Electronic Arts

Job Description

The Community Engagement Manager will lead key efforts for The Sims Community, focusing on facilitating feedback and interactions between players and the development team. This includes managing our player councils with the game team, player feedback about technical issues, and  in-game collaborations.. Core capabilities include direct player engagement, community messaging and content development, strategic community insights and feedback gathering, as well as internal and external collaboration.  As an integral part of The Sims Community team, this role will help execute on community-minded  strategies, monitor the community’s response to important moments, and directly engage with Simmers around the world!

Responsibilities:

• SimsDirect:  Manage the SimsDirect channels across X and Discord, to provide players with a timely updates on a range of issues impacting The Sims 4

  • Analyze top community concerns via a range of methods 

  • Advocate for where we need to be more transparent 

  • Draft comms and get approvals cross-functionally to go live with accurate information 

  • Post communications and monitor responses

  • Respond to player questions 

• Live Ops: Work closely with supporting teams (EA Forums player support, live operations,  testing teams, etc.) on launches, technical issues, and updates

  • Lead efforts to publish our player facing blog, Laundry List

  • Provide feedback on Patch Notes 

  • Monitor what issues are causing the most negative sentiment

  • Collaborate with development teams to relay player insights and ensure they are considered in product updates

• Top Community Concerns: 

  • Use various tools to effectively measure which issues are causing the most pain in the community

  • Maintain a top Community Reported Issue list

  • Escalate and advocate issues that need to be addressed on a specific timeframe

  • Consider how launches may change what issues are most painful 

• Community Insights & Reporting: Regularly report key findings from player feedback to stakeholders and provide actionable recommendations

  • Analyze community data using sentiment analysis tools

  • Be able to distinguish between positive, negative, and neutral topics

  • Include callouts to action items, with follow-up to ensure completion 

• Community Collaborations: Coordinate collaborative events where players can contribute ideas or content directly to the game

  • Act as a liaison between players and developers to ensure smooth communication and collaboration 

  • Work with cross-functional teams to integrate player-generated content and ideas into the game

  • Promote transparency around development processes to encourage player involvement and trust

  • Recognize and showcase successful player-studio collaborations through community spotlights and updates

• Player Councils: Manage a cohort of influential players who provide feedback directly to the team throughout development of launches and updates

  • Ensure a positive experience for both players and developers, using regular surveys

  • Execute logistics, such as contracts, NDAs, and payment

  • Manage communications and engagement calendar 

  • Review and expand council as needed for diverse representation 

  • Identify moments that may require updated messaging for councils 

• Operations: Keep track of best practices in documentation and identify gaps in existing processes.

Skills & Abilities

• Proficiency with communication strategies for social media, community platforms, and analytics

• Familiarity with collaborating with multiple stakeholders in a global environment

• Knowledge of brand communications best practices and technical writing

• Strong familiarity with The Sims, game modes, player motivations, and needs

• Proficient in written communication for diverse, international audiences 

• Experience managing interactions with diplomacy and tact; skilled in conflict management

• Comfort with ambiguity and highly adaptive in challenging environments

• Strong planning, organizational, and task/project management abilities

• Experience with community engagement tools and software

• Ability to analyze player feedback and data to derive actionable insights

• Strong interpersonal skills for building relationships with players and stakeholders

• Creative problem-solving abilities to address community challenges

Qualifications 

• Bachelor’s degree in communications, marketing, or related field, or equivalent work experience

• Minimum of 2-3 years of experience in Player Engagement, Community Management, Social Media Management, or other related fields

• Minimum of 2-3 years of experience with direct interactions with a player community

• High quality writing skills with global audiences in mind 

• Comfort with ambiguity and highly adaptive in challenging environments with multiple clients

• Strong planning, organizational, and task/project management abilities

• Familiar with collaborating in a global environment

• Experience with social listening tools 

Pluses

• Degrees in communication, marketing, or related field

• Project management training, certifications, and experience

• A passionate gamer with ample experience and strong understanding/passion for The Sims franchise, including The Sims 4

• Experience working with technical teams 

• Approach goals with outside-the-box creativity