Community Manager

  • Sports Interactive
  • 19 May, 2023
Full time Community Customer Service Leadership & Management

Job Description

Founded in 1994, Sports Interactive (‘SI’) became a wholly owned subsidiary of SEGA Europe in 2006. Based at the Here East technology hub in Stratford, East London, the SI team continues to expand as we bring our titles to an ever-growing audience across an increasing variety of platforms. 

To support our growth, we welcome the opportunity to connect with passionate people with the drive to match our ambitions and initiative to realise your individual potential. 

The Community Manager is responsible for nurturing the growing player communities around our games. As a true Football Manager fanatic, with deep knowledge of our game and its existing community, you will be a go-to product expert with a deep understanding of our games and the market.

Managing a growing, progressive team, your focus is player experience, which involves managing our community forums, analysing player sentiment, and orchestrating customer support across various channels and touchpoints, internally and externally. You will have experience using tools that track these behaviours, and you will create plans for communicating with players, helping enhance their gaming experience in-game and out.  

Key Responsibilities:

  • Build a deep working knowledge of our games, features, systems, and roadmaps.  
  • Manage year-round community support across all SI (Sports Interactive) titles in collaboration with SEGA support, coordinating the monitoring and response to queries on all owned support channels including, but not limited to, SI forums, Steam forums, platform/store pages and social media.
  • Work with the Senior CRM Manager and SEGA support to enhance customer support channels and infrastructure. 
  • Lead and develop the internal support team, providing guidance and mentorship, as well as development plans and frameworks to enable efficient ways of working. 
  • Manage the extended network of Community Managers in territory and direct the external moderating team. 
  • Manage the Alpha/Beta Testing processes for all titles, identifying suitable testers, compiling build notes, and managing the participant process.  
  • Foster a positive, constructive, and communicative community of players, creating a feedback loop between those playing and making the game. 
  • Leverage understanding of player perspective to influence product changes where relevant.  
  • Work closely with the wider studio teams (marketing & comms, development, production, design, QA, and research) to report on hot community topics, sharing key information and KPIs where relevant. 
  • Support with the creation of retention-focused content and initiatives, using product knowledge and in-house resources to help generate written and/or video content, for use on owned channels, SEGA support or third-party partners.  
  • Manage the system to review, log and design feature ideas suggested within the community. 
  • Monitor industry trends to keep on top of the latest technologies and techniques, enabling the studio to continue to provide the highest level of service and support.  
  • Actively engage with studios across the SEGA pillars to build expertise and ensure SI’s community offering is best-in-class.  
  • Deliver valuable customer and business insights through research and regular reporting of community behaviours, issues, and opportunities. 
  • Handle GDPR deletion and information requests. 

Key Requirements:

  • Demonstrable experience leading a team in a community / customer support environment. 
  • Strong understanding of gaming trends across platforms including PC/Mac, mobile, console and online gaming (including GaaS and F2P) with experience working within those fields desirable. 
  • Excellent communication skills and high standard of written English. 
  • High knowledge of Football Manager, a love of football and an affinity with FM fans. 
  • High-level of emotional intelligence, strong empathy for customer problems, and the necessary patience to manage frustrations and concerns. 
  • Experience creating and onboarding new strategies, software / integrations, and processes. 

Benefits of Working at Sports Interactive:

  • A flexible working policy to best suit you and your team. 🏠 
  • Subsidised mental health, therapy and coaching sessions are available. 😌  
  • Contributory Pension Scheme (up to 7% of annual salary). 🏦 
  • Free onsite evening bar in the Sports Interactive London HQ. 🍹 
  • A well-stocked breakfast bar with cereals, fruits, teas, and coffees. 🥣 
  • Regular events in collaboration with our partnered football clubs. 🏟️ 
  • Access to our on-site physical and massage therapist services. 💆 
  • Multiple clubs and societies to join e.g., book club and art workshops. 🫶 
  • Free access to games released under the SEGA Europe umbrella. 🕹️ 
  • A range of Gym Membership options through our Benefits partners. 🏋️ 
  • Fully Subsidised Healthcare and Dental Plans. 🦷 
  • Free Travel Insurance for yourself and your family. ✈️ 
  • A personalized football shirt upon passing probation. 👕 

What is it like to work here?

We approach everything with passion, whether that is making our mark on the gaming and football industries or doing our bit for the world around us. We want to share that outlook with everyone who shows up to work here each day.  

For us, talent wins games, but teamwork wins titles. Collaboration is the key to constantly topping our best. We believe everyone matters, no matter which part of the business you are in, so we encourage and support our people in driving your own growth and realising your full potential. But, more than anything else, we are a team. A team with a down-to-earth dynamic, that has a lot of fun doing what we do. 

And whether that’s technical tweaks or fine-tuning our creative process, everything is geared at producing the best game possible for our players. To do that, we need to be tenacious and move quickly, and not be afraid of switching things up. It is these principles that have enabled us to produce a game that has defined year after year, and that will continue to push us for many more to come.  

Our flexible working culture gives you the opportunity to optimise your workload, with in-office, hybrid, and remote working options dependent on role. So, if you want a work/life balance, we are behind you. Because while we live to create extraordinary games, we know that is not all you have got going on. You can trust that we always keep things in perspective, fostering an environment where work can be more than just a job

We’re also a London Living Wage employer, boast one of the lowest staff turnover rates in the industry and are proud to have won the ‘Best Places to Work’ award by in their Environmental category in 2022. 


We are proud to be an equal opportunities employer and encourage applications from any relevant candidate irrespective of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion, or belief.  

SI is proudly a Disability Confident Committed employer, and we are dedicated to ensuring our recruitment process is inclusive and accessible. Our studio has disabled access and facilities but please ensure you advise us if you require any other reasonable adjustments to be made to support you during the recruitment process.