Marcus Hoy

Experience

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  Christ the King College

  Jan 2010 - Dec 2011

  Support assistant in Creative and Expressive Arts
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  Hotel Skeppsholmen

  May 2012 - Oct 2013

  Runner/waiter
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  The Economist

  Oct 2013 - Oct 2017

  Delegate Sales Executive
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  Tobii AB

  Oct 2017 - Jun 2019

  Junior Community Manager

  In this role, I was responsible for implementing community strategies, monitoring social networks including Discord, Twitter, Facebook, and YouTube. Engaging the community via our social networks on a daily basis, responding to comments, private messages and provide customer support and building influencer relationships. Creating and managing community campaigns via email marketing or social as well as editing and publishing website content via WordPress or blog posts on Medium.

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  Stryda (Ex-G-Loot)

  Feb 2020 - Feb 2024

  Community Manager

  At Stryda, I led community growth through strategic planning, and collaborating closely with the customer support and development teams. My role involved daily engagement across social media and community spaces. Daily tasks also included monitoring community sentiment, leveraging data-driven insights and qualitative feedback to drive improvement of the Product. It was also important to ensure online safety, by making use of various tools and server bots to help create a wholesome environment for our members. As such, I was also responsible for developing and continually improving on community guidelines.Aside from this I helped out with a diverse range of marketing tasks, such as CRM, copywriting for varying needs, such as social media, blogs/newsletters, and company announcements. I also assisted with video production, voice overs for ads, and much more. Key Achievements:1. Led community growth from 5,000 to 40,000 members.2. Oversaw rebranding of Stryda's community spaces, including merging several Discord servers and maintaining community retention.3. Implemented the “Community Ladders” initiative, driving significant platform engagement.4. Devised the “Community Drops” initiative to reward our community with currencies used on the platform.5. Managed our Trustpilot account, successfully boosting conversion from 1.2% to 4.6%, reviews left by 64%, and elevating the star rating by 21% in 6 months.6. Helped with integrating Customer.io as our CRM platform, setting up 20+ automation for various user journeys.7. Established CRM-driven community initiatives to enhance user experience and engagement.8. Explored the use AI support bots to help streamline customer service, and alleviate the support team's workload.9. Collaborated with the development team to integrate automating premium roles for subscribers to our service. Show less