Community Operations Manager @ MagicLab/Bumble Responsible for a global team of over 50 freelancers.
Recurring role in the lead up and during The Championships (Wimbledon) 2017-2018. Accreditation & ticketing for players, teams and guests.
Growth marketing and operations for bubble the babysitting app. - Sitter recruitment project - recruiting sitters to the app in non London areas - Instagram page management and influencer outreach - Events and sponsorships - Sitter engagement/community management - Growth marketing in non London areas with a parent acquisition focus
bubble is an on-demand mobile app, connecting parents with the babysitters trusted by their friends. The app allows users to find, vet, book and pay their sitters all in a few taps. Day to day operations and customer service supporting the smooth running of the app. Ensuring bookings are accepted, resolving any issues and running the background checking process for our sitters.
Managing level 3 of the O2 arena which consists of 48 privately owned suites on event days. Major event experience includes ATP World Tour Finals, BRIT awards, NTA awards, C2C Music Festival, NBA London Global Games. Responsible for the whole level as well as the hosts and hostesses team and security staff. As an escalation point often I have to troubleshoot efficiently and resolve often major complaints in a way which benefits all parties involved.
As service intern my responsibilities included: - Managing phone and email communications with guests before they arrive, ensuring a seamless experience and finding solutions to any hiccups. - Communicating with guests, hosts and field teams to ensure the day runs smoothly and everyone is in the right place, at the right time. - Ensuring accuracy of booking details and making sure guests have everything they need in advance of their stay. - Problem-solving – foreseeing and resolving issues that could have impacted the guest experience. - Communicating with all teams involved to ensure the arrivals process runs smoothly and everyone is in the right place, at the right time. - Making decisions on-the-fly to ensure that requests requiring immediate attention were effectively delivered with a careful eye on our operational costs. - Service recovery for guests in stay when things didn't go to plan to ensure a high guest NPS score.
Suite hostess within the O2 arena, responsible for a section of the VIP suites ensuring the safety of guests and maintaining the highest level of customer service to ensure guests are having an amazing experience. Also a point of contact for our guests if any ticketing or logistical issues arise. This role has taught me a great deal about the running of live events and problem solving.
2:1 in Music for Media