Head of Community and Social Media
• Manage a 4–person team responsible for email and social media relationship building for a community of 10 million+.
• Use Hootsuite, Tailwind, Helpspot, and Meltwater to create monthly reports on community mentions, engagement, and pain points. Implemented Conversocial to measure community engagement with marketing initiatives.
• Social community growth: Increased Facebook followers by 14% (520+K total), Twitter followers by 106% (70+K total), Instagram followers by 182% (70K total), and Pinterest average monthly viewers by 84% (240k average monthly viewers) in 1 year.
• Used insights to prioritize product improvements and implemented customer service automation processes, reducing time spent on customer issues by 50% while increasing customer satisfaction.
• Instituted employee achievement program awarding travel to 14 global community events/year.