Social Media Community Manager
About us:
Xcite Ventures Limited is a dynamic scale-up in the Social Gaming industry. We are all about building amazing entertainment products with the customer experience as the main priority. Our mission is to revolutionize online entertainment.
The role:
We’re looking for a Social Media & Community Manager to help grow our social presence, engage our online communities and create a great experience for our players.
You’ll work across Social Media, Marketing and Customer Support, managing our communities and content while keeping close to what our players are saying. A key part of the role will be building engagement across non-traditional channels such as Discord and Reddit, alongside our wider social media presence.
We’re looking for someone hands-on, creative and customer-focused, who understands social media culture and keeps up with the latest trends, particularly in the US market.
What you’ll be doing:
Influencer Outreach & Management
Research and identify relevant influencers and content creators aligned with our brand and audience.
Manage influencer outreach and build relationships with potential and existing partners.
Coordinate briefs, content requirements, approvals, timelines and deliverables.
Identify opportunities for both one-off campaigns and longer-term creator partnerships.
Content Creation & Social Media Planning
Own and manage the social media content calendar across relevant platforms.
Develop engaging content ideas, copy and creative concepts for campaigns, promotions, game releases and social trends.
Work closely with Design to create static, video and short-form social content.
Plan, schedule and publish content, adapting messaging and formats for different platforms.
Stay close to social media, gaming and US market trends and identify opportunities for reactive content.
Review content performance and use insights to improve future planning.
Social Media Management
Manage day-to-day engagement across our social media and community channels.
Respond to customer comments, messages and reviews in an empathetic and on-brand way.
Manage Discord and Reddit communities, including moderation, engagement, server upkeep and automation.
Monitor social conversations and identify trends, player sentiment and opportunities for engagement.
Customer Support Coordination
Act as the link between Social Media and Customer Support for player questions, complaints and feedback.
Escalate customer issues where needed and help ensure timely resolutions.
Support the development of FAQs and guidance for recurring social media enquiries.
Customer Experience Improvement
Gather insights from social conversations and community feedback to identify opportunities to improve the player experience.
Identify recurring issues and work with relevant teams on practical solutions.
Help improve response times and overall customer satisfaction across social channels.
Team Collaboration & Reporting
Work closely with Marketing, Customer Support, Design and other teams to ensure consistent communication and a smooth customer experience.
Share insights around customer behaviour, community sentiment and emerging trends.
Track social and community performance and provide regular updates and recommendations.
What we’re looking for:
3+ years of experience in Social Media or Community Management.
At least 1 year of hands-on experience managing communities on Discord and Reddit.
Experience across major social platforms including Instagram, Facebook, TikTok and Snapchat.
Strong written and verbal English communication skills.
Experience creating social content and managing content calendars.
Comfortable using social media management tools such as Buffer, Hootsuite or Sprout Social.
Experience with customer support platforms such as Zendesk or Intercom is a plus.
Experience working with creators and influencers is a plus.
Gaming, online entertainment or Social Casino experience would be an advantage.
Customer-focused, organised and comfortable working in a fast-paced, collaborative environment.
Curious and always up to date with the latest social media and community trends, particularly in the US market.