Laura Small - Community Managerment, self employed

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Work Background

WW / WeightWatchersDirector of Digital Community

Sep. 2020New York City Metropolitan AreaCommunity is a key differentiator for WeightWatchers and central to our core offering. When I started my role, I was the first digital community hire at the organization. I established community as a practice, working strategically across the organization to elevate the impact of our community platform, analytics practices, and programming, all to drive member retention and business growth. Specifically, this includes: - Strategic community programming and live events. - Moderation and digital trust and safety (community governance strategy). - Set up a community manager program to proactively engage in the digital community in a two-way dialogue that builds and maintains positive sentiment. - Work proactively with the product team to support feature development and releases. - Run a power user program aimed at socializing brand campaigns, program, and product updates.

7 CupsDirector of Community Development (company size > 40 employees)

Aug. 2018 - Oct. 2019Greater New York City Area• Responsible for all member operations, user safety and community strategy, including leading, hiring, and managing a team of 15. • Owner of user growth KPIs, and oversaw strategy for growing members from 500 to over 1 million monthly active users between 2013 and 2019. • Oversaw the integration, engagement, and retention of new whitelabel and enterprise partners onto the platform. • Built user engagement reports and communicated with executive stakeholders on impact of strategic programming. • Partnered with Head of Service Delivery to oversee the success of our customer support team.

7 CupsDirector of Community Development (company size < 10 employees)

Jan. 2014 - Aug. 2018Greater New York City Area• Worked cross-functionally to conceive and launch new product features aimed at improving user engagement, retention, and growth, by ensuring successful design, development, and deployment. • Built robust superuser program from the ground up. At its peak, the program had over 1000 members working across multiple verticals including, chatroom programming and moderation, forum programming and moderation, listener quality and ongoing education. • Conceptualized and led the execution of the 7 Cups ongoing listener education programming, which currently boasts over fifty-five training guides, a 10 level certification system, and a mock chat verification process. • Crowdsourced the 7 Cups app into 12 languages. • Worked cross-functionally to conceive, launch and continually iterate on game elements, aimed at increasing engagement and retention. • Set up the chat quality review product and protocols and oversaw the de-escalation of over 10,000 user reports generated weekly.

Startup InstituteTechnical Marketing

Oct. 2013 - Dec. 2013Greater New York City AreaSINY is an 8 week career accelerator to help recent grads and career changers develop the skills, network and mindset needed to succeed at a startup job.

The Dr. Oz Show, Sony Pictures EntertainmentAssistant to the Director of Affiliate Marketing, The Dr. Oz Show

Jul. 2011 - Aug. 2013New York, New York• Worked as a day-to-day liaison between over 200 affiliate stations and The Dr. Oz Show, helping to maintain brand awareness and integration at the local level. • Conceived cross-promotional ideas for stations on incorporating The Dr. Oz Show into their daily newscasts • Worked with vendors to coordinate the distribution of show content, teases and custom promos to affiliate stations in a timely manner.

The Dr. Oz ShowProduction Assistant, The Dr. Oz Show

Oct. 2010 - Jul. 2011Greater New York City Area• Worked closely in a team of three to facilitate the placement of 200 audience members into The Dr. Oz Show studio for each taping • Assisted with in-studio seating; coordinate seating for show participants and backstage guests • Booked demographic specific groups for general shows and research special theme shows and segment groups, working closely with producers to meet each segment’s needs

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