Anja Wottke

Experience

• 

  Hansestadt Wismar

  Jul 2007 - Aug 2008

  Local Council Clerk

  07/2007 – 10/2007 Registry office• Issuing of identity documents• Processing of report matters10/2007 – 08/2008 Youth welfare office• Processing of funding of educational projects for children• Accounting of public events for youth and children

• 

  C&A

  Oct 2008 - Mar 2015

  Part-time Work in retail

  • Ordering and Presentation of goods• Shop window decoration• Customer Service

• 

  Worawo.de

  Jul 2014 - Sept 2015

  Assistant Marketing

  • Ordering and selling of fabrics and utensils• Creating and selling of patterns and booklets• Exhibition planning• Writing of social media – and website posts

• 

  Deezer

  Nov 2015 - Oct 2018

  • Plan and launch the Deezer Online Community • Projects: activation, acquisition, technical environment, structure and design of elements and platform• Create a business and performance plan and track KPIs to ensure targets are being achieved• Identify opportunities for improvement in activation, growth and user experience• Content Calendar and content creation• Budget and activity plan for future events, contests and rewards• Plan and build the community super user program aligned with other advocacy programs• Build close relationships with super users to encourage their activity and build trust in Deezer• Thread and Forum Moderation• Monthly report to the product teams to ensure user feedback is being prioritised • Create moderation guidelines and train new team members• Internal communication with other teams, e.g. product, design, legal, social media and brand to ensure users get the latest news about events, content, features and products Show less • Client support on Social Media platforms via DM, public tweets and Facebook messages in EN and GER• Create and schedule uploads, tweets and retweets on @DeezerHelp to communicate and connect with users through the support page• Act as the communication link between Client Support, Music team, PR, and team Social Media to provide the best possible support experience for users • Regular checks with the Social Media team to be up to date on news and campaigns• Initiate and help building the German Client Support on Social Networks resulting in a positive effect on message response rate and time• Training of agents in support on Social Networks• Responsible for support newsletter –Context Matters-• Branding project: Changing the support communication according to Brand Image of Deezer• Handling of customer inquiries, complaints, billing questions and technical support via e-mail Show less

  • Online Community Manager

    Oct 2017 - Oct 2018

  • Client Support Coordinator

    Nov 2015 - Sept 2017
• 

  Bumble

  Nov 2018 - Dec 2022

  • Hire, train and manage a team of 6 (Junior) Community Operations Managers in the specialisations Product & Technical, Billing, BFF and Compliance (currently remote), as well as 100+ freelance support agents• Create, Monitor and analyze personal performance goals of all managers• Monitor and optimize support processes and KPIs (SLA, CSAT etc.)• Analyze and improve training guidelines and material for managers and agents• Create reports about team performance and KPI results Show less • Hire, train and manage 30+ freelance agents to cover the support in up to 9 different languages (remote)• Create and improve training materials, guidelines and tests for agents • Monitor, evaluate and optimise KPIs and performance• Responsible for project Customer Feedback on Badoo, including collecting, analyzing and reporting Customer Feedback as well as creating regular and ad hoc reports for our product team Support project of redesigning our Customer Feedback interface to improve collection and monitoring of feedback • Management of customer support in specialisations Product & Technical, Billing and Compliance • Translate templates and HelpCenter entries from English to German• Responsible for monthly Community Operations Report• Collect bug reports and create JIRA tickets to escalate to relevant teams Show less

  • Senior Community Operations Manager

    Apr 2021 - Dec 2022

  • Community Operations Manager (German)

    Nov 2018 - Apr 2021