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Customer Satisfaction & Engagement ManagerJun 2017 - Oct 2018 (1 year)
Generate the social media and customer satisfaction strategy. Create and manage the solution to provide customer support. Generate retention by building and maintaining engaging, customer-focused programs. Build trust and a community from scratch for a brand-new product in the region.
Area ManagerFeb 2016 - Apr 2017 (1 year)
Concept out a bold and exciting future for community presence built on a strong foundation of customer engagement. Level up the South America region by building out a world-class community team to support and engage with the high standards of Riot Games. Generate retention by building and maintaining engaging, customer-focused retention programs. Drive the dialogue between the customers and the company.
Community AssociateJan 2014 - Feb 2017 (3 years)
Create and manage customer-facing initiatives including contests, volunteer programs, fan site programs, collegiate programs, offline events, convention presence, email campaigns and social media initiatives.
Community CoordinatorJun 2013 - Jan 2014 (7 months)
Communicate directly with the customers and foster meaningful, long-lasting relationships; monitor forums and other communications to identify common issues and discussion patterns to be more responsive. Advocate internally on behalf of customers to development teams and the company as a whole. Assist in the execution of customer-facing initiatives including contests, volunteer programs, collegiate programs, offline events, convention presence, email campaigns and social media initiatives.
Lead Community ManagerMar 2012 - Jun 2013 (1 year)
In charge of the team of community managers and community manager of the Spanish speaking community. Coordination of main activities and internal communication, proposition of action plans, advice on how to solve the doubts of the community managers concerning the communication and how to better engage the customers.
Community ManagerFeb 2009 - Mar 2012 (3 years)
In charge of the Spanish speaking community, player engagement and communication planning. Link between players and enterprise direction/development. Reporting of key behaviors, likes and dislikes of the community. Creation of a solid structure to improve the service and satisfy the needs of the players’ community.