Senior Community Manager

Eleventh Hour Games; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Eleventh Hour Games is seeking a Senior Community Manager to lead and grow the global player community for our ARPG title. You will partner with development, marketing, PR, and support teams to foster meaningful player relationships and drive engagement across Discord, Reddit, forums, and social channels.

You will monitor sentiment, deliver actionable insights, and manage live service communications while building safe, inclusive spaces and coordinating with influencers and moderators.

Qualifications

• 5+ years of experience in community management, social media, or related fields in gaming or digital entertainment.
• Must have in-depth knowledge of Last Epoch and ARPGs
• webcam presence and willingness to be on camera including livestreams and public events
• Strong understanding of gaming communities and live service ecosystems
• Experience managing online communities across Discord, Reddit, forums, and major social channels
• Excellent written and verbal communication skills
• Ability to analyze player sentiment and community data
• Experience cross-functional work 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 preferred in related field

Responsibilities

• Develop and execute community engagement strategies to grow global player communities across Discord, Reddit, forums, social media, and other channels
• Manage community presence through direct-to-player communications, content creation, announcements, campaigns, and social activations
• Synthesize player sentiment and trends into actionable insights for development, marketing, and leadership
• Partner with cross-functional teams to align messaging and support campaigns
• Foster inclusive, safe spaces and empower community leaders and influencers
• Monitor player feedback, bugs, outages, and crises; provide clear communications
• Develop systems to gather feedback via social listening, surveys, Q&As, and events
• Track and report on growth, engagement, sentiment, and campaign performance with data-driven recommendations
• Plan and evaluate events, activations, livestreams, and campaigns to boost engagement and loyalty
• Collaborate with creative, video, and marketing to produce engaging assets for players
• Identify opportunities to amplify conversations and align with industry trends
• Support live service communications for updates and roadmaps
• Build relationships with key community voices and brand advocates
• Provide mentorship or oversight for moderators and junior team members
• Continuously refine strategies, tools, and processes to meet player needs

Skills

Community management

Social media

Livestreams

Communication skills

Data analysis

Cross-functional collaboration

Social listening

Time management

Gaming culture

Public speaking

Education

Bachelor’s degree in Marketing, Communications, PR, or related field

Tools

Social listening tools

Job description

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.