Player Engagement, Team Lead

Job Description

Job Description
As a Team Lead within the Player Engagement team, you will report directly to the Associate Director and act as a leader of our one-to-many support strategy across social and owned platforms. You will guide a team of specialists, ensuring high-quality service delivery, performance management, and strategic alignment with ITIL 4 practices.
You will also play a key role in overseeing our social content strategy, enabling the creation of player-facing content including support posts, guides, and proactive updates that help close the communication loop with our players.
The role requires strong collaboration across multiple teams, including QA to ensure service quality, and our Vendor Management team, ensuring that our Tier 1 strategy is aligned with our strategic goals. You will serve as a key stakeholder liaison, platform/process owner, and player-first advocate, helping to embed player-centricity across our services.
Mission
To lead, inspire, and empower a team of specialists to deliver an impactful, high-quality, player experience. Our team exists to turn players into partners, identifying and prioritising key issues, enabling their resolution through collaboration with internal teams, and owning the communication loop back to players with clarity and empathy. The team has a clear focus to deliver on agreed services and priorities, with quality, speed and proactivity.
As Team Lead, you will:
• Champion our 'players as partners' mission and embed it into team delivery.
• Bring industry knowledge and leadership on best practices and emerging platforms in proactive support, social engagement, and player-focused service delivery, helping to shape and evolve our future strategy.
• Shape and drive our overall team strategy in the one to many support space, driving the maturation of our team strategy in line with ITIL 4 practices.
• Manage team performance, development, wellbeing, and service contribution (OKRs, 121s, coaching).
• Lead the delivery of our social content strategy - overseeing content creation that supports, informs, and engages players.
• Act as the point of contact for platforms and processes used across our support space.
• Lead weekly planning, scheduling, and delivery of team activities.
• Maintain strong working relationships with stakeholders across the CRC, production, and the wider business.
• Drive integration and co-creation of value with Ubisoft teams to support the health and evolution of our products and services.
Qualifications

Skills and Experience
• Proven leadership experience, with a focus on coaching, mentoring, and developing high-performing teams.
• Experience in customer or player support, including live service environments.
• Strong understanding of social platforms, content creation workflows, and proactive communication strategies.
• Demonstrated ability to lead or contribute to content and messaging strategies, including creation of support posts and guides.
• Strong collaboration to ensure consistent service delivery for key stakeholders.
• Familiarity with ITIL 4 practices and service management principles (desirable, but not essential).
• Excellent stakeholder communication and relationship-building skills.
• Strong organisation, scheduling, and delivery planning capabilities.
• Passion for games, players, and community-focused service delivery.

Jobcode: Reference SBJ-o11682-216-73-216-71-42 in your application.