Director of Customer Experience

• Dec 2021 - Present

Senior Customer Success Manager

• Sep 2020 - Dec 2021

- Develop customer onboarding framework and implement across marketing, pre-sales, onboarding and product teams. - Work closely with the development team to fine-tune store onboarding timelines and process improvement.- Create and implement customer retention initiatives. - Manage feedback from customers and submit to the product team. - Communicate with customers regarding product changes and tips for success.- Manage all outbound customer communication eg email marketing, social media, canned responses, retailer community etc.- Develop and launch a Go To Market strategy for a new product. - Maintain sales material and work with the sales team to develop new documentation, case studies and landing pages.

Marketing and User Engagement Manager

• Aug 2018 - Sep 2020

Communications- Manage all external communications including customer emails, marketing campaigns and social media. Sales and Marketing - Work with third parties and internal staff to prepare and produce sales and marketing material.Events- Coordinate MarketHub’s attendance at events such as trade shows, including calendar, pre-event planning, material, set up and debrief.User Engagement- Encourage users to utilise features within Pulse. Provide training material to users. Educate customers and showcase both existing and newly released product features.Product- Enhance the Pulse product features and provide customer support. Assist with the testing of the company’s own software products, communicating these results back to the development team and helping develop or update documentation, upgrade plans and roadmap

Digital Marketing Executive

• Oct 2016 - Aug 2018

During this period I launched the Marketing department for The Southern Star newspaper and media company, West Cork's top source for news and sport. This role involved moving the company ahead into the digital era by revitalising their online presence and spearheading a number of new and exciting branches of the business, detailed below. Career highlights during this time included being nominated for Best Use of Facebook in the 2017 Cork Digital Marketing Awards, Best Digital at the 2018 Local Ireland Awards, and West Cork Businesswoman of the Year at the 2018 Network West Cork Awards. And, of course, being tweeted by Graham Norton.Email marketing (B2B and B2C campaigns)Social media managementWebsite developmentGoogle Analytics and PPC

Freelance Content Creator

• Jun 2016 - Jul 2016

I worked with THE TEN SPOT team during their re-brand to revitalise their online content, both on their client website and their brand new franchise partner website. I worked with THE TEN SPOT team during their re-brand to revitalise their online content, both on their client website and their brand new franchise partner website.

Content Editor

• Jun 2013 - May 2016

Content Creator and Editor for Europe's biggest and best-loved sex toy retailer. During this time I wrote, published and promoted content for a number of different websites in the Lovehoney Group, utilising content marketing, SEO copy and dynamic visual content. Key Responsibilities:- Managing content creation for Lovehoney.- Assigning work to staff writers, editing and proofreading generated content.- Writing scripts for visual content, using analytics to inform targeted and priority content. - Creating promotions, competitions and digital marketing schemes to increase traffic and cross promoting to multiple social media platforms.- Growing and managing various social media channels.

Staff Writer

• Jul 2012 - Jun 2013

Creating SEO content (including product descriptions, buyers guide and blogs). Targeting content for multiple websites with different audiences.Proofreading and editing copy and manuscripts.Contributing to social media channels. Assisting on video and photography shoots.

Intern

• May 2012 - Jul 2012

Clerk

• Jun 2011 - Aug 2011

Teaching Assistant

• Jan 2010 - Jun 2010

280 contact hours 280 contact hours