The Community Coordinator is responsible for interacting with the community focused around NCsoft games. His ultimate aim is to attract as many potential customers as possible, then keep them interested and playing games to maximise potential revenue but also to make sure to provide NCsoft developers (The Community Manager and the Game Producers) daily (or weekly) feedback on fans’ needs and expectations.

Using an in-depth understanding of games, gamers, online communities, and the global strategy (developed by the developer or the community Manager), the Community Coordinator develops compelling yet subtle messaging 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.

The coordinator is also responsible to interact with users on our official forums and making sure those forums are in a good shape in order to welcome our players.

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 Contribution Areas

1.    Forum Moderation

·          Read and answer post on NCsoft Forum

·          Monitor official and unofficial forums (fansite) to gauge mood, demands and general feelings of community

·         Answer community on fansite forums

·         Create relationship with fansite / or mmo portal site owners

2.    Community reporting

·          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.

3.    Liaise between community and developers (community manager or game producer)

·          Implement the global communication strategy

·          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

·          Devise new methods of developer interaction with community (social web)

4.    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

5.    Community interaction

·          Moderate and maintain any European forums created for assigned game

·          Answer customer queries on official websites, via Private Messages and or via email if required

·          Attend NCsoft events in person as required and interact with customers

·          Encourage community creativity in appropriate way

·          Maintain contacts with established fansites to keep them updated

6.    Create and execute competitions for NCsoft Games

·          Devise competition rules, research terms and conditions, and write required content for promotions

7.    Establish and maintain regular communications with NCsoft staff

·          Report regularly to the Brand Manager, the Community Manager and the Game Producers

·          Liaise with other Community Coordinators regarding coordination of activities

·          Liaise with other departments (Marketing, Sales, Billing, Customer Support) as required

Key Capabilities

A successful performer in this role will:

·          Write clear, compelling messages that encourage customers to buy

·          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

·          Think “outside the box” to come up with innovative approaches and solutions