Experience

• 

  Ubisoft Abu Dhabi

  • United Arab Emirates
  • Computer Games
  • 1 - 100 Employee

  • Head of Player Relations

    • Jun 2023 - Present

  • Lead Community Manager

    • Apr 2022 - Jun 2023

• 

  InnoGames GmbH

  • Germany
  • Computer Games
  • 400 - 500 Employee

  • Community Management Specialist

    • Oct 2019 - Apr 2022

    - Own and execute the communications and community strategies for Grepolis, one of InnoGames flagship classic titles, with a focus on reactivation and retention of existing player base. - Project Manage company wide Community Management projects with a goal to improve on existing KPIs, whilst innovating and introducing new ways to measure our customer's experience. - Utilize extensive experience with virtual teams to lead a team of over 20 Freelance Community Managers from around the world.

  • Community Manager

    • Nov 2018 - Oct 2019

    - Work closely with project and development team to execute the community strategy across two of InnoGames' flagship products, Forge of Empires and Grepolis. - Collaborate cross department with marketing, PR, CRM, and product, to keep the players at the heart of everything we do. - Engaging in modern forms of communicating with players via social channels, including collaboration of video creation for community announcement of features.

  • Freelance Community Manager

    • Nov 2011 - Oct 2018

    A passionate and experienced Community Manager, I was in charge of the International community for Forge of Empires and Grepolis, two of InnoGames' flagship offerings. I enjoy finding new and innovative ways to engage our customers, and providing extraordinary customer service.- Communicate daily with players to deliver extraordinary customer experience.- Foster an engaging and fun community, - Ensure the players feel listened to by articulating community mood to the development team and product owners. - Manage teams of impassioned players to support the community as a whole, via the support system, as well as the forums.

• 

  Sage

  • Newcastle upon Tyne, Northumberland, United Kingdom

  • Customer Escalations Specialist

    • Oct 2009 - Oct 2018
    • Newcastle upon Tyne, Northumberland, United Kingdom

    Customer driven specialist, with extensive skills and experience in CRM. My role at Sage saw me working every day on complex customer queries, and collaborating with multiple functions to deliver extraordinary customer service.