Player Outreach Manager

About DECA Games

We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see a fantastic set of problems to solve and a huge opportunity.  

DECA is a fully remote company with over 300 people in over 30 countries globally. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.

About our culture

We’ve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Team members are trusted to manage their time and get things done independently. We think that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team. Check out more about us and our values on our website (www.decagames.com).

This is a remote position. You can work from anywhere in the world, but we ask you have a 2 hour overlap with our Asia office at some point during the day (10: 00a.m ‒ 7 :00p.m. HKT (GMT+8)). In addition you might be required to have an overlap with the region in which you will serve.

About the role

We are looking for a Player Outreach Manager to join our DECA team and take care of and foster relationships with our highly engaged players. Helping to improve retention and engagement while providing essential feedback to our game teams.

Responsibilities

• Responsible for establishing and maintaining relationships with our highly engaged players. Ensuring the highest level of satisfaction.
• Maintain a good communication and information workflow between the highly engaged players and the operational game team. Ensuring both sides are informed of the latest news and feedback.
• Maintaining constant awareness of top player game status and reaching out when changes occur.
• Create plans for and send gifts and compensation for players.
• Handle issues and complaints from players with the utmost importance and speed.
• Have a good understanding of the game. Able to explain game info and features to the players.
• Be able to meet communication and other KPI set by individual game teams.
• Work with documents to track feedback, communication, and other aspects of your work.
• Work with discretion within the program.

Requirements

• 1-2 years of experience providing one on one customer care with players in the Videogame Industry.
• Desire and ability to serve some of our game’s highly engaged players.
• Able to handle multiple conversations and games at the same time.
• Not afraid to be proactive when reaching out to others, and recommending products and services.
• Great enthusiasm and passion for gaming.
• Ability to communicate with the players regarding the game content without cultural, technical, or language barriers.
• Native or close to native level of English.

Benefits

• Remote first company culture.
• Flexible work hours to support a personal work-life balance.
• Weekly remote Embodiment@Work breathing and workout exercises.
• Online language classes: English, German, French, Spanish etc.
• Working in a multicultural environment with people from over 30 different countries.
• Flat hierarchies with an open-door policy.