Build and nurture an active online community around the WiiM brand and productsDevelop and execute community engagement strategies to drive growth and satisfactionManage customer support and feedback across social media and forum platformsCreate and curate help content to enhance user understanding and experienceLead beta user program management to inform product development and improvement

Designed community support strategy and vision, and lead projects for Meta Store products (Meta Quest, Ray-Ban | Meta) from scoping milestones, deliverables, success criteria (KPIs), dependencies, and change management to handover operations to digital support teams to ensure success, including: Salesforce launch of Reputation Studios; Twitter (X) Medallia survey; community forums survey (Khoros); automated tagging for case taxonomy.- Increased peer generated solutions by 35% by developing and launching a superuser program and gamification system designed to motivate and encourage desired behaviors. - 5x growth of the superuser program in the first year, with 75% of solutions generated by community members post-launch, leading to a 50% increase in overall community member engagement. This created approximately $5 million in projected support savings in 2023, with +15% projected year over year growth.

Sonos had a fledgling community that hadn't received dedicated attention since its creation. I was responsible for all levels of community management including moderating, managing the platform (InSided and Get Satisfaction), planning and publishing content, handling customer interactions, facilitating discussion, building a superuser program from the ground up, and reporting on community analytics.And for a deep dive on the responsibilities:- Draft and publish articles. Scheduling and publishing content within brand messaging and style. This includes release notes, announcements for new software and music services, features, and engaging generating discussions.- Coordinate with the product, support, content, marketing, and legal teams as needed to ensure that all published content for launches or otherwise are accurate and approved.- Moderate and manage digital content on the English community of over 250K active members- Track and report on the English community engagement and other KPI’s using Excel/Google - Analyzing and monitoring of community health using analytics tools and self designed reports.- Generate topic and category weekly tracking reports using Google Analytics and Sheets- Manage customer expectations and sentiment in high profile / hot topics. Report on sentiment, feature requests, expectations, and customer feedback/criticism.- Responded to questions with high profile or critical importance, creating messaging as needed.- Managed brand advocacy and experience with a strong group of power users who engage the community as leaders of the board. Increasing advocacy and maintaining high participation rates through several means, such as special privileges, events, close feedback loop, private Q&A sessions with super users.- Designed and created badges and achievements for a tiered ranking system for users across all Sonos Communities (EN, FR, DE & NL).-Trained new team members on writing and engaging with customers.

After successfully training a team to handle standard incoming responses, this position was all about managing their quality, preparing messaging and announcements.Some more details: - Training and supporting Digital Care team in troubleshooting, messaging and social media relations.- Prepared reactive messaging for the customer support organization for new releases of software and hardware.- Manage hosted online customer community while attempting to ignite the existing community and attract new members by amplifying the experience with relevant and engaging content.- Handled escalation situations that the new social support agents couldn't handle.

Joined a brand new social media team in the customer support organization with the goal to build loyalty and increased engagement through ongoing conversation and brand experience. We provided support and quality customer interactions while driving community self help.Worked on Twitter, Facebook, the company blog, hosted user community, and managed Amazon/Google Play Store reviews.Wrote announcements and messaging for the user community, both supporting clients and engaging members to build advocacy.Helped launch a new community platform and transitioned user base over. Prepared reactive messaging for the customer support organization for new releases of software and hardware.

- Worked with escalation level issues that were technically challenging, high profile, or required careful handling.- Trained and supported customer support agents in social and technical skills while they assisted customers over phone, email, and host chats. - Managed team of customer support agents, hiring, training, and coaching.

- Offered phone, email, and chat support for customers with technical issues and needing install help for wireless speakers.- Troubleshot networks, firewalls, computer sharing issues, wireless interference, and other speaker/network related issues.- Constantly learned more about Sonos and networking to improve in the role with new products.- Helped new agents get up to speed as we added more staff regularly.- Maintained a high NPS rating and well above average customer contact and solve rates.