Frederic Arens Email & Phone Number

As a Chief Process Officer my responsibilities vary from one department to another, my global role is to ensure that all of the elements (personnel, tools, reports, procedures, communication) synchronize together to provide a fully functional servicing department. For over 6 years I have played an important role in the release of new projects, ranging from independent studios to AAA titles, with more than 40 successful game launches. Specialized in project and team management in the online gaming industry, I have been assisting developers and publishers to explore new markets, increase ROI, and improve existing procedures. A non-exhaustive list of responsibilities:-

Listed skills include Mmo, Online Gaming, Video Games, Community Management, and 13 others.

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  Global Player Engagement Director

  Keywords Studios

  Feb 2015 - Present - Tokyo, Japan

  Since I started in the online gaming industry 8 years ago, I had the chance to participate in the release of new projects, ranging from independent studios to AAA titles, with more than 130 successful game launches.As Customer Experience Director I ensure our clients receive the staff and expertise to:·Set up and maintain (24/7) channels for customer service requests such as web and mobile ticket systems, FAQs, knowledge bases, live chats, etc.·Set up and maintain (24/7) social channels for customer relationship and community management such as Facebook, Twitter, Weibo or VK.·Design a communication strategy that focuses on the creation of quality content on social media, in forums, blogs, or on news pages with the goal to engage and develop communities by actively addressing player concerns and encouraging user content creation·Integrate the most appropriate CRM and reporting solutions·Increase CSAT and LTIV by analyzing KPIs and player behaviour ·Develop relationships with VIP users to increase loyalty and reactivation.As Studio Manager I am in charge of:·Establishing a clear communication flow between all departments and a growth strategy.·Leading, motivating and organizing all Customer Experience staff (a team of more than 300 employees and freelancers currently covering a total of 36 languages)·Controlling and improving the service line quality by building strategic partnerships and exploring new markets and technologies·P&L reviewing and annual/monthly budget/headcount forecasting.·New facilities preparation and opening.