Eben Marks

I lead SmileBack's efforts to make our customers as successful as possible when using our services.

• Managing customer support and accountable for performance as measured by our Net CSAT Score
• Providing in-depth consultation to customers through individual calls, and presenting to larger audiences in webinars
• Owning communications with subscribers through our newsletter and other messaging channels
• Defining, measuring and acting upon indicators of at-risk subscriptions to keep churn low
• Leading on gathering customer insights and feeding them into the Product team, as well as providing product requirements and user stories myself
• Leading constant process improvement in the customer team

I acted as the users' champion inside the organisation and handled front line customer support.

• Reduced incoming support requests by 25% by revamping and expanding FAQs list into a comprehensive help centre.
• Analysed feedback to map pain points in our customer journey.
• Edited the user newsletter and outperformed industry average open rates by 100% and click rates by 150%.
• Created and tested new pre-written communications to improve results when demanding fees from image users.

Responsible for generating media coverage of the organisation's largest work area and largest single fundraising event.

• Turned information on complex issues into memorable press releases and quotes.
• Ghost wrote articles and blog posts for the Chief Executive and senior staff.
• Worked closely with partners like other departments, service users and polling companies.

Developed stories on a range of issues, including writing releases and approaching journalists.

• Responded to issues in the news.
• Managed the media team Twitter account.

PR and public affairs.

• Took part in pitching stories and interviews on behalf of clients.
• Researched and wrote policy briefings for clients so that they had up-to-date information on issues relevant to their area of work.

Won award for best dissertation in International Relations.

President of Amnesty International society.

Wrote for the student paper and co-hosted a show on student radio.