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Work Background
FreelanceFreelance Writer
Aug. 2022SpainProducing content for both print and Internet with experience in:
- Trade and business features
- Op-eds on political and social issues
- Local news reportage
CrispChief Experience Officer
Jan. 2020 - Dec. 2022Leeds, United KingdomMember of the Executive Team with responsibility for the strategic development and leadership of the Customer Experience, Client Consultancy and Product Marketing functions to leverage deep understanding of customer challenges and needs into world class services that defend household name companies from the risk to their customers, corporate reputation, operations, finances and security posed by online harms and the bad actors and groups instigating them
CrispVP Crisis Intelligence
Feb. 2019 - Jan. 2020Leeds, United Kingdom
Crisp ThinkingHead of Trust & Safety
Jun. 2011 - Jan. 2020LeedsMember of the management team of Crisp Thinking with responsibility for a team of social media risk consultants. Chiefly responsible for providing best practice advice on social media crisis management, moderation, compliance in the social space for regulated industries, including COPPA/GDPR. Key achievements in the role so far have been: * Creation of an expert team of social media risk consultants, including recruitment, training, best practices and all processes for the day-to-day operations of it.
* Creation of Crisp Thinking's world class moderation team; including recruitment and training programs and all policies and procedures for the operational running of it.
* Codifying online risk into taxonomies with simple definitions that can be used externally and fed into other internal business units, including for use in moderation training.
SulakeSenior Manager, Moderation & Safety
Aug. 2008 - Jun. 2011Responsible for defining global policies, guidelines and best practices for moderation and safety on Habbo. Providing a community voice in the development of new product features and inputting into moderation and customer service tool development on a conceptual level. Emma is also responsible for crafting programs for training community managers and moderation staff.
SulakeSafety & Education Officer
Jul. 2007 - Aug. 2008Responsibilities included: - Developing education outreach to all Habbo communities through the creation of player safety campaigns.
- Providing training to Community Managers on child online safety issues.
- Input into production development of safety features.
- Community Manager for Habbo UK.
- Providing guidance on safety legislation, guidelines and best practice.
- Online safety evangelist; speaking at external events
SulakeCommunity Manager
Sep. 2004 - Jul. 2007Responsibilities included: - Managing moderation and customer service function with given budgets
- Implementing moderation and customer service policies from Sulake HQ
- Recruitment, training and management of moderation and customer service staff
- Maintaining FAQ knowledge base
- Local point of contact for external law enforcement agencies
- Developing compelling safety content for end users
- Analyse and communicate end user feedback to relevent HQ departments
- Guide and educate local team on community related issues
AOL UKProject Co-ordinator, Communities
Jan. 2002 - Dec. 2004
Tiscali UKSenior Community Producer
Jan. 2000 - Dec. 2001
LineOneCommunity Producer
Jan. 1997 - Dec. 2001
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