2022 – 2026
Head of Community
Welocalize / Welo Data — London
Led the global community of thousands of AI trainers and raters serving Tier 1 tech clients including Google, Microsoft, and Amazon. Built and managed a team of 25+ across engagement, support & onboarding, trust & safety, and platform operations.
- Managed multiple years of near-double workload growth with a lean, highly optimised team
- Integrated LLMs and RPA into recruitment, ticket routing, and reporting — reclaiming 1,000+ hours of productivity per month
- Built fraud detection processing 1M+ signals annually with under 3% manual effort; red-team exercises found no critical vulnerabilities
- Doubled onboarding volumes twice over two years at >96% CSAT and sub-5-hour resolution
2018 – 2022
Director of User Retention & Experience
YouGov — London
Owned the experience and retention of YouGov's market differentiator: a global research panel of 11M+ members across 38 countries.
- Lifecycle campaigns that cumulatively re-activated 3M lapsed panellists
- Built a support centre of excellence covering 19 languages, handling tens of thousands of contacts monthly
- Rolled out global NPS and effort-score programmes; partnered with Product on a unified global app rebuild
2012 – 2018
Head of Community
giffgaff — London
Grew the volunteer-member community of the UK's "run by you" mobile network into a fully peer-run model, leading a team of 16.
- 100% of first-contact front-line support handled by volunteer members
- Created labs.giffgaff.com (community ideation into the product roadmap) and experts.giffgaff.com (P2P e-learning)
- Designed the super-user programme: tiered gamification, rewards, and recognition; reported community results to the C-suite
- Ran live events from CMX London 2015 to a 24-hour charity gaming livestream
2011 – 2012
Community Manager
Jagex (RuneScape) — Cambridge
Primary owner of community, support, and safety for the North American player base of RuneScape — 250M+ registered players — including serious trust & safety escalations with police and authorities.
Until 2011
Certification Project Manager
Electronic Arts — UK & Spain
Led 1st party (Microsoft, Sony, Nintendo) certification and compliance for AAA franchises including FIFA, The Sims, Harry Potter, Mass Effect, and Battlefield — the final stamp of quality before release.