Through my roles in social media marketing (primarily as Community Manager) I have helped businesses of all sizes to build communities, increase brand awareness and nurture relationships with customers through proactive, active and reactive engagement & digital content.
I have had the opportunity to work with clients from a variety of industries including retail, fashion and beauty, weddings and events, photography, home decor, food and drink, creative and design, marketing and advertising, coaching and education, small/large electricals and technology, music, healthcare and fitness, travel, finance, construction and pharmaceuticals. I am comfortable working with companies in regulated industries.
I have worked both client side and agency side for ad-hoc and short term or long-term contracts. I most commonly work remotely in The Midlands or in-house in/around London, providing flexible support for working hours, evenings, weekends, bank holidays, key brand moments & crisis periods.
FREELANCE COMMUNITY MANAGER, John Lewis & Partners
August 2018 - Present
From the launch of the Partnership rebrand and the Bohemian Rhapsody advert, the highly anticipated Christmas advert #EltonJohnLewis 'The Boy and The Piano' to campaigns and always-on social (such as the trending thread of #SaladBowlGate, the opening of the Cheltenham store, launch of John Lewis & Partners Womenswear, supporting the employee advocacy program #WeArePartners, in-store events and seasonal activations, influencer marketing, Royal Baby, Pride Month and more), my role as the first Digital Partner has included responding to direct and indirect engagements on Twitter, Facebook, Instagram, YouTube and Pinterest alongside the customer service and communications teams, using social listening to identify opportunities for Surprise and Delight, increasing brand awareness and turning the conversation around. I have created the community management strategy and guidelines, seeing these through to execution. For the 2018 Christmas advert, I trained 30+ Partners on effective community management whilst throughout the year I have provided incremental support and suggestions for marketing briefs, as well as curating user generated content to create inspiring fashion and home Instagram stories, delivering data reports and presentations highlighting headlines, learnings and opportunities to key stakeholders, contributing to the Instagram strategy for Managing Director, Paula Nickolds and other exciting projects. My work has also been used by Twitter in a company-wide meeting as the “highlight of the week” as an example of best practise community management, as well as me being nominated for December 2018 'Roofraiser of the Month' by John Lewis & Partners.
FREELANCE COMMUNITY MANAGER, Brass Agency Ltd
September 2017 - Present
During increased volume periods on social media (for product changes, sales, events, contests), out-of-hours and crisis periods, and on staff training days, I have provided freelance community management for a variety of the Brass Agency clients including construction training company, CITB, pharmaceutical company, Perrigo (NiQuitin) and the brands of soft drinks company, Lucozade Ribena Suntory (Lucozade Energy, Lucozade Sport, Ribena and Orangina). Using Sprinklr, Hootsuite, Pulsar, social media platforms natively and Google Apps / Microsoft Office, I have followed escalation procedures, responded to consumer complaints, queries and praise, contributed to tone of voice response guidelines, tagged and assigned comments and messages, sought out conversations about the brand and proactively engaged on dark and published posts. I have been praised for my efficiency and accuracy and supported with training staff.
FREELANCE SOCIAL MEDIA MANAGER, Under The Influence Agency Ltd
July 2016 - Present
Through the role of Freelance Social Media Manager and Community Manager, I have played an integral part in global and market launches including Michael Bublé's debut fragrances, By Invitation and By Invitation Rose Gold, as well as the Travelex Money Card and Travelex x United Airlines partnership. My role for various brands has involved social media content planning for each campaign phase, scheduling and publishing posts optimally, interacting with customers via social media channels to build engaged and responsive communities, monthly insights and reporting, identifying key learnings and opportunities for improvement, contributing to social media strategies and proposals, and social research to deliver the most up-to-date information about social media platforms, features and policies. I have worked alongside paid media teams, PR agencies, in-house teams and bloggers/influencers to get products in front of the target audience, and created content structure to promote sharing and discussions. I have taken on this role for fashion brands Caravana, CHAOS and Arena Swimwear; beauty brands Wildsmith Skin and Michael Bublé Perfume; French band Elephanz; motorsport brand Mercedes- AMG Petronas; photographer Richard Stow; foreign currency company Travelex and recruitment company Staff Wanted.
FREELANCE SOCIAL MEDIA MANAGER, COMMUNITY MANAGER & CONTENT WRITER, Sparked Passion Ltd
April 2016 - Present
As the Director of my own Limited Company and manager of sub-contractors, I specialise in offering social media management, community management and content writing services - from developing strategies, procedures and guidelines to leading the execution, training and ad-hoc social media consultancy projects. I have also built a freelance writing portfolio covering mental health, beauty, marketing, weddings and events. I have supported brands with both owned and earned content and conversations across BAU and campaigns to boost social media engagement, maximise paid and organic reach, make social a top acquisition channel, live stream global launch events, update channels, work with influencers and advocates, run partnership contests, increase revenue, build a community of loyal fans, improve online sentiment, streamline communications (social team organisation and editorial planning), de-escalate matters, moderate discussions, create and publish content, measure the impact of social media and identify opportunities to go above and beyond. I work closely with PR, customer service, the wider marketing department, content design, agencies and all major social networks to deliver the best and most innovative customer experience possible. I am passionate about staying on top of platform changes, adopting new features for fresh content, working with algorithms and making online communities positive open spaces with two-way conversations between businesses and customers.
SEN TEACHING ASSISTANT, RNIB Pears Centre For Specialist Learning
April 2012 - November 2015
In my role as a Special Needs Teaching Assistant I prepared and created resources for lessons, often sourcing and using recycled materials to consider the sensory needs of the pupils. I delivered tailored learning in both 1:1 and group settings to achieve educational targets, develop the student's life skills and promote their independence. In the absence of the teacher and senior teaching assistant I took on the responsibility of leading the lessons, including providing direction to up to 10 staff members including teaching assistants, agency staff and volunteers. At all times I ensured I followed policies and procedures, with the role of ensuring the whole team was also up to date, organising and managing new risk assessments. I would often attend meetings for a consistent, multi- disciplinary approach with carers, school staff, parents, social care workers and additional service providers. I would undergo regular training including epilepsy, anaphylaxis, awareness of eating and drinking difficulties, BTEC level 3 working with learners with visual impairment in educational settings, moving, handling and hoisting, PROACT-SCIPr UK to constantly develop my skills and provide the best care to each individual pupil.
BLOGGER & INFLUENCER MARKETING COACH, Sparked Passion Ltd
January 2008 - April 2016
As a blogger I had the opportunity to work with global brands, agencies and PR consultants to create content and campaigns for beauty and lifestyle products. Some of these included collaborations with House Of Fraser, COTY, The Communications Store, Wizard Publicity, Talk PR, Monty PR, Chalk PR, Estée Lauder Companies, The Body Shop, Lush, Benefit Cosmetics and more. I developed my content writing, copywriting, proofreading, editing, SEO, social media marketing and email marketing skills through consistent publishing and personal development commitments. After a number of years building my personal brand and elevating my social media platforms, I worked as an influencer marketing coach, helping nano, micro and mid-tier influencers to optimise their content, develop a business plan and build relationships.
Social media management
Community management and social media strategy
Community management/social media procedures
Customer engagement and relationship building
Copywriting and social media design
Data analysis, reporting, auditing and optimisation
Influencer marketing and communications
Content writing and editorial planning
Sprinklr, Salesforce, Hootsuite, Crimson Hexagon, Pulsar, Buffer, Iconosquare, Later, Planoly, Socialbakers, SproutSocial, Brand24, Adobe Photoshop, Google Analytics, Office + more
Diploma in Social Media Marketing
Diploma in Digital Marketing
Diploma in Graphic Design
Diploma in Web Design
Diploma in Adobe Photoshop
Diploma in Microsoft Excel
Diploma in Marketing Your Business
Proactive, active, reactive community management
Social media copywriting, design and publishing
Social listening, analysis, reporting and optimisation
Identifying social and community opportunities
Reviewing current social and community strategy
Creating social/community guidelines & procedures
Social media and community management training
Influencer marketing management
Freelance writing (variety of digital content formats)
Digital content ideation and editorial planning
More available upon request.