Senior Community Manager

Company name: Kabam Games, Inc.

Business Address: 733 Seymour Street, Unit 800, Vancouver, BC

Job type: Full-time, Permanent

Work Location: Vancouver, BC

Wage Range: $130,000 - $154,000 CAD

Language of Work: English

Contact Info: [email protected]

Primary Purpose

At Kabam, we’re constantly raising the bar of excellence in free-to-play gaming. We hire for passion and diversity so that we can triumph in our collective skill. Our teams are made up of a fusion of personalities and interests bound together by a collaborative nature, fun-loving culture, and a drive to do what it takes to make great games. And this is where you come in…

Reporting to the Lead Community Manager, the Senior Community Manager will be one of the voices and faces of our flagship game Marvel Contest of Champions. They will be responsible for fostering a positive and open environment for players to discuss the game they love in a constructive manner. They’ll also be required to facilitate engaging discussions, events and actively manage the communications and reply side of our social media channels and community platforms. This role is essential in building strong player relationships, boosting player retention, and driving brand loyalty amongst the MCOC player community. Additionally, they will help manage and nurture the relationships built with our volunteer moderators and content creators. Internally, the Community Manager functions as a bridge between the developers and marketing teams to help bolster cooperation and efficiency.

This role is a full-time, on-site position based 5 days a week at our Downtown Vancouver studio.

In this role, you can expect to:

Key Accountabilities

Content Creation:

• Create Communication Schedules and maintain a Communications calendar for all outgoing player-facing content.
• Live streaming strategy, plans and execution.
• Voice/On Camera Talent / Livestream Host.
• Oversee and produce featured Champion/content production and execution.
• Deep Dives / New Mode Breakdown / Key Features.
• Social Media Team Support.
• Community/Social/Brand consult for game-side relevance and accuracy.
• Education Content Development.
• Product Expert - Monthly product release support for marketing.
• Game Team & Marketing Liaison / Consult.

Player Engagement and Forum Moderation:

• Maintain and continually update/improve official Forums and Discord experience for players by reviewing and replacing bots and additions to the platform as necessary.
• Engage with Community channel members by responding to discussions, meeting defined engagement goals and metrics, and answering player questions.
• Host monthly follow ups for Players, keeping them informed about the latest developments and improvements.
• Review Discord/Forum posts and take action or provide guidance on moderation according to guidelines and community team processes.
• Directly gather feedback and provide insight into upcoming content from our player community, advocating for their interests and needs internally.
• Observe social channels and provide guidance on replies and posting strategy.
• Oversee and Contribute to Community Giveaway and Engagement events.

VIP and Content Creator Relations:

• Maintain relationships with a group of VIPs and Content Creators, providing them with information and programs to enhance their content creation for our players.
• Collaborate with teams of creatives and designers to help create Dev Diaries, short-form video content, live streams, AMAs, and more to engage the player community.
• Maintain Content Creator Program and provide assets, materials, and workshops to enhance creator output and creativity.
• Assist management of Creator Code program, maintenance, and growth.

Tracking and Reporting:

• Monitor community channels for Bug Reports, ensure proper logging, and keep players informed about bug-fixing progress.
• Update and maintain player facing bug board.
• Collaborate with other members of the Community team to send weekly sentiment and feedback reports to the Dev and leadership Teams, driving improvements in the game and cross-departmental visibility.
• Communicate cross-department to relay and gain guidance from publishing and development teams.

Cross-functional Collaboration:

• Collaborate with internal social, community and brand teams to create compelling communications that resonate with our players, maintaining our brand identity and aligning with the business and campaign goals.
• Inform Cross-Functional teams on details of major events and/or additions to MCOC and any other relevant titles.
• Communicate and collaborate with the rest of the community team, identify potential game issues reported by players, and follow up on reported issue status internally and externally with our development/publishing teams.
• Attend cross-department meetings to provide feedback on upcoming campaigns, in-game content and features, ensuring player preferences are considered.
• Collaborate with Customer Support teams to ensure a seamless player experience and assist in resolving player issues.

Dev / Game Team:

• Consulting / Contributing ( Beyond Community ) Ex. Live Ops, Live Game, Economy design.
• Player Experience QA.
• Provide additional proactive lens from players perspective on upcoming modes, offers, and events.
• Additional check on launch readiness on modes, events, crystal pools, tags, and miscellaneous items.
• Provide reporting and analysis on experience and findings.

Special Projects:

• Take ownership of special project tasks and responsibilities, collaborating with leadership to set priorities.

To be successful in this role, your background includes:

Education, Language, and Key Qualifications

Qualifications & Experience:

• Bachelor's degree in business, marketing or arts.
• A minimum of 5+ years of experience in Marvel Contest of Champions.
• Subject Matter expert for Marvel Contest of Champions, this includes achieving masters experience in alliance war, celestial experience in Battlegrounds and Elder progression level.
• 5+ years of experience working with external consumers and internal development teams to bridge product gaps and translate community insights into an actionable game development plan.
• Advanced capture, video editing and on camera experience is required.
• Written and verbal communication skills (Internal and External). The CM will be a nexus of communication for internal teams and our players.
• At least 2+ years experience creating and publishing content for Marvel Contest of Champions.
• At least 3+ years experience running and operating gaming specific social media channels including but not limited to YouTube, Instagram, TikTok or others social media platforms.
• Knowledge of Discord management and development.

Our success is due to the hard work of our people. We share our success with our people through flexible benefits and reward programs, sweet swag, snacks, and more. Here’s a look at some of the support we provide our people:

• Extended Health Coverage: effective day one, no waiting period! Our benefits cover health, dental, life, disability, and extended paramedical services such as vision care, mental health practitioners, massage, physiotherapy, acupuncture, and much more.
• DEIB Benefits: DEIB is important to us and to our people - that’s why our benefits include gender-affirming care, fertility care, and other hormonal treatments and drugs.
• Flexible Spending Accounts: our benefits are built on a flex credit model, so you’re able to choose the coverage levels that are right for you, and allocate the rest to a group RRSP/TFSA, Health Spending account, and/or Personal Spending Account.
• RRSP Matching: everyone retires eventually, and we help our people save for their futures with a contribution matching program once you reach 90 days with us.
• Commuter Benefit: we believe in the power of in-person collaboration, and want to support you in making it work for you! We provide a flexible, monthly cash allowance to help cover the costs of transit, parking, or even personal logistics like childcare and pet care.
• PTO and Parental Leave: we offer paid parental leave, flexible paid time off, paid time off for volunteering, sick leave, and holiday closures.
• Employee and Family Assistance Program: this program provides crisis management support, immediate mental health care, and generalized support for emotional, mental, and financial well-being.
• Telus Virtual Health: we provide increased access to remote healthcare providers for prescription refills or referrals from the comfort of your home.
• Learning and growth: We encourage people to grow both personally and professionally, and support this through regular lunch & learns and an education stipend.
• Pay transparency: We share with employees the pay range their role falls within and clear career maps to determine how they can grow within their role or level-up to a promotion.
• Cool spaces: Our offices are in Vancouver, Montreal, Los Angeles, and San Francisco. Whether it’s summers on the rooftop patio in Downtown Vancouver, or watching the fireworks in Montreal’s South Shore - we want our people to feel like their time spent in office is worthwhile!
• Giving back: Kabammers have a dedicated paid day off every year to volunteer to a cause close to their hearts. Some teams even band together for group volunteer days off-site!

Excited by this opportunity? Kabam is dedicated to growing our diverse and inclusive workforce, so if your past experience doesn’t perfectly match the listed requirements we encourage you to apply anyways - you could be a great fit for this or other positions.

We invite you to apply now and start the conversation with us. Together, we can create and support some of the best games ever made and entertain the world!

About Kabam

Kabam is a world leader in developing entertaining, immersive, and highly social multiplayer games, bringing high-quality graphics, next-generation technology, and revolutionary gameplay to players around the world.

Kabam’s games, Marvel Contest of Champions, Shop Titans, and more have generated hundreds of millions of downloads and have received multiple awards including Apple’s Editor’s Choice and Google Play’s Best Game of the Year.

Founded in 2006, Kabam has studios and offices in Vancouver & Montreal in Canada, and Los Angeles & San Francisco in the United States. Kabam is a wholly-owned subsidiary of Netmarble Games.

Kabam is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.