Tim Nash

At Spacetalk I was the sole Social Media Manager. This meant I was responsible for the management of all of our social channels and the development of content for them.

I worked closely with the stakeholders to develop a social strategy for the business, presenting this to the CEO, and then the global marketing and customer service teams.

I have since been responsible for executing this strategy for our core market - Australia, as well as adapting that strategy for UK, US, and EU markets.

As well as being a platform manager and digital content creator, I was also responsible for managing customers on our social channels.

Within this role I also:

• Developed marketing content such as blogs, promotional materials and advertisements for social media.
• Analyzed and reported social media and online marketing campaign results.
• Engaged relevant influencers to build brand awareness.
• Conducted regular updates to social media profiles to boost company online presence.
• Worked with department personnel to deliver brand consistency in social media messages.
• Communicated with followers to promptly respond to queries and monitor reviews.
• Managed the design team to generate original content and moderate online community members.
• Conducted research to determine current benchmark trends and audience preferences.
• Designed and implemented social media strategies to align with business goals.
• Advised employees on content creation best practices.
• I was also involved in marketing photo and video shoots, filming behind the scenes footage to share on our social channels.
• And finally alongside my own video editing work, I recorded and provided voice-overs for a number of videos, including How-To guides and promotional materials to support product launches.

As the Go-to-Market (GTM) & Social Specialist for Telstra Digital, my role was primarily focused on ensuring the successful delivery of the My Telstra App updates to the public, as well as internal stakeholders.

The My Telstra App is Telstra's primary self service tool and as such ensuring critical updates made it to market in a timely fashion, and informing customers was vital.

My role in this space involved:

• Coordinating all product owners and project managers to ensure their work was represented accurately and clearly in GTM releases.
• Managing the Master Comms Plan for each update (at minimum monthly).
• Engaging copywriters, visual design, producers, and legal approvals at the relevant parts of the process.
• Copywriting myself where needed, and proofreading and approving that written by others.
• Organizing mass customer communications (SMS, Email, and Push Notifications).
• Providing the business with risk assessments for aforementioned communications.
• Liaising with stakeholders in customer contact centres to ensure customer channels were aware and prepared for the resulting influx of traffic.
• Working with the Corporate Comms team to promote key features on our social channels. This included sourcing appropriate imagery, detailing product and service flows, and approving copy for social channels.
• Reporting in to the business on the success and growth of the app user base. This included in depth analysis on trends and causes for spikes/drops in activity overall, and per delivery channel.
• Creating work instructions, news updates, and knowledge base articles for internal systems. These are used by frontline staff globally.
• Reviewing app store reviews and providing analysis back in to the business weekly, to identify customer pain points and areas for improvement.
• Responding to customers directly via both the app store, and a special mailbox customers with complex issues are referred to.
• AdHoc data analysis and management - often times I was required to build and/or analyze large quantities of data to improve customer experiences or inform GTM initiatives.

• Designed and executed social marketing strategy across multiple digital platforms
• Developed and launched Telstra Periscope (Live Video) channel
• Designed and managed Telstra Digital's Facebook Live Video strategy
• Performed on-camera in Live Broadcasts
• Produced and oversaw all live broadcasts out of Adelaide on Facebook & Twitter
• Created service and marketing content for Facebook, Twitter, and CrowdSupport (Telstra's online community forum)
• Created and curated FAQ, How-To, and Self-Help guides for Digital Communities
• Managed Digital Community on CrowdSupport, including engaging directly with community members
• Developed and managed Social Video Response program (one to one customer interactions via video on Facebook & Twitter)
• Video & Imagery creation and editing (Adobe Photoshop & Premiere Pro)
• Responsible for Weekly & Monthly reporting on social marketing performance
• Created and published video and written content for internal comms
• Represented Telstra's Social Media team in presentations to internal and external stakeholders (including Government and Enterprise customer visits)
• Created customer facing How-To videos to guide customers through the installation of a range of different devices including multiple nbn Modems, and Wi-Fi boosters. My videos are among the most watched videos on the Telstra YouTube channel.
• Conducted media training for team members involved with Live Video Broadcasts
• Planned video shoots in studio and remotely by managing production through all stages to completion.
• Managed creative projects from concept to completion while managing stakeholder relationships

• Responding to customer enquiries across Facebook, Twitter and CrowdSupport (Telstra's online community forum)
• Complaint management and resolution
• Onboarding new team members
• Presenting to broader business about the Social Media teams role and responsibilities.

• Management of inbound  Customer Sales & Billing enquiries across phone, email, and instant messaging services
• Complaint management and resolution
• Front Line Support - Advice and assistance for customer facing agents
• Customer Call Back Team - Sales & Billing Follow-up calls