Zamzar is an online file conversion company, used internationally by both individuals and corporate companies. I currently oversee and ensure customer satisfaction and happiness for their main web application, working with the company directors to improve usability of the website.• Managing customer support for Zamzar’s web application by responding to email correspondence from customers, processing account enquiries, trouble-shooting conversion issues, and referring to engineers as needed. • Responding to social media engagement from users.• Working with directors to improve content and user experience of their main web application.

Etch is a full-service digital agency, with offices in Southampton, London and Cape Town. I currently oversee the content and communications strategy, planning and implementation for a multi-faceted charity, adhering to tight deadlines and budgets.• Responsible for managing content across multiple mediums, thinking strategically to plan and implement content creation and updates. Proactively building and maintaining relationships with multiple stakeholders to ensure a high-quality deliverable.• Redesigned the charity’s website, working with UX designers and developers, creating personas, developing the IA, and ensuring consistent tone-of-voice.• Took the lead in creating a brand-new website for an affiliated organisation, overseeing the process from initial concept to delivery. This involved commercial oversight of the project, content design and project management.• Overseeing marketing of events and courses, using both digital and offline marketing methods.• Managing the planning, creation and scheduling of content across several social media channels, working with an external agency to commission design assets and coordinate paid social ads.• Overseeing the commission of video and photography from initial brief to delivery within tight deadlines and budgets. Managing freelancers, writing scripts, ensuring correct adherence to consent procedures. • Coordinating the production of print assets (flyers, brochures, banners, posters and merchandise), from creating the initial brief and writing copy, to liaising with designers and proofreading. • Using Google Analytics software to inform website content design.

Kids’ Rooms was a high-end children's e-commerce retailer specialising in furniture, room accessories and toys for babies, children and teens, supplying B2C and B2B customers. • Created and developed content for the website, including the IA design and merchandising products that helped with uplift in sales and improved ROI. • Created email-marketing campaigns, which involved production of seasonal campaign plans, creation of campaign concepts, and management of content through a third-party email application.• Planned and implemented social media campaigns across a range of social channels, with new product updates, seasonal offers, competitions and general customer engagement. • Managed freelance copywriters and office-based staff. This involved recruitment, training, creation of briefs/procedural guides, management of their progress and proofreading/editing of their work.• Managed an external PR agency, proofreading and editing their press releases.• Managed merchandising, with primary responsibility for researching new products/suppliers, setting up trade accounts, building relationships with suppliers, selecting products and marketing them through the website and email marketing, and organising and styling product photo shoots.• Managed customer services, which entailed supervision of customer services staff and management of any escalated customer issues.• Managed office administration, with particular responsibility for accounts and stock management.Kids’ Rooms was sold to DF Sales Ltd in Sep. 2013, with handover until Dec. 2013. DF Sales Ltd then merged Kids’ Rooms into their existing portfolio and redesigned the website, adding a lot of their own copy to the site, so it is now vastly different.