Melissa Cyrus
Richmond,Virginia
Summary
Experienced Community Operations Manager with a passion for community building, diversity, and advocacy. Skilled in driving engagement, gamification, and fostering relationships with diverse stakeholders. Low ego, creative, resourceful, and a natural bridge builder.
Overview
14
14
years of professional experience
Work History
Senior Manager of Community Operations
Unstoppable Domains
03.2022 - 01.2023
- Led teams of 15 community managers and 6 direct reports.
- Consistently held top scores on leadership and culture-based merits via culture amp internal surveys.
- Created and tested new program activations to strengthen and expand community.
- Developed and executed strategies to build engagement and loyalty programs.
- Led new product launches supporting cross-team communications and external stakeholders.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Worked successfully cross-functional role to strengthen target markets and customer profiles.
- Assisted in development and execution of marketing strategies.
- Conducted market research and analysis to understand customer needs and behaviors.
- Managed social media accounts and developed content to increase engagement.
- Advised in development of email and social marketing campaigns.
- Proved successful working within tight deadlines and a fast-paced environment.
Community Lead
Unstoppable Domains
09.2021 - 03.2022
- Launched new community channels, engaged and grew existing channels (Telegram, Discord, etc.) by creating and distributing informative and entertaining content
- Nurtured community members increasing moderation applications by 50%.
- Created focus campaigns to promote inclusivity and positivity in community spaces.
- Managed customer data using tools such as Sprout, Sprinkler, and Meltwater resulting in better understanding of customer behaviors and personas.
- Collaborated with cross-functional teams to develop and implement engagement strategies that leveraged data analytics and customer feedback.
- Led creative charges behind idea generation for proactive and consistent communication with users about various topics/content/resources across different platforms.
- Developed and launched new programs for member-exclusive services and benefits.
- Managed and grew internal community management team.
- Established deep relationships with community members by creating relevant content and setting internal KPIs that foster product growth.
Founder
Community Starters
03.2020 - 09.2021
- Ground up from day one grassroots community building.
- Launched 12+ successful projects building global communities in 12 months.
- Management and training of diverse global teams.
- Curated, trained, and managed teams of professional moderators to run and manage current and future project initiatives.
- Nurtured community members creating an organic team of brand evangelists and community moderators.
- Project and dev support to facilitate communications between community and internal stakeholders.
- Worked with web3 and gaming initiatives such as Gamestation, Loud Market, Atari, Valiant Comics,
Project Coordinator
Turnkey
01.2017 - 05.2020
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Kept corporate and client information confidential, adhering to data safety measures.
- Developed and implemented project plans and budgets to ensure successful execution.
- Worked with brands to create intrinsic value within their existing communities.
- Worked with chapters on community building and brand alignment.
- Created content, copy, and training techniques in order to onboard new ambassadors.
- Supported fundraising strategies and techniques that nurtured community growth and revenue.
- Executed and planned successful live in-person events.
- Managed teams of volunteers on and off-site.
Team Lead
The Coordinated Event
05.2009 - 01.2017
- Planned and executed hundreds of on-site and virtual events.
- Coordinated with staff and vendors to ensure client satisfaction.
- Acting liaison between vendors, staff, and clientele pre and post-event.
- Managed large on-site and virtual teams before and during events.
- Coached team members in techniques necessary to complete job tasks.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
Education
Business Strategy Program -
Harvard Business School
Boston, MA2022
Bachelor of Science - Psychology, Sociology
Virginia Commonwealth University
Richmond, VA2018
Skills
- Community management and customer support software and platforms: Sprout, Meltwater, Fresh Chat, Slack, Sprinkler, Discord, Telegram
- Exceptional storytelling skills and strong communication skills, both verbal and written
- Data analysis and reporting
- Setting and maintaining relevant KPIs
- Events (Virtual and in-person)
- People Management and leadership
- Experienced in developing and executing engagement strategies that leverage customer feedback and superusers
- Strategic and creative thinker with strong customer-centric approach that fosters and nurtures individuals
- Creating strategies that nurture brand alignment
Quote
Knowledge is power, Community is strength.
Lance Armstrong
Timeline
Senior Manager of Community Operations
Unstoppable Domains
03.2022 - 01.2023
Community Lead
Unstoppable Domains
09.2021 - 03.2022
Founder
Community Starters
03.2020 - 09.2021
Project Coordinator
Turnkey
01.2017 - 05.2020
Team Lead
The Coordinated Event
05.2009 - 01.2017
Business Strategy Program -
Harvard Business School
Bachelor of Science - Psychology, Sociology
Virginia Commonwealth University
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