Work
I have helped over 220 global brands generate significant cost savings and customer satisfaction through efficient social customer care programs, thriving peer-to-peer support communities, actionable analytics insights and time-saving social content publishing processes.
Play
Escaping to places real and imagined has always been my pastime. This tends to involve books, board or video games, writing fiction, hiking in nature and flying to far-flung countries to see, experience and photograph their cities, people and landscapes.
Employment
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Manager, Conversation AI Enablement
July 2022 - PresentI lead our Conversational AI Design team, delivering seamless chatbot experiences, guiding clients with best practices and workshops, and driving product improvements that boost retention, renewals and upsells.
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Principal Social Solutions Consultant
July 2011 - July 2022Provided customers with detailed advice on how to design, launch, promote and grow peer-to-peer support and marketing communities and social response programs built on Lithium platforms.
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Online Marketing Manager
February 2008 - July 2011Planned and executed broad online promotional campaigns for many Ubisoft titles. Activities included senior level community management and reporting, social network content and monitoring, fansite and blog PR, online media campaign management and event planning.
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Community Manager & Coordinator
June 2003 – December 2007Developed and managed UK gaming communities for major franchises including Battlefield, FIFA and The Sims. Led community strategy, content updates, and cross-team coordination to strengthen engagement and align projects with business goals.
Clients
These are all the customers I have worked with on a consultant basis to deploy and grow on-domain communities, social responding programs, and conversational AI solutions.
- Telecommunications:
- A1 Telekom
- BT Enterprise
- du
- Etisalat Nigeria
- Giffgaff
- Ho Mobile
- KPN
- MTN South Africa
- MTN Uganda
- Ooredoo
- Optus
- Orange Belgium
- Orange France
- Orange Spain
- Teleperformance
- Telia
- Telkom (South Africa)
- Telstra
- Telus
- Three Ireland
- Three UK
- TIM
- UPC Cablecom
- US Cellular
- Verizon
- Vimla
- Vodafone (Germany, Egypt, Group, Ireland, Italy, Netherlands, New Zealand, Romania, South Africa, UK)
- Vox (South Africa)
- Webe (Malaysia)
- Zain (Jordan, KSA, Kuwait)
- Technology & Software:
- AMD
- Atlassian
- Blue Prism
- Checkpoint
- Cisco
- Dynatrace
- Fortinet
- Google Local Guides
- HubSpot
- Infineon
- Qlik
- Rapidminer
- SAP Mobile
- Shopify
- Sky UK
- Sky Germany
- Sony Europe
- Sony Mobile
- Spotify
- Stripe
- Teamviewer
- Telenet (Belgium)
- Finance & Banking:
- ABSA
- Aviva
- Barclays
- Boubyan Bank
- BNP
- CIBC
- CommDirect
- Helsana
- ING (France, Italy, Slaski)
- NBAD
- NBK
- Nedbank
- PayPal
- Santander
- Scotia Bank
- Standard Life
- Tesco Bank
- WorldRemit
- ZilverenKruis
- Retail & Consumer Goods:
- adidas
- ASDA
- Bosch
- Bose
- Danone
- De Beers
- Decathlon
- Greggs
- Hasbro
- IKEA
- Lego
- Leroy Merlin (Italy, Russia)
- Migros
- Porsche
- Samsung
- Subway
- Tesco
- Transport & Automotive:
- BMW
- Ford
- Porsche
- TomTom
- Volvo
- Media & Entertainment:
- Codemasters
- Discovery
- Disney
- Gameloft
- NOW TV
- PlayStation
- Sony Europe
- Sony Mobile
- Spotify
- StubHub
- Logistics & Travel:
- Air France
- Delta Airlines
- Expedia
- FlixBus
- Flybe
- Jet Airways
- Transavia
- United Airlines
- Utilities & Energy:
- British Gas
- E.ON Next
- Electrabel
- EnBW
- Scottish Power
- SSEN
- Thames Water
- Welsh Water