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Work Background
YeuStartup Advisor - Community and Customer Marketing
Feb. 2024London Area, United KingdomStrategic Advisor on Community & Customer Marketing, Content, Customer Experience (CX), Events, Customer Support & Service operations. Yeu creates science-backed cellular health formulas that boost energy, supporting enhanced vitality to empower people to live well for as long as possible. We push the boundaries of what's possible in healthy longevity, providing convenient nutrition food and beverage solutions that fuel active, adventurous, and extraordinary lives.
Align TechnologyAssociate Director, Community
Oct. 2021 - Nov. 2023Rotkreuz, Switzerland$3.9B global medical technology company. Built the company's first community and developed a comprehensive strategy and roadmap for customer acquisition and retention. *Successfully launched a Facebook community pilot. Exceeded KPIs: +300% membership growth, +250% lead capture, and a 4.6/5 CSAT score. Boosted customer perception by 20%
*Developed a GTM plan for scalable customer engagement to boost acquisition and retention
*Pioneered a public knowledge base strategy to support global customers and staff with 24/7 access to self-service resources
*Developed and secured approval for a company-wide Governance Plan. Global collaboration and influence with all business units in a highly regulated industry
STMicroelectronicsHead of Community & Digital Support
Jul. 2017 - Sep. 2021Geneva Area, Switzerland$17B global semiconductor manufacturer. 1st Lead for Digital Self-Service including Community, 24x7 Support, and Learning & Training. Involved in strategy, community operations, program management, and establishing KPIs to enhance collaboration and engagement among customers, employees, and the business *Achieved 45% year-over-year community visitor growth and engagement
*Increased year-over-year community NPS by 250%
*Hired and led a high performing team
*Built multi-channel digital content strategy & programs
*Launched Voice of Customer (VOC) annual surveys for deeper, actionable customer insights
*Launched Digital Support Summit - an internal event to connect support teams across the globe
*Designed and built real-time, stakeholder-driven analytics dashboards
*Founder, Salesforce Customer Community Council: an external customer-led group (20+) sharing best practices and providing product feedback to the Salesforce Community Cloud product team
*An ICF-accredited coach, I also helped our employees and teams to realize their full potential. Our company coaching program was also certified by the ICF.
DesignThinkers AgencySenior Innovation Facilitator, Trainer, Coach
Jun. 2016 - Jun. 2017London, AmsterdamGlobal business innovation consulting agency. * Led workshops with Coca-Cola Bulgaria, facilitating alignment between internal teams and consultants
*Co-led training programs on collaborative, human-centered innovation and workshop facilitation skills
nexussquaredStartup Mentor
Apr. 2016 - Jul. 2016Zürich Area, SwitzerlandWorking with Startupbootcamp and NexusLab, advised startups specializing in blockchain-based financial services. Led workshops on branding, presentation, storytelling, and social strategy, improving the group's market readiness and pitch performance
AutodeskSenior Community & Customer Experience Architect
Oct. 2014 - Apr. 2016Neuchatel, Switzerland$5.5B global SaaS company. Joined an Innovation Team in the Localization Services group, with a mission to improve Customer Experience for Autodesk's non-English speaking customers around the globe *Managed 7 community-based, crowd-sourced translation projects resulting in the community translating 200,000 word-strings in 8 months
*Mentored team and department on strategy, innovation and customer experience best practices
*Regional lead in a company-wide program to train every employee in human-centered design using the LUMA methodology
*Expanded the adoption of innovation practices through training, mentoring and designing an onsite collaborative workspace
KhorosDirector, Social Strategy Consulting, EMEA
Jun. 2013 - Sep. 2014Zurich, Switzerland$284M global SaaS company. Worked in global consulting group, developing digital strategies for global brands to enhance Customer Experience in line with corporate objectives and KPIs. Clients included Achmea, Comcast, KPN, MediaSaturn, Nokia, TalkTalk, and UPC. *Analyzed the current state and benchmarked against industry peers to identify areas for improvement
*Developed short-, mid- and long-term roadmaps to lead large brands on their path to social business transformation
*Reduced call center volume by 15% by targeting specific high-volume support topics through digital channels
*Utilized Design Thinking for enhanced understanding, alignment, and innovation
*Experienced in engaging with and influencing people at all organizational levels
AutodeskSenior Manager, Community Strategy & Programs
Oct. 2009 - May. 2013Neuchatel, SwitzerlandManaged & led strategic development of Autodesk's online community serving more than 1.5 million Monthly Unique Visitors. *Managed a team of community managers, improving team efficiency, engagement, and impact
*Developed reporting dashboards and created an ROI value framework
*Business Owner for innovative project integrating CRM (Salesforce) and community platform (Lithium), providing extra levels of service for high-profile customers
*Launched an Ideation platform for better crowd-sourced product innovation and feedback *Created vision and design spec for full community redesign project *Advisor on community and brand advocate recognition and reward program *Responsible for community vendor relationship, regular feedback and updates
*Presenter at 8 conferences in Europe and the United States on social business, community-based support, and strategy
AutodeskGlobal Technical Lead, Civil
Nov. 2007 - Oct. 2009Neuchatel, SwitzerlandHead of Autodesk Product Support for Civil Engineering globally. *Handled top-tier customer escalations
*Ensured staff were well-prepared with technical training and up to date with the latest product developments
*Regular "Voice of Customer" analysis, reporting customer issues to the Product Development teams
*Managed engagement and content creation for blog, Twitter, and YouTube platforms
AutodeskSenior Product Support Specialist
Nov. 2005 - Nov. 2007Neuchatel, SwitzerlandChief technical expert on Autodesk's Civil Engineering software. *Customer Support for customers worldwide, in English and German
*Advised Product Development and Technical Publication teams on common customer issues needing attention
*Created technical documents and training materials for both end users and employees
*Delivered presentations both online and at Autodesk's annual user conference
Mircadia ConsultingFounder
Mar. 2002 - Nov. 2005Oakland, CaliforniaIndependent consultant specializing in technical and business processes for Architecture, Construction, Civil Engineering, and Land Surveying sectors across the U.S. and Europe. *Optimized business processes through strategic development and advised on complex software usage
*Quality Assurance and Test Development services under non-disclosure agreement for future releases of Autodesk software
*Performed confidential QA and Test Development for upcoming Autodesk software releases
*Developed courseware and provided Accreditation Training for Autodesk Resellers/Partners in EMEA
*Trained key Autodesk staff
*Authored product demonstration materials for Autodesk Resellers/Partners
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