Player Engagement Manager

Please note this vacancy is open to candidates worldwide and is not limited US but within our global footprint.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

The Player Engagement Manager is the primary contact point for all Player Engagement Business activities. Reporting directly to the Customer Service Director, the Player Engagement Manager will work closely with other Player Engagement Managers and PE Region Heads.

Main responsibilities include facilitating business development initiatives, overseeing departmental operations, and maintaining relationships with key clients worldwide. The Player Engagement Manager will consistently meet or exceed client expectations by ensuring exceptional service, quality, and cost efficiency of the Player Engagement department while meeting or exceeding the Company’s financial goals for the department.

Responsibilities:

• Fulfills the roles and responsibilities of a Player Engagement Manager, with Senior Operations Managers and Operations Managers reporting directly. These include but are not limited to; ensuring profitability and effective management of assigned operations that contribute to client acquisition, satisfaction, and retention by meeting client-specified KPI's and targets; maintaining company-set staffing ratios to ensure smooth business operations.
• Upholds and enforces company policies in relation to the business, drives adherence to these policies, conducts performance planning/appraisal/feedback activities, and ensures proper documentation of such activities.
• Holds P&L responsibility for all clients managed and supported, including those overseen by direct reports.
• May provide strategic direction and guidance to all clients and businesses in terms of growth, process improvements, efficiencies, enhanced profitability, or possible new business opportunities. Ensures alignment with the overall business strategy of the Service Line/overall organization.
• Maintains effective working relations with external clients, serving as the primary interface. Translates client requirements into action plans and establishes open and honest communication regarding all aspects of the performance. Proactively anticipates and acts on client needs.

• Participates in the budgeting process and adheres to the established budget. Manages costs and expenditures efficiently and wisely within budgeted guidelines, and actively monitors expenses incurred.
• Maintains a high level of team morale and productivity. Ensures that each team member, including Senior Operations Managers and Operations Managers, are leading by example in accordance with the Keywords Leadership Principles, vision, mission, values, and competencies. Provides direction, mentoring, coaching, and counseling as necessary and appropriate.

Competencies:

• Demonstrated leadership and management abilities with a track record of leading and mentoring teams.
• Solid understanding of the Player Support industry including operational metrics, processes, and best practices.
• Excellent communication abilities, both verbal and written, for effective interaction with clients and team members at all levels.
• Capacity for strategic thinking and problem-solving with an ability to develop innovative solutions to complex challenges.
• Strong financial acumen, with experience in P&L management, budget creation, and cost control.

• Proven ability to establish and maintain effective client relationships, anticipate client needs, and ensure client satisfaction.
• Exceptional organizational and multitasking abilities, with strong emphasis on project management and handling multiple priorities simultaneously.
• Adaptability to change and ability to navigate uncertainty while maintaining a focus on the team and clients' needs.
• Proficiency in data analytics, with a keen ability to interpret complex data and use insights to inform decision-making and strategy.
• Advanced knowledge of Excel for efficient data processing, analysis, and reporting.

• Expertise in using CRM systems for efficient client relationship management.
• Familiarity with automation tools and concepts to enhance productivity and operational efficiency.

Qualifications/Experience:

• Minimum of 5 years of experience in Player Engagement operations.
• Experience in a senior role (head or senior operations) customer service or BPO operations
• Degree in Business Administration, Management, or a related field is preferred.