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Social Community Manager - StubHub.com
Responsible for execution on all aspects of StubHub brand social and content strategy. Specific emphasis was on community growth, including social customer support integration and practices, contests, social and integrated marketing/brand campaigns, implementing social monitoring practices and tools, content and conversation strategy. Channels include Facebook, Twitter, Instagram and assisting with All Access Blog launch.
Moved to Marketing from Operations, into Buyer Advocacy/Experience which was a newly created group at StubHub. My focus was on improving Buyer service programs and improving processes, driving initiatives to improve Buyer Experience, NPS and retention. Project managed Make it Right, service initiative.
My StubHub story started in Customer Service where I started as a representative and quickly moved to CS Project coordination (including implementing an email system and working on Siebel CRM integration.) As CS scaled, I founded a team called Executive Customer Care in Customer Service Operations. I created, developed and managed the Executive Customer Care Dept. with a focus on assisting customers who experienced highly escalated service exceptions, building practices for service recovery, outreach (including via social channels) consumer blogs, etc.
The ECC role involved building relationships and cross functional coordination will all departments at StubHub, including PR, Marketing, Partnerships, Product and Technology and Legal.