Kymberley Thomson Email & Phone Number

Dublin, County / Dublin Postal District, Ie

Dublin, County / Dublin Postal District, Ie

London, Gb

- Strategic lead on organic social for all channels, both those where we havealready built strong communities (Facebook, Instagram etc), and those thatrepresent the most significant opportunities for growth (Pinterest, Twitter, TikTok,YouTube, Clubhouse)- Implementing community management with a focus on driving engagementand two-way conversation with our social communities- Manage and develop the social media team (5 reports) to ensure workmoves through the team effectively, help to identify their strengths and honetheir skills- Final sign-off on all social content to ensure we are adhering to our TOV anddelivering brand-appropriate communications that work to educate andentertain our social audiences and deliver against broader business objectives- Overhauled social reporting within the business ensuring we are highlightingkey figures that represent our successes and implementation more robustmonth-on-month reporting to demonstrate longer-term achievements better- Ensure we take an insight-led approach to all social content, including how weamplify brand campaigns and stories and execute a brand launch effectively,as well as driving UGC and encouraging interactivity from our community- Redefined the strategy for RI Man Instagram leading to a +149% increase in follower growth, 141% increase in engagements and 5.06% growth in ER.

London, Gb

- Developed the social media approach for River Island across multiple department as the business expanded into broader product divisions.- Defining all social media KPIs to deliver brand and business results and driving the process of measuring and evaluating the success- Drive the social media advertising creative strategy by working closely with the digital team, delivering impactful social advertising campaigns- Lead our content creation and editorial plan based around our topics of authority, ensuring all content is engaging and relevant to customer moments, calling out key product trends and aligned with trade/brand calendar, maximising content syndication across all comms channels- Line manage the Social Media Assistant and support the Social Media Executives with their development- Oversee the process between social media and Customer Care to ensure that all social mentions are reviewed and responded to as appropriate- Work with the Press team to build a global influencer programme and provide the concepts for delivery of content to support social channels- Creative award nominations for Pinterest, TikTok, Snapchat and Instagram across various River Island campaigns (2018-2020)- Project manager for River Island’s most successful menswear campaign to date increasing MW loyal buyers by 4% (River Island Nov 2018)- Successful proposal and implementation of a River Island Kids account to grow social revenue x3.58 - Hosted a 'Big Weekender' Instagram Live music festival during lockdown reaching 5.6M and saw a 12% uplift in products featured

London, Gb

Responsible for planning, creating and publishing engaging social content to our 4.7M followers, capturing customer’s attention and driving traffic to the website.- Strategic input in the creativity and delivery of all seasonal and category marketing campaigns on our social media channels- Responsible for managing key business and trading priority content across all social channels, including decisions on target audiences, budgets and post formats- Management of paid content across all social media channels including the building of advertising formats using self service platforms- Delivery of key digital marketing campaigns including briefing of orphan pages on site and building strong relationships with external partners to support these campaigns through competitions or their own platforms amplification- Introduction and ownership of social listening tools to monitor brand conversations, effectiveness of content/campaigns and inform future content planning- Develop and maintain relationships with the global social platforms to discuss brand/campaigns strategies and best creative practice- End-to-end campaign management, including organization of influencers and engaging key stakeholders in the analysis of campaign performances- Writing features for the in-store/digital Style Insider magazine produced four times a year in combination with idea generation and creative writing of on-site blog content- Revitalizing and producing a new weekly report on the performance of social and blog content for wider business- Providing weekly reviewing of social media landscape to the wider business to inform our marketing activity- Monitoring our competitors and regularly feeding this back to wider areas of the business to inform our strategy- Support the organic and paid media activity of our International teams to ensure social media content aligns with the wider content and brand strategy

Hatfield, Hertfordshire, Gb

My role is focused on the management and delivery of innovative social media campaigns/content and implementing a social media strategy to engage new and existing audiences with our brand, content and products.• Development and implementation of F&F social media strategy• Responsible for managing £2.5 million social media budget• Oversee the creation and delivery of our global influencer programme working closely with our PR team• Increase brand perception through the strength, innovation & relevancy of the bespoke content we produce• Develop and maintain relationships with the major global social platforms• Use social listening and analytics tools to measure impact and effectiveness of content and inform future planning• Understanding commercial priorities, leveraging insight from across the business to generate targeted campaigns and content. • Test and optimise creative, messaging, target audiences and placements• Work closely with Ecom and our marketing agency to drive our UGC strategy.• Line manage the Social Media Assistant role• Represent the social team in cross-function meetings and being the face of social across the wider business.• Work closely with Brand, PR & Ecom to align the social content strategy to all F&F brand communications, ensuring our always-on content is maximised through all channels.• Manage the day to day creative process, working closely with the creative agency and in-house production team in developing campaign and always-on content for social media• Implementation of paid media opportunities to support business objectives• Plan and schedule a calendar of engaging digital content across all platforms identifying relevant trends, stories and traffic opportunities• Ensure content across all platforms reflects the aims and values of the brand and adheres to the brand TOV• Manage global distribution of assets and content through social

Newcastle Upon Tyne, Tyne And Wear, Gb

After completing my FTC role with Haven Holidays, I made the decision to take on some freelance temp work through an agency while I looking for my next move in social media marketing.I knew the role would be a short term interim as the company was going through a merger which would involve a head office relocation however the role gave me the opportunity to further develop my digital marketing skills and tested my copywriting abilities.• Creating and updating inspiring content and assets (copy, images, videos, testimonials, images, infographics, maps etc.) across the website managing the process via the CMS.• Using keyword relevant suggestions, content research and my own ideas to create new website pages and blog features• Ensuring that all content is an accurate representation of the product, audited regularly and that our pages are beautifully and commercially presented to aid the overall brand experience and conversion• Optimising on page content for SEO, ensuring all redirects and other SEO functions are performing to best practice.• Running regular content audits including quality of imagery, and recommending improvements around the use and types of content.• Running regular competitor website reviews and recommending learnings around the use and types of content• Managing CMS and website queries relating to content.• Assisting with website testing requirements, across multiple devices.• Reporting any issues, recommending improvements and following these through to completion.

Hemel Hempstead, Herts, Gb

Facebook: https://www.facebook.com/havenofficial/Twitter: https://twitter.com/havenInstagram: https://www.instagram.com/havenofficial/YouTube: https://www.youtube.com/user/HAVENHOLIDAYSPinterest: https://www.pinterest.com/havenofficalI implemented a content strategy to excite and connect with our customers, engaging them with our content, site and products all year around whether they are thinking of booking, excited about a future holiday or reminiscing over a previous getaway.• Creation and delivery of on-brand and engaging content for all platforms ensuring it deliveries on KPIs.• Planning, building and managing regular competitions and promotions via Offerpop apps including the Christmas advent calendar campaign for 2015.• Researching, writing and publishing blog posts for Haven holidays blog using Wordpress.• Supporting the in-house PR team when required with day to day running of the press office.• Using Photoshop to produce assets for campaigns and content, briefing more complex tasks to in-house Studio team. • Created briefs for two YouTube videos a week with the video production team.• Producing regular reports and data analysis to track the progress and growth of Haven channels and content performance using analytics tools including Google analytics, Facebook Insights, etc.• Managing social paid activity with the social media agency. • Feeding guest insights into a weekly social media listening report for stakeholders ensuring all areas of business understand the benefit and importance of social media.• Building relationships with teams on all Haven parks to create contacts for imagery and content.• Acting as a point of contact for the Customer Care team with responses to customers’ questions, day to day engagement pieces and crisis management.• Managing Haven’s 35 TripAdvisor pages; monitoring park responses, advice on replies, creating monthly and seasonal reports focusing on guest feedback and trends.

London, London, Gb

I left behind a role that I loved at ASOS to challenge myself in a new opportunity and gain exposure to different elements of social media marketing.• Winner of the ASOS Aces Award for Passion 2014 – Customer Obsessed.• Posting marketing content across all ASOS active social media channels and monitoring customers’ interactions.• Engaging with customers in the ASOS tone of voice, focusing on brand protection, interaction, promotion and fashion advice, up selling and promoting of ASOS sales, services and news.• Producing a daily companywide ‘Customer Digest’ report focusing on customer insights from social media which led to business changes.• Ownership of marketing strategy community engagement piece – producing and training materials on how to engage with customers in line with ASOS tone of voice and outlining the engagement strategy in line with business needs.• Working towards platform growth across multiple ASOS markets and brands identities such as ASOS Menswear, AU and US.• Contribute ideas for all our channels sourcing relevant topical content for the ASOS channels through customer interaction. • Ensuring customers' queries on any social platform are responded to within our SLA target service level, maintaining KPI's.• Dealing with blogger requests and collaborations, arranging gifting for influencers.• Engaging and monitoring competitions across multiple channels and markets - ordering, arranging and sending out prizes to the relevant competition winners.• Led and developed one to one and group training sessions other members of staff on ASOS social media channels and tone of voice, producing social media how to guides which have been rolled out across Customer Care.

London, London, Gb

I was lucky enough to successfully apply for a secondment opportunity within ASOS which fuelled my determination to take on more responsibilities that impacted the ASOS customer journey.• Copying writing ASOS Help pages across all markets (UK, AU, US, FR, DE, IT, ES) and continuously editing the Help page articles to achieve our 95% self-service rate target.• Writing and delivering engaging copy and internal comms in ASOS tone of voice to support changes in process, policy, marketing campaigns and social media updates.• Focusing on driving up customer satisfaction scores through improvements in process, policy and systems. • Looking at ways of using the Help pages and internal processes to reduce cost per contact and contact to order ratio for the business.• Copy writing internal FAQ’s for Customer Care to enable advisors to respond to queries in ASOS tone of voice.• Managing and creating varied employee engagement activities and materials including planning and organising events to maximise positive employee advocacy.• Analysing reports and feedback from our Oracle system to improve customers’ experience, working with the data to improve the self-service rate of the Help pages.• Creating processes that enable advisors to take ownership of individual customer cases and complete the necessary actions to ensure the issue is resolved and the customer is kept up to date. • Organised multiple charity fund raising opportunities for ASOS Foundation and other wider charities, including a secret auction of ASOS Africa animals which raised £560.• Using the marketing calendar and attending marketing meetings to understand upcoming content and promos. Cascading information to the wider business and preempting any lines, etc that may be required for Customer Care advisors and support teams.• Building relationships with our selected partners affiliates and business departments acting as a contact point for any enquiries.

London, London, Gb

The Customer Relations department was divided into two separate departments Social Media and Escalations. My skills in ASOS tone of voice, customer engagement and creativity were recognised by management and I was given a new opportunity in our Social Media department.• Investigating and resolving any issues for the customer which have resulted due to a fault on ASOS’s behalf, using expertise knowledge to drive change in process across the business to future this occurring in the future.• Dealing with escalated internal complaints, contacts directly to our CEO, messages threatening legal action, needing compensation or from high profile/celebrity customers effectively balancing the needs of the customer and the company.• Acting as a point of contact for less experienced advisors for advice and assistance for extreme issues.

London, London, Gb

After five months within this role, I was promoted to our Customer Relations department.• Dealing with enquiries from ASOS worldwide customer base, responding to enquiries through emails, incoming calls and live chat within company SLA promise providing first contact resolution wherever possible.• Assisting with the implementation and testing of customer service platforms such as e-gain and Oracle.

I left this role in 2010 due to a change in company circumstances. Blush Salon was a small local business which allowed me to grow and develop a varied range of skills. I was originally employed as the receptionist for the salon, however as my abilities and confidence in the role grew it was expanded to also cover personal assistant duties.• Planning and creation of marketing content across social media, local press and email database. Producing and editing regular client communication through emails, newsletters and SMS.• Copy writing materials such as leaflets, treatment menus and advertising materials.• Event planning and management for client based invite events to showcase new salon treatments.• Project managed the redevelopment and launch of the second business premises to addition business product Blush Beauty.• Diary management for salon owners (business and personal) including organising travel arrangements.• Dealing with representatives from salon accounts, representing the company in client meetings and conferences.• Responsible for staff management and recruitment including disciplinary procedures, commission payments, providing references, organising training courses, advertising positions, reviewing applications, taking interviews and running assessment centres. • Development and implementation of procedures for salon inventory across both salons; maintaining records of all sales/purchases for the company including invoices and VAT.• Day to day staff responding to enquiries and appointment requests, liaising with salon clients face to face and over the telephone.• Maintenance and updating of the salon database, stock management for salon and retail use and iSalon and diary appointments.• Managing, invoicing and dispatching customers’ orders for products in a timely manner.