Talent team at KRAFTON Americas, to begin the interactive process.

Senior Community Manager