Senior Community Manager

Eleventh Hour Games is a fast growing studio, focused on a passion for top-down action RPGs. We value open communication, close-knit teamwork, and opportunity for ownership and growth! Our mission is to gather and empower the next generation of creators to forge extraordinary games. Extraordinary games build passionate communities, which create passionate people. Passionate people turn into next year's creators. With our breakout title Last Epoch, we are moving fast into the next round of adventure!

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

Our Core Hours are 10am - 4pm Central Time, however there is 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.

EEOC statement

KRAFTON Americas provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.

Due to recent scams, our recruiters will only reach out to you via @sds.com, @krafton.com, @unknownworlds.com or @pubg.com. If you received an email and are unsure you can always email recruiting_ka@krafton.com.