As a Customer Journey Officer at Cats Protection, my role involves optimising the experiences of our supporters, adopters, and volunteers. I am responsible for mapping and analysing the customer journey, identifying pain points, and implementing solutions to enhance satisfaction and engagement. My responsibilities include conducting surveys, interviews, and data analysis to gather insights on the experiences of our supporters and volunteers. I create detailed journey maps to visualise the interactions and experiences of our customers across various touchpoints.In collaboration with different teams, I streamline processes, reduce friction, and improve overall efficiency in customer interactions. I develop and execute communication plans to keep stakeholders up-to-date to ensure alignment and effective information flow within the organisation.I set up systems to capture and respond to feedback from customers, ensuring their voices are heard and acted upon. I lead and participate in projects aimed at enhancing customer experience, from conception through to implementation and evaluation.Furthermore, I educate the organisation on the practice of customer journey management, emphasising its importance in understanding and improving the interactions our customers have with us. Through these efforts, I strive to ensure that everyone who interacts with Cats Protection has a positive and fulfilling experience, ultimately supporting our mission to give cats the best lives possible.

In this role, I was responsible for managing supporter communications and ensuring a high standard of service across all interactions. I handled escalated complaints, ensuring they were resolved efficiently while maintaining positive relationships with supporters. I also monitored and reported on complaints, keeping detailed records in the CRM and presenting key insights to improve organisational processes.I managed the distribution of monthly email newsletters, ensuring contact preferences were respected and all activity was accurately recorded in the CRM. Additionally, I organised and coordinated monthly online events, managing the speaker programme and uploading content to the website.

As the Arts and Promotions Officer at Carriageworks Theatre, I was instrumental in enhancing the theatre's visibility and engagement with the community. My role encompassed developing the brochure, managing the website, marketing events, and handling PR communications for events.I managed the creation of the theatre brochure, ensuring it was visually appealing and effectively communicated the essence of our upcoming performances and events. This involved collaborating with designers, writing compelling content, and coordinating with various departments to gather all necessary information. The brochure became a key tool in our marketing strategy, attracting a wider audience and boosting ticket sales.Managing the theatre's website with the latest event information, news, and announcements. By maintaining a user-friendly and visually engaging website, I improved the online experience for our visitors, making it easier for them to find information and purchase tickets.Marketing events was a core aspect of my role. I developed and executed comprehensive marketing campaigns across multiple channels, including social media, email newsletters, and print advertising. My efforts successfully increased event attendance and raised the profile of the theatre within the community. In addition to marketing, I handled PR communications for events. This involved writing press releases, liaising with media outlets, and coordinating interviews and media appearances for our artists and performers.