Summary
Overview
Work history
Education
Skills
Languages
References
Accomplishments
Custom
Personal Information
Timeline
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Erin Johanson

Haywards Heath,Please select state...

Summary

Communications and engagement professional with expertise in strategic marketing and digital campaigns. Demonstrated success in developing brand-sensitive messaging and multichannel strategies across higher education, heritage, and tech sectors. Strong leadership skills and collaborative experience in diverse environments, focusing on inclusive communication and student engagement.

Overview

21
21
years of professional experience

Work history

Library User Experience Supervisor

University of Sussex
Brighton
02.2023 - Current
  • Co-led communications and engagement strategies for evening and weekend library operations.
  • Promoted services through curated displays, targeted campaigns, and internal marketing materials.
  • Developed inclusive user experience strategies while liaising across teams.

Pagan Chaplain

University of Sussex
Brighton
09.2023 - Current
  • Championed community engagement initiatives to enhance inclusivity and pastoral communications.
  • Coordinated efforts with student support and wellbeing teams to promote belonging and visibility.

Doctoral Tutor

University of Sussex
Brighton
09.2022 - Current
  • Delivered undergraduate teaching in cultural history, mental health, and death studies.
  • Designed inclusive learning materials to facilitate engagement with sensitive topics.
  • Supported student participation through tailored guidance and resources.

Senior Library Assistant

University of Sussex
Brighton
10.2021 - 02.2023
  • Co-led communications and engagement initiatives for evening and weekend library operations.
  • Promoted services via curated displays, campaigns, and internal marketing materials.
  • Developed inclusive user experience strategies while liaising across teams.

SAGE Sussex Research Hive Scholar

University of Sussex
Brighton
09.2021 - 07.2022
  • Executed digital outreach campaigns to enhance researcher engagement.
  • Collaborated on institutional communications and social media strategies for PGR events.

Freelance Researcher

BBC
Haywards Heath
08.2021 - 09.2024
  • Delivered comprehensive historical research for successful broadcast project execution.

Customer Service Manager

Ouh La La Limited
Haywards Heath
03.2020 - 09.2021
  • Streamlined online order processing to enhance customer satisfaction.
  • Managed customer service operations to address inquiries and resolve issues promptly.
  • Oversaw order management systems to ensure accurate fulfilment and tracking.
  • Developed social media strategies to engage customers and promote products.

Customer Service Representative

Waitrose & Partners
Haywards Heath
11.2017 - 02.2020
  • Processed orders promptly ensuring a positive shopping experience for customers.
  • Collaborated with sales team to maximise product visibility and sales.
  • Developed strong relationships with customers fostering brand loyalty and repeat business.
  • Improved customer satisfaction by effectively handling complaints and inquiries.

Genealogist

Census Sensibility
Haywards Heath
04.2017 - Current
  • Conducted research for public-facing broadcast and heritage projects.
  • Delivered engaging talks and produced informative content for public history audiences.
  • Created resources tailored to genealogy enthusiasts and historians.
  • Featured in Family Tree Magazine, MyCanvas, and BBC publications.

Tour Guide

Ye Olde England Tours
London
09.2016 - 04.2017
  • Adapted quickly to sudden changes in schedules or routes, minimising disruption to the tour plan.
  • Prepared detailed itineraries for optimal tour experiences.
  • Demonstrated excellent communication skills to engage diverse audiences.
  • Enhanced visitor experience by providing informative and engaging tours.

Head of Customer Success

Mailjet
Paris
01.2016 - 05.2016
  • Directed customer service and account management across five global locations.
  • Developed international support strategies to enhance service delivery performance.
  • Oversaw delivery performance and implemented training tools to ensure service quality.

Global Customer Support Manager

Deezer
Paris
05.2014 - 12.2015
  • Scaled global support team from 5 to over 20 across Paris, London, San Francisco, and São Paulo.
  • Consolidated customer support platforms to streamline multilingual service delivery and implement global policies.
  • Expanded social media support on Twitter and Facebook, enhancing user engagement.
  • Developed KPIs and training systems to improve customer satisfaction and service consistency.

Community Manager, Europe

Blizzard Entertainment
Versailles
03.2012 - 04.2014
  • Directed community engagement initiatives for Diablo, World of Warcraft, and Hearthstone across Europe.
  • Supervised multilingual team of community representatives and assistant managers.
  • Managed community presence at major gaming events, including Gamescom and DreamHack.
  • Produced written and video content to enhance player engagement and brand loyalty.

Customer Support Communications Manager

Blizzard Entertainment
Versailles
09.2009 - 02.2012
  • Managed internal communications for customer support teams across EU regions.
  • Led global intranet rollout project and ensured effective FAQ system support.
  • Coordinated messaging strategy across Europe, US, and Korea to unify player support experience.

Customer Support Team Lead

Blizzard Entertainment
Versailles
12.2004 - 09.2009
  • Managed a team of 18 senior staff and oversaw over 150 Game Masters.
  • Directed international recruitment to strengthen talent pool across regions.
  • Built and maintained support forums to enhance community engagement and collaboration.
  • Contributed to crisis response planning to ensure swift resolution of issues.

Education

Doctor of Philosophy - History

University of Sussex

Master of Science - Genealogical, Palaeographic and Heraldic Studies

University of Strathclyde

Bachelor of Science - History

The Open University

Skills

  • Strategic campaign development
  • Digital content management
  • Stakeholder engagement and collaboration
  • Brand management
  • Event coordination
  • Higher education communications
  • CRM and analytics
  • Creative storytelling

Languages

French

References

References available upon request.

Accomplishments

    Selected Publications
  • Book Review: Male Suicide and Masculinity in 19th-Century Britain, Lyndsay Galpin, Bloomsbury, 2022. British Association for Victorian Studies Newsletter, 23(2)
  • Book Review: The Uncanny Rise of Medical Hypnotism, 1888-1914: Between Imagination and Suggestion, by Gordon David Lyle Bates, Cham: Palgrave Macmillan, 2023. British Association for Victorian Studies Newsletter, 24(2)
  • Passport to the Past. Family Tree Magazine. Nov, 2019
  • New Ways To Get Kids Into Their Family Tree. Family Tree Magazine. Jan, 2019
  • A Beginner's Guide to Swedish Genealogy. MyCanvas. Jun, 2016

Custom

2004,1998,2018,2015,Current,2020

Personal Information

Timeline

Pagan Chaplain

University of Sussex
09.2023 - Current

Library User Experience Supervisor

University of Sussex
02.2023 - Current

Doctoral Tutor

University of Sussex
09.2022 - Current

Senior Library Assistant

University of Sussex
10.2021 - 02.2023

SAGE Sussex Research Hive Scholar

University of Sussex
09.2021 - 07.2022

Freelance Researcher

BBC
08.2021 - 09.2024

Customer Service Manager

Ouh La La Limited
03.2020 - 09.2021

Customer Service Representative

Waitrose & Partners
11.2017 - 02.2020

Genealogist

Census Sensibility
04.2017 - Current

Tour Guide

Ye Olde England Tours
09.2016 - 04.2017

Head of Customer Success

Mailjet
01.2016 - 05.2016

Global Customer Support Manager

Deezer
05.2014 - 12.2015

Community Manager, Europe

Blizzard Entertainment
03.2012 - 04.2014

Customer Support Communications Manager

Blizzard Entertainment
09.2009 - 02.2012

Customer Support Team Lead

Blizzard Entertainment
12.2004 - 09.2009

Master of Science - Genealogical, Palaeographic and Heraldic Studies

University of Strathclyde

Bachelor of Science - History

The Open University

Doctor of Philosophy - History

University of Sussex
Erin Johanson