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Work Background
Reddit, Inc.Community Marketing Programs Lead
Nov. 2024 - Mar. 2025ModLab's mission is to streamline and operationalize moderator marketing programs, both to improve our moderator experience, and enable us to scale our offering globally. As the architect and lead of this new department at Reddit, my role is to design, build and execute on this vision across key cross-functional pillars, including events, merchandise and off-platform web experience.
SS&C Blue PrismSenior Director, Global Customer Marketing & Experience
Jul. 2022 - Nov. 2024London, England, United KingdomReporting into our CMO, I lead a world-class team whose mission is to build bridges between our customers, end-users and our business. We operate with a hybrid skillset of Customer Marketing, Community Management and CX, where we provide measurable results ranging from direct revenue to experience improvement. We listen through embedded and strategic Voice of Customer & Ideation programs that supports Customer-led business decisions. We build and orchestrate engagement programs that accelerate adoption and time-to-value through engagement, connection and purpose, through our award-winning Community platform & programs. We elevate their voices and story to the market to inspire and accelerate their own careers. Programs of work include (but not limited to):
- Award-winning online Community that influences NPS and drives cost avoidance.
- Product Research Panel & Ideation Program made from a community of end-users that directly influences product roadmap and development
- Customer Excellence Awards, our 7-year old program sources over 190 stories a year that elevates our customers' achievements while providing us with critical insight on use-cases and feeding our social proof engine.
SS&C Blue PrismDirector, Global Customer Marketing & Community
Sep. 2019 - Jul. 2022London, England, United KingdomMy team's mission is to own the strategy and execution of Blue Prism's Global Customer Marketing & Community. I have had the pleasure to build and grow this team from the ground up, from being an individual contributor myself in 2018 to now leading a team of 8 outstanding individuals. > Community
The Blue Prism Community is our way of bringing our customers, partners, employees and business together, through online discussions, blogs, events and challenges. Activities include:
- Ownership of the Blue Prism Community platform and strategy
- Overseeing the execution of our award-winning community engagement programs, including our hackathons, MVP program, and product idation. Measurable impact and achievements include:
- Impact on NPS
- Increase in product adoption
- Support deflection costs
- Winning multiple industry awards > Engagement Programs Programs that engage customers during moments of truth across the mapped stages of the customer lifecycle. They are designed to orchestrate a deliberate and consistent experience that enables the Customer For Life outcome. Activities include:
- Journey & tech-touch orchestration (Gainsight)
- Customer journey mapping
- Engagement programs and activities around: lifecycle, onboarding, new release & product upgrade and service offerings
- Product adoption and onboarding
- Digital customer experience
- Customer communications (Marketo)
- User research panel management (Qualtrics) > Reference Programs
Programs that bring our customer’s successes and thought-leadership to the market through compelling, competitive-differentiating customer references, stories and related assets. Activities include:
- Customer reference program (Gainsight)
- Customer awards (Award Force)
- Customer speakers and public references - Customer video and webinars
- Customer Success Stories
- Covid-19 response program references
- Peer Reviews management (G2 Crowd and Gartner Peer Insights)
- Sales enablement & support
Blue PrismGlobal Customer Marketing Manager
Jun. 2018 - Sep. 2019London, United KingdomHired for launching and managing the Global Customer Marketing function, reporting into Customer Experience - including KPI setting, processes and internal workflows definition as well as customer program management. Responsibilities include the management and ownership of the following Customer Programs:
- Customer Campaigns: designing and driving expansion and adoption campaigns across the customer base, including our monthly customer newsletter, upgrade, education and product/feature adoption campaigns.
- Social Proof: driving and delivering all of Blue Prism's customer testimonials and references through case studies, use cases and videos. This includes the ownership and management of Blue Prism's Customer Awards program, the Excellence in Enterprise RPA Awards, celebrated now for 3-years in a row with a 200% increase in participation year-on-year.
- Customer Webinars: driving and producing Blue Prism's customer-facing webinar series: Blue Prism Cafe (customer stories) and Pulse Online (product & technology) on a monthly basis, with each of them receiving approximately 600 live attendees per webinar.
- Customer Events: driving and managing the Blue Prism Pulse events worldwide, with 8 events in 2018 and 10 events planned in 2019.
- Community Strategy: provides strategic support for the development and growth of Blue Prism's community management strategy as a key enabler for customer growth and expansion.
ZendeskCustomer Marketing Manager
Dec. 2017 - May. 2018London, United Kingdom- Creating and setting up the EMEA Customer Marketing function - including KPI setting, processes and internal workflows definition - Managing Customer Marketing activities in UK, Ireland, Nordics and Benelux - Activities include: usergroups, customer-centric events, case studies, support with expansion and retention campaigns alongside of sales
Lithium TechnologiesEMEA Marketing Manager
Jul. 2016 - Dec. 2017London, United Kingdom - Managing the marketing strategy and execution for the region, balancing broad awareness and pipeline generation goals around Lithium’s Online Communities and Social Media Management products and thought leadership. - Generating pipeline with a wide mix of creative tactics through field and digital events, and targeted account-based-marketing campaigns - Creating high-quality content targeted at European audiences. Includes whitepapers, reports, webinars, nurture tracks and training - Working closely with the Sales and Customer Success functions on sales enablement and process optimisations while building our internal expertise around Digital Customer Experience. Key projects and achievements include:
- Launching and running Lithium’s first local customer conference (LiNC Local)
- Implementing and managing the EMEA Customer Community through quarterly usergroups
- Competitive campaigns that have yielded $27 of pipeline per $1 invested
- Hitting pipeline targets on a consistent basis - Receiving the highly coveted internal "Marketing Badass Award" 2x in a year (!)
Lithium TechnologiesSenior Consultant
Apr. 2015 - Jun. 2016London, United KingdomSocial Engagement software publisher - EMEA Professional Services - Community Management and Customer Experience subject matter expert - Providing customers with detailed advice on launching and developing successful brand / support communities built on Lithium platforms. - Instructor for Lithium's Community Management Certification (Levels 1 and 2) - Consultancy topics include: > Training and building awareness around community management and customer engagement best practices
> Helping integrating and legitimising community initiatives within the company
> Defining, tracking and optimising KPIs
> Online and offline promotion Customers include worldwide brands based in Europe and the Middle-East such as:
- Clarins (Global) - Launch of UK Brand Community / Community Strategy Consultancy
- Orange (France) - Community Strategy Consultancy
- Orange (Switzerland) - Community Strategy Consultancy
- Ooredoo (Qatar) - Launch of Brand Community / Community Strategy Consultancy
- TalkTalk (UK) - Community Strategy Consultancy
- Three (IE) - Launch of the Irish Support Community
Lithium TechnologiesSocial Solutions Consultant
Sep. 2013 - Mar. 2015London, United KingdomSocial Engagement software publisher - EMEA Professional Services - Community Management and Social Customer Care subject matter expert - Providing customers with detailed advice on launching and developing successful brand / support communities built on Lithium platforms. - Consultancy topics include: > Training and building awareness around community management and customer engagement best practices
> Helping integrating and legitimising community initiatives within the company
> Defining, tracking and optimising KPIs
> Online and offline promotion Customers include worldwide brands based in Europe and the Middle-East such as:
- Clarins (Global) - Launch of UK Brand Community / Community Strategy Consultancy
- Orange (France) - Community Strategy Consultancy
- Orange (Switzerland) - Community Strategy Consultancy
- Ooredoo (Qatar) - Launch of Brand Community / Community Strategy Consultancy
- Standard Bank (South Africa) - Launch of Brand Community - TalkTalk (UK) - Community Strategy Consultancy
- Nokia (Global) - Social Customer Care Consultancy
- DenizBank (Turkey) - Social Customer Care Consultancy
Namco Bandai Games Europe S.A.S.EMEA Digital Customer Relations Manager
Jul. 2011 - Aug. 2013Lyon, FranceJapanese videogames publisher - European headquarters - Setting up and managing the loyalty program (game registration, loyalty incentive shop) www.namcobandaigames.eu/register)
- Leading European eCRM activities (user recruitment, email marketing)
- Coordinating social media & community management activities between Europe, USA and European subsidiaries
- Analysing online performance and setting up KPIs (traffic and e-reputation)
Bandai Namco EuropeOnline Business Assistant
Oct. 2010 - Jul. 2011Région de Lyon , FranceJapanese videogames publisher - European headquarters
- Department assistant
- Project management & community management - Web-analytics and post-campaign analysis
- Online monitoring and business intelligence (competitors, social media, web 2.0)
Kreactive TechnologiesMarketing Executive
Jan. 2010 - Oct. 2010Région de Lyon , FranceAgency specialized in the developpment of mobile and Facebook applications.
- Mobile & Social media market analysis & monitoring
- Facebook applications project management
- Creation and writing articles for specialized blogs owned by the company (regieiphone.com / blog.adsapps.com)
- Organising & attending international events
Weber ShandwickAccount Assistant
Jun. 2008 - Jul. 2008Moscow, Russian FederationPR & Communications agency specialized in guerilla and buzz marketing. Part of the Weber Shandwick group
- Press relations assistant for Apple in Russia
- Brief developpment for Clinique's web strategy in Russia
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