Charlotte S. Email & Phone Number

Sheffield, England, United Kingdom

Sheffield, England, United Kingdom

Managing the information architecture/content management, lead for customer experience ensuring accessibility compliance across our digital estate.Project managed the SYMCA website transition (Apr 2021) to a new CMS, using Agile methodologies and ensuring accessibility standards were met. Project delivered ahead of schedule with limited team available.Driver of change for customer focus to optimize our digital experiences. Business case developed with Management Board approval to lead a series of customer focused changes to streamline our digital presence, starting with user research and web usage analysis.

Sheffield, United Kingdom

• Digital content management for the Travel South Yorkshire website - managing information architecture, digital content strategy, customer experience. Usability testing 2019 yielded a 100% pass rate in customers finding relevant information in the current information architecture structure. • Product lead to review and re-introduce feedback routing in our customer account platform - External usability testing conducted in 2019 yielded a 100% pass rate in customers being able to log a complaint effectively. • Product lead for Chatbot project to introduce artificial intelligence to the website working with IT student placement and Customer contact centre.• Social media management: Facebook, Twitter, Instagram and YouTube accounts delivering the social media strategy. Ensuring promotional information campaigns are effectively embedded across appropriate channels to deliver key messages, drive customers to the website and encourage customers to sign up for latest news or apply for passes etc online wherever possible.

Sheffield

• Design, develop and deliver email marketing strategy: templates and lead/contact nurture programme to increase customer engagement and retention.• Developed digital content marketing campaigns to ensure consistent messaging across all digital channels including: email marketing templates and email newsletter content, Facebook posts, Twitter updates, YouTube channel tie in where necessary as well as effective web/seo copy.• Email campaign management: Designed, developed and delivered timely customer focused digital marketing key messages to a database of over 40,000 customers. Increased customer engagement by 100% in the space of six months (latest average click through rate: 52%) whilst maintaining low opt out rates.• Analyse and report on key digital metric data on email marketing and social media channel messaging performance in order to meet and potentially exceed agreed corporate targets.• Author and deliver web based content updates and news to the corporate website via a content management system• Manage customer database and develop re-engagement programme for inactive customers ensuring compliance with Data Protection Act/GDPR.• Develop and maintain strong working relationships with key stakeholder groups to promote public transport within South Yorkshire.

Sheffield, United Kingdom

Content Management/Information architecture: Organised content workshop events for a variety of commercial clients. Resulting in refocussed website content, increased satisfaction in website managers and customers to find the information they needed. 100% satisfaction rate from clients.• Copy writing: Worked on several packages of website copy for clients, encompassing client style and maximising SEO return.• Social Media strategy and management: Advised new businesses on effective social media strategies, how to get the most from it, advise on what to post and what not to and how to use tools such as Hootsuite and Tweetdeck.

Sheffield, United Kingdom

Project lead on the information architecture content review of our UK network portal site with learning centre staff groups and key stakeholders. Reduced content (8000 pages) by 50% and reworked complex centre support information (finance regulations etc) into easily digestible formats.Account Manager role with Content Owners and Managers in planning, producing and maintaining communications for our various websites and e-newsletters.Digital Content Management for the learndirect call centre Knowledgebase website and stakeholder portal website which supported our network of UK learning centres.

Bristol, United Kingdom

Shortly after joining Ufi as an Office Manager for the South West I was promoted to the post of Development Manager for a large geographic area of the South West. My responsibilities included working closely with local learning Providers and their learning centres to establish the learndirect delivery network in that region. I was responsible for training learning centre staff in the online learning systems for learndirect, liaising with Providers to develop effective business plans and working with Providers towards agreed KPIs. Shortly after that post I took on a similar role for the East Midlands region. Working as part of a job share to cover a maternity leave post.

Bristol, United Kingdom

Personal Assistant to CEO, Managing Director and Technology Director. Line Manager for the team of Reception Staff including the introduction of a new style of branded uniform.I worked for a dynamic aerospace consultancy who had extensive international collaborative partners involved in key projects such as the Thrust SSC which broke the land speed record. My role was to support the Managing Director in a variety of activities to run the Bristol office, support the Technical Director on a day to day basis and also the CEO when based at Bristol. Key achievements were coordinating the event management for a trade event at the new Bristol offices including the arrangement of the display showpiece - the Thrust SSC car, as well as providing a number of pictorial illustrations for the CEO's corporate presentations and Technical Director's guest university seminars and artistic impressions of two new office buildings.

Bristol, United Kingdom

Personal Assistant (AO Level) to two Assistant Directors, Procurement.My role was to support two teams working on different aviation projects within the Procurement Directorate of the MOD. My day to day was to primarily support the two Assistant Directors with maintaining project diaries, records management, team staff training requirements, managing conference facilities and coordinating project activities within each team.

Ba Art & Design, (Fine Art, Design, Art History)

Foundation Cert, Art And Design Foundation Studies