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French Community Coordinator Location: Bellevue Description The Community Coordinator is responsible for interacting with the greater community focused around their assigned game. Their ultimate aim is to attract as many potential customers as possible, then keep them interested and playing games to maximise potential revenue. Using an in-depth understanding of games, gamers and online communities, the Community Coordinator develops compelling yet subtle messaging strategies and community initiatives that provide customers with incentives to buy or keep subscribed. The content, tone and uniformity of this messaging is instrumental in keeping the end-user customer engaged, and in maximising revenue on existing and future NCsoft games. Success in this role relies on a sound understanding of customer behaviour combined with an ability to develop creative, innovative and compelling messaging. In-depth knowledge of the gaming industry and experience in dealing with online communities are key success factors in this job. Key Contributions: 1. Content creation · Create/edit content for assigned game websites in the form of promotional text, instructional / help text, background information and any other text as required · Assist in scheduling content for game, with Content Editor and other departments 2. Community interaction · Moderate and maintain any European forums created for assigned game · Answer customer queries on official websites, via Private Messages and via email if required · Attend NCsoft events in person as required and interact with customers · Encourage community members to create fansites, assist in their creation as necessary and appropriate, and encourage them to keep updated · Maintain contacts with established fansites to keep them active and informed 3. Community reporting · Monitor forums to gauge mood, demands and general feelings of community · Prepare regular community reports to be distributed to internal contacts as required · Keep track of community statistics such as board message counts, board trends, registered members, etc. 4. Liaise between community and developers · Gather specific and general feedback from community · Direct game feedback to game developers, collectively and to individuals · Schedule developer participation in community chats, events, and interviews · Coach developers in message board etiquette if required · Devise new methods of developer interaction with community (eg blogs, podcasts) 5. Create and execute competitions for [game] · Devise competition rules, research terms and conditions, and write required content for promotions · Source prizes, communicate with prize winners and ensure prize delivery 6. Establish and maintain regular communications with NCsoft staff · Report regularly to Community Team Lead and Community Supervisor · Liaise with other Community Coordinators regarding coordination of activities · Liaise with other departments (Marketing, Sales, Billing, Customer Support) as required Liaise with NCsoft West staff as required Key Capabilities: A successful performer in this role will: · Cut through complexity to create clear, simple messages for the end-user gaming community · Combine knowledge of gaming, gamers and communities with creativity and flair to provide information and service in ways that increase customer loyalty and revenue · Manage multiple tasks and projects, switching focus and priorities “on the fly” to respond to business needs · Manage change and ambiguity without losing focus · Put forward suggestions and opinions that encourage open debate and lead to acceptance and agreement · Make effective decisions based on a clear understanding of the associated business implications · Look for new ways to solve problems and evaluate alternative solutions to identify potential risks/opportunities · Argue a point or position, clearly articulating the reasoning process involved in the selection of a particular course of action · Think “outside the box” to come up with innovative approaches and solutions |
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