The Community Coordinator is responsible for interacting with the greater community focused around Guild Wars® and Guild Wars 2™. The goal is to attract customers, then keep them engaged and active in the game. Initially, this job will require frequent visits to ArenaNet® in Bellevue, WA, USA, and eventual relocation to be on-site at the studio.
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 stay engaged with the game.
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 email as required
Attend NCsoft events in person as required and interact with customers
Encourage community members to create fansites, assist in fansite creation as necessary and appropriate, and encourage fans to keep their existing fansites updated
Maintain contacts with established fansites to keep them active and informed
Come up with exciting new ideas for how to interact with the community
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, individually and collectively
Schedule developer participation in community chats, events, and interviews
Coach developers in message board etiquette as required
Devise new methods of developer interaction with community (e.g., blogs, podcasts)
5.Create and execute competitions for [game]
Devise competition rules, research terms and conditions, and write required content for promotions
Acquire 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:
Be a French native speaker and fluent in English
A dedicated gamer, knowledge of MMOs and specifically Guild Wars a plus
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
Come up with creative new ways of engaging the community
