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Experience

May 2020Present

Social Community Operations Manager

Bumble, London

Leading a team focused on community engagement, ensuring responses to all messages across various social channels, including Twitter, Facebook, and Instagram, are on-brand, whilst creating meaningful experiences.

Responsible for the Community Management strategy and execution across the various platforms.

Nov 2017Abril 2020

UK CX Manager

Hostmaker, London

Responsible for the performance of 20+ associates, hiring, training and capacity planning. Improved team efficiency by 100% within 6 months, through the implementation of new processes and adoption of CRM platform.

Owned community experience metrics for all of our markets in main digital platforms: Facebook, Twitter, Instagram and Trustpilot.

Collected and analysed user feedback and worked closely with the product team to define tech and project requirements. 

Managing various PR crises including high profile projects such as the BBC and Panorama, with positive results.

Dec 2015Oct 2017

Social Media and CX Manager

Travel Joy Hostels, London

Hiring, training and managing a team of 15. Delivered consistent customer satisfaction results, being featured in London's top 5 in HostelWorld for 2 consecutive years.

Responsible for marketing and customer care across social media platforms.

2011 2015

Events Coordinator

Freelance, Lisbon

Worked with clients such as Calvin Klein, Fashion Clinic, Porsche, Mercedes-Benz, Skoda, BMW, or Unilever.

Managed bookings, registration, databases, on-the-day operations of events of 300+ attendees.

Led several activation marketing campaigns across multiple locations, managing team operations, suppliers and stock levels.

2013

Assistant Project Manager

Ukbar Filmes, Lisbon

Project and location scoping. Processed grant and public funding applications worth +€1m.

Researched and produced press releases and copy. Liaised with the production team, press and other stakeholders.

Supported production of short-film "Miami", winner of Short Film of the Year by CinEuphoria and nominated for Grand Jury Prize at the Montpellier Mediterranean film festival.