• Responsible for innovating the way TfGM communicates travel advice to customers. • Developed a new strategy and organisational guidelines focused on using WhatsApp as an alert tool and as a two-way customer service channel. • Write original, engaging, informative and actionable content, which is complex and technical, for all channels including web, mobile app, email, social media, traditional media and print.• Collaborate with stakeholders to understand their goals, requirements, audience and tone for customer information communications. Define measurable indicators to decide in the evaluation phase if the communication is successful. Produce communications plans for delivering communications to target audiences.• Established close working relationships with event organisers and local authorities in the region. • Experience of researching and analysing quantitative and qualitative information.• Experience of proactively producing communication briefs in collaboration with clients both internally and externally.

• Delivery of TfGM’s media strategy focused on protecting and enhancing reputation through high quality responsive and pro-active media engagement.• Plan and implement effective media plans that protect and build reputation.• Manage and build the organisation’s relationship through a multi-channel approach.• Advise senior managers on effective approaches to media engagement and provide an effective service during emergencies and incidents.• Research, write and distribute press releases in a timely and effective manner.• Draft compelling key messages and narratives for priorities and projects.• Organise media events, photo-calls and news conferences• Maintain and develop a media contact database - ensuring that media engagement activity is appropriately logged.• Collaborate with colleagues across campaigns, marketing, design and digital to deliver an integrated, audience-led, approach to communications. • Use data and insight analyse and improve communications effectiveness. Collate performance statistics to feed into performance analysis.

• To be the first point of contact for all customer and stakeholder enquiries, ensuring an excellent customer service is provided during every customer contact.• Maintain an up to date understanding of TfGM’s policies, procedures and systems relating to travel, tickets and passes, applications, memberships, products and programmes, in order to provide the customer or stakeholder with an immediate response wherever possible.• Handle incoming enquiries via phone, email, letter, social media and any other contact channels used by TfGM.• Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for TfGM passes and permits purposes.• Process incoming post relating to travel, tickets and passes, applications, memberships, products and programmes.• Assist in the administration of TfGM’s corporate ticket sales, Travel Voucher membership, Cycle Scheme membership, TfGM’s refund process, TfGM’s pass withdrawal scheme and any future processes that are acquired under the Customer Support remit.• Assist in assessment preparation for disability ENCTP applications• Administer renewals of ENCTP passes• Assist in the production of business intelligence reports where required.• Adopt a positive, customer focused attitude in all interaction with customers, ensuring that as a representative of TfGM presenting a positive impression to all customers and stakeholders.

• Handle incoming enquiries via phone, email, letter, social media and any other contact channels used by TfGM.• Resolve general enquiries received to TfGM’s contact centre where possible, utilising knowledge base • Maintain an up to date understanding of TfGM’s policies, procedures and systems relating to travel, tickets and passes, applications, memberships, products and programmes, in order to provide the customer or stakeholder with an immediate response wherever possible.• Process incoming post relating to travel, tickets and passes, applications, memberships, products and programmes.

• Managed all communications activity including media engagement, internal communications, social media activity and stakeholder relationships.• Secured media coverage in key titles.• Established and trained a communications team. Segregated these roles and responsibiltiies into the five key areas such as – First team/ Reserves, Women’s Team, FCUM Foundation, Marketing and Sales, Internal Communications.• Lead on the 18/19 Season Ticket marketing campaign, beating all targets and contributing to the club’s annual income. • Drafted and implemented a new Instagram strategy for the club. I organically grew the Instagram account from 0 to 2,000 followers (Now at above 12,000).• Overall responsibility for the planning, co-ordination and delivery of all club messaging. • Proven ability to deal with a wide cross section of stakeholders effectively, clearly and concisely, both verbally and in writing. • Established a valuable partnership with UCFB and Salford Universities. I worked closely working with the Head of Communications to develop a work placement plan/schedule for students.

• Managed a team of five leading on media strategy and stakeholder engagement.• Drafted and implemented a new Instagram strategy for the club. • I authored and implemented a plan for Non-League Day 2017. By engaging with figures at all levels of the club and the local community, I was able to organise and publicise Celtic’s match day parade prior to kick off - which resulted in their highest attendance for the league that season. • I was the programme editor for each home game and produced a bi-weekly column.• Further strengthened links with Stalybridge Celtic Academy and the Stalybridge Celtic Foundation. • Established strong links with the local press to generate positive coverage for the club. • Successfully managed the rebranding of the Stalybridge Celtic Foundation and Stalybridge Celtic Academy.

• Acted as a weekly match reporter covering both home and away games for web stories on the clubs website. • Programme editor for each home game – meaning I produced a 30 page programme every other week after gathering all the relevant information from all areas of the club. • Trusted as official club spokesperson.• Created and managed content for a number of social media campaigns. I successfully increased the club’s Twitter followers from 4,951 to 7,186.