Community Growth Specialist

Position: Community Growth Operations Specialist

Location: Jakarta, Indonesia (on-site)

Experience: 2–4 years of relevant experience preferred

Language: Able to run local user operations in Bahasa Indonesia; working proficiency in Chinese is a plus

I. Role Overview

• Manage the WhatsApp user communities the company has built through offline gaming tournaments and promotional events. Through daily operations, user segmentation, campaign planning, and targeted outreach, drive higher user engagement, retention, top-up conversion, and repeat purchase rates.
• As the business grows, this role will also build a standardized community operations playbook and guide HGI partner agents in running their own user community activities, helping them increase end-user engagement and top-up sales.

II. Responsibilities

1. Daily Community Operations & User Engagement

• Run and maintain HGI’s official WhatsApp and other user communities day to day.
• Onboard new users acquired from offline tournaments and promotional events, including group onboarding, interaction, and ongoing engagement.
• Create daily and weekly community operation plans to boost participation and effective activity rates.
• Increase stickiness and retention through topic discussions, in-game challenges, community events, and similar activities.
• Collect player feedback, FAQs, and user needs to continuously improve the community experience.

2. User Growth & Top-up Conversion

• Segment users by behavior, activity level, top-up status, and VIP tier.
• Design strategies for new-user activation, first top-up, repeat purchases from existing users, and win-back of dormant users.
• Build differentiated user operation plans aligned with HGI’s game products and VIP program.
• Track community users’ top-up behavior and conversion funnel; analyze the key drivers of top-ups and repeat purchases.
• Increase long-term user value through well-designed activities and user service, rather than relying solely on large rewards to drive short-term top-ups.

3. Community Campaign Planning & Execution

• Independently plan and run weekly community activities such as quizzes, game challenges, points redemption, VIP-exclusive events, and mini tournaments.
• Own campaign rules, reward mechanics, promotional content, execution workflow, and budget.
• Collaborate with growth, design, product, and other business teams to bring campaigns to life.
• Track participation, user activity, top-up conversion, reward costs, and overall campaign performance.
• Continuously refine campaign mechanics based on data to improve ROI.

4. User Data Analysis & Performance Reviews

• Build and maintain core community user data and operations reports.
• Regularly track key metrics including community activity rate, new-user first top-up rate, retention rate, and repeat top-up rate.
• Use Excel for data compilation, analysis, and visualization.
• Produce daily operations data, weekly summaries, and monthly growth reviews.
• Identify user operation issues through data and propose actionable improvements.

5. Agent Community Enablement

• Turn proven methods from HGI’s directly operated communities into standardized SOPs.
• Create community activity templates, engagement plans, and top-up conversion workflows that agents can execute.
• Help agents set up or optimize their WhatsApp user communities.
• Provide agents with campaign execution guidance, operations training, and performance review support.

III. Requirements

• 2+ years of experience in internet, gaming, social entertainment, user growth, or community operations.
• Familiar with WhatsApp community operations; knowledge of Telegram and other community platforms.
• Hands-on experience independently managing user communities, planning online events, and increasing user engagement.
• Understanding of user lifecycle operations, including new-user activation, retention, paid conversion, and repeat purchase.
• Basic data analysis skills; proficient in Excel and similar tools.
• Strong skills in campaign planning, content organization, user communication, and project execution.
• Proactive and results-driven; able to independently create and drive operations plans.
• Able to work on-site in Jakarta, with the language skills needed to engage Indonesian local users.

IV. Preferred Qualifications

• Community operations experience in gaming, online entertainment, social apps, or digital goods.
• Experience managing gamer communities, VIP membership programs, or in-game top-up conversion.
• Proven success cases in WhatsApp private-traffic growth, paid conversion, or user win-back.
• Experience organizing gaming tournaments, online interactive events, or player community activities.
• Working proficiency in Chinese.
• Experience in agent training, channel community operations, or building operations SOPs.
• Able to share actual data and results from past operations projects.

V. Core Objectives

• Direct community growth: Own the user communities built through offline tournaments and promotions, increasing engagement, retention, first top-ups, and repeat conversion.
• Build a standardized operations system: Create a replicable community activity calendar, user segmentation strategy, top-up conversion workflow, data reports, and community operations SOP.
• Agent community enablement: Roll out mature operations methods to HGI partner agents, guide them in running community activities, and help improve their end-user top-ups and sales.

VI. Key Performance Indicators

• Community effective activity rate and number of active users
• New-user first top-up conversion rate
• Repeat purchase rate among paying users
• 7-day and 30-day user retention
• Community campaign participation rate and ROI
• Dormant user win-back and reactivation
• Effectiveness of agent community support and campaign execution