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
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