Valid points except one, let me add more to that in order to be comprehensive.
I've read through all of your post and it does make a lot of sense and it is accurate and I am not defending anyone here, I would even add more to your post on the 3rd party stuff that I hate with all my guts.
The CM regardless of who it is, seems like it has reduced impact or say on what actually gets patched/implemented and acts more like a middleman between the parent company and the players, to steer things in what she/he believes is the right direction.
I have no way of knowing how things are done, Gameforge is not actually a transparent company with open doors, the attributions of the people hired from the lowest to the highest tier are not disclosed and they themselves if non disclosure agreements are signed cannot talk about this under any circumstance, in case of the NDA even after they ceased to work with the company in my country the law stipulates that for 5 years after terminating the contract the NDA is still valid and you are subjected to the agreed contract, so even feedback from a former CM is not possible or within reach, even just for curiosity.
The staff may actually send a lot of feedback but the parent company may take preferential decisions on what to actually do further with the information provided, and the CM allegedly may only take decisions on shop item prices, team management, events, some basic level of infrastructure and so on.
The CM may actually just manage the staff and the community and that is it, nothing more, that's what I can gather or understand so it's no use in replying to everyone to a problem that by design you (as CM) cannot solve.
I worked as a foreman at a factory for a time, there sure, things are different, order and result, every time. Regardless of how many threads/complaints there are, with limited decision making you, me, everyone else playing has to take it as it is, community manager, staff, support team included, work with what you actually get sent.
I'm curious if they could that is, but it will never happen -see above-, what would they (the staff) actually change or complain about.