Oliver Williamson
Ashington,Northumberland
Summary
Conversational copywriting and community management expert with a strong focus on trend-driven communication and brand storytelling. Skilled in crisis management and editorial judgment, utilizing tools like Brandwatch and Hootsuite for content opportunity identification. Proficient in cross-functional collaboration, leveraging CRM systems such as Siebel and Microsoft Office Suite to boost operational efficiency. Committed to advancing strategic communication initiatives to enhance brand engagement and growth.
Overview
7
7
years of professional experience
Work history
Social Media Community Manager
The AA & Hyundai Motor UK
Newcastle upon Tyne, Tyne and Wear
2024.02 - Current
- Managed high-volume, real-time community engagement across TikTok, Instagram, Facebook, X and other social platforms, consistently exceeding Hyundai KPI targets with 95% response rate within 25 minutes against 80% benchmark.
- Acted as frontline brand voice, delivering conversational, platform-native copy and reactive content aligned with evolving tone of voice, internet culture and audience expectations.
- Engaged audiences across public replies, DMs and comment threads, shaping and sustaining conversations through active participation across multiple touchpoints.
- Created culturally relevant, reactive content in response to trends, viral moments and audience behaviour to drive engagement and visibility.
- Balanced humour, brand personality and risk, applying sound judgement to maintain appropriate tone across both light-hearted engagement and sensitive situations.
- Escalated high-risk or complex issues appropriately, ensuring consistent brand presence and effective stakeholder communication in fast-moving public environments.
- Identified opportunities for reactive, conversation-led content, contributing to increased engagement and community growth
- Supported campaign and competition activity through real-time community management, including engagement execution and winner communications.
- Monitored social conversations and audience sentiment using Brandwatch and Hootsuite, contributing insights to inform engagement and optimisation strategies.
- Collaborated with internal teams, agencies and stakeholders to ensure consistent messaging across campaigns and platforms.
- Demonstrated strong understanding of platform dynamics and limitations, adapting tone, format and approach across different social channels.
Customer Sales Advisor
The AA
Newcastle upon Tyne, Tyne and Wear
2019.10 - 2024.02
- Evaluated 900 customer interactions to identify behavioural trends and friction points for service improvements.
- Pinpointed breakdowns in the customer journey and recommended enhancements for better messaging and user support.
- Guided new team members through onboarding with live coaching and feedback to boost performance.
- Maintained high performance, achieving top-rated evaluations and ranking among department leaders.
Education
GCSEs and A-Levels -
The Northumberland Church of England Academy
NorthumberlandSkills
- Conversational copywriting
- Community management
- Trend-driven communication
- Brand storytelling
- Crisis management
- Editorial judgment
- Social listening
- Content opportunity identification
- Cross-functional collaboration
- Social listening tools: Brandwatch, Hootsuite
- CRM systems: Siebel
- Microsoft Office: Excel, Word, PowerPoint, Outlook
Awards
- “Extra Mile” Award – awarded twice for consistently exceeding performance expectations in a high-volume, customer-facing environment
- AA Award nomination – recognised by Team Leader for strong overall performance and contribution to role objectives
References
References available upon request.
Timeline
Social Media Community Manager
The AA & Hyundai Motor UK
2024.02 - Current
Customer Sales Advisor
The AA
2019.10 - 2024.02
GCSEs and A-Levels -
The Northumberland Church of England Academy