Experience

TT Games Ltd

• United Kingdom
• Entertainment Providers
• 100 - 200 Employee

• Community Manager

  • Apr 2023 - Present



Standing on Giants

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Head of Community

  • Dec 2022 - Feb 2023

  - Create and implement community management strategy. - Create and drive community strategy - Monitor and analyse community performance to ensure agreed KPIs are being met and send regular quantitative and qualitative reports on the community’s progress to the Client - Line-manage 3 Senior Community anagers and a Community Administrator, supporting them with their teams (total of 12 CMs) and coordinating community-wide initiatives. - Inspire community members to engage and create content, ultimately supporting the business to thrive by providing insights gained from the community on a regular basis. - Act as an advocate of the brand in the community, as well as an advocate of the community within the brand, engage in dialogues with members and answer questions where appropriate, providing a superior quality of customer service and support to the community - Deal and communicate with community members during crises, unstable or abusive behaviour applying SoG’s methodology for member education Show less



Unity

• United States
• Software Development
• 700 & Above Employee

• Senior Community Manager

  • Jan 2022 - Aug 2022

  - Manage Unity Learn Pathway comments section, groups and forums. - Monitor and drive conversation on pathway platforms. - Create and drive community strategy - Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community. - Identify and engage with high value customers, rewarding valuable players for spending time and helping the community. - Work with product marketing manager to develop, update, and execute community engagement calendar. - Support product marketing to execute cross-promotions across channels. - Deliver regular community updates to the business, informing of community sentiment and user focused campaign performance. - Provide qualitative and quantitative feedback based on A/B testing, consumer insights through online surveys, and close monitoring of community channels. - Regular reports on regarding qualitative and quantative information regarding current sentiment of the community. - Assist content team and dev team with improvements to Unity Learn Show less



Ubisoft

• France
• Computer Games
• 700 & Above Employee

• Community Manager

  • Dec 2018 - Jan 2022

  • Manage Ubisoft forums by building their structure, overseeing moderation, publishing regularly some content.• Monitor and drive conversation on all Social Media, in particular Facebook, Twitter, and YouTube.• Publish and potentially create content on our brand websites• Create compelling marketing communications to acquire, engage, and excite game fans.• Design and deploy in-game community management features (i.e. mobile optimized forums, FAQs, tips & tricks).• Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community.• Identify and engage with high value customers, rewarding valuable players for spending time in the game/community.• Work with product marketing manager and game team to develop, update, and execute community engagement calendar.• Support product marketing to execute cross-promotions across games and channels.• Deliver regular community updates to the business, informing of community sentiment and player focused campaign performance.• Provide qualitative and quantitative feedback based on A/B testing, consumer insights through online surveys, and close monitoring of community channels.• Demo products at various tradeshows and press events if necessary.• To support the wider CRC team as and when required Show less

• Community Representative

  • Jun 2017 - Dec 2018

  Community Representative (Regional Community Management)• Manage the local Ubisoft forums by building their structure, overseeing moderation, publishing content regularly.• Support community developers and community managers delivering their strategy at regional level.• Monitor and drive conversation on all Social Media, in particular Facebook, Twitter, Twitch and YouTube. Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community.• Gather, analyze and present relevant feedback from the community and compile that information in Reports• Demo products at various tradeshows.• Handle localizations and proofreading with high quality standards.• Support the wider CRC team as and when required. Show less

• Mobile Games Lead

  • May 2015 - Jun 2017

  - Reporting and main point of contact regarding Mobile games, - Escalations point for mobile games- Training advisor's on mobile game processes. - Creating and implementing processes- Maintaining and managing Mobile queues and SLA's- Contact point for Ubisoft mobile game developers and mobile teams within the EMEA CRC

• Customer Service Representative

  • Sep 2014 - May 2015

  - CSA for main games. Providing assistance for queries via emails and phones.- Aided Team Leader in running of team in their absence.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Apple CPU Technical Advisor

  • May 2012 - Sep 2014

  - Duties included call centre duties, Excellent Customer service skills, - Technical Expertise in apple CPU products to analyse and troubleshoot issues, - Both inbound and outbound calls as well as emailing customers - Use of Mac Operating Systems, Pages, Numbers and Keynotes as well as internal systems - CPU Tier 2 Support : Taking over calls from Tier 1 and final point of contact for issues, Providing training for Tier 1 advisors and management level authority on decisions - Mentor for Tier 1 advisors on best practices on calls and how to improve their service skills Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• BTA NDD Analyst

  • Sep 2008 - Feb 2012

  - Management of the relationships with European front office and Third Party agents across 11 European markets. Reconciliation of items received unto the BTA back office system to ensure clients receive full data onto their statements in a timely manner. Working replies received from travel agencies, updating responses on the SLA database and clearing the item accordingly from the BTA reconciliations system. Maintaining and using various databases and reports. - Training staff and providing overviews of NDD sector of BTA - Relationship Care Champion - Forging relationships with all clients and within the company Show less