• Facilitated brand positioning and awareness by initiating and developing strategic marketing campaigns, focusing on online presence and content marketing.• Enriched customer experience by conducting in-depth client needs assessments, resulting in long-term relationships with 2 multi-year clients and 3 temporary contracts per year.• Crafted weekly reports to measure and track performance of digital marketing campaigns against ROI and KPIs.• Contributed to company objectives by identifying key growth opportunities and implementing initiatives that expanded market reach and customer engagement.• Drove key business initiatives by coordinating email acquisition and projects of websites deign, leading to improved customer retention and acquisition of new business clients.

• Ensured timely completion of projects by managing, assessing, and implementing client projects and campaigns of the agency (an average of 10 clients/year).• Presented strategic solutions through effective coordination with international teams of freelancers, improving client satisfaction and project outcomes.• Maintained strong client relationships and team alignment by regularly updating clients and directing team meetings, ensuring project objectives were consistently met.• Boosted teams’ productivity by improving the written knowledge base of the company and developing a wide range of processes.

• Built and supported the community from the beginning, identifying opportunities to test on each iteration of the platform.• Successfully planned and coordinated live postings during offline events, enhancing brand visibility and engagement with sponsoring brands.• Led digital marketing efforts across user support, UX, social networking, and troubleshooting, ensuring smooth execution of events, contests, and activities, which boosted platform activity and user satisfaction.• Facilitated successful collaborations with brands like Altroconsumo, Siggi, and Grana Padano, developing high-quality UGC that enhanced brand engagement and partner visibility.• Improved brand reach by strategically managing social media profiles (Facebook, Twitter, Instagram, Pinterest, and Fuudly), resulting in increased follower engagement and platform activity. Additionally, leveraged Mailchimp to successfully roll out and maintain targeted email marketing campaigns.

• Delivered comprehensive technical support for all SiteMinder products and services, specializing in assisting Italian and English-speaking customers across EMEA, AMER, and APAC regions, leading to improved customer satisfaction and issue resolution.• Fostered strong customer relationships by delivering technical support through phone, email, and ticketing systems (Salesforce), resulting in high levels of customer retention and positive feedback.• Accurately identified customer support and configuration requirements, setting clear expectations and resolving issues in line with key performance indicators, which contributed to maintaining high customer satisfaction scores.• Earned the Global Support Excellence certificate for four separate months, recognized for outstanding Voice of Customer results, demonstrating a consistent ability to exceed customer expectations and deliver high-quality support.

Tasked with the strategic rebranding of the Bergamo (IT) brand which encompassed creating a brand new website to enhance user experience, maximise customer engagement and raise the brand profile. Updated in 2019

• Played a key role in planning, developing and executing an Indiegogo campaign with accountability for designing the websites landing and campaign pages whilst also contributing to decision making processes.• Regularly reviewed and managed the campaign newsletter whilst additionally providing comprehensive user support.• Prepared a variety of different written communications, reports and documents to ensure smooth operations.

Social media and brand marketing