Erin Baker

Responsible for customer onboarding, account utilization, support, and billing. drive customer lifecycle nurturing strategy, which led to a reduction in average monthly subscriber churn to under 2%. I oversee an integrated help desk and knowledge base, focusing on FCR; maintain a consistent YoY NPS of > 60. Manage multi-channel marketing automation, billing, analytics, and other integrations.

I joined Mango as their first hire to improve SEO, update and maintain a coherent brand and tone of voice for all communications, and develop marketing and lead generation in a 'zero budget' scenario.

Recruited and managed more than 100 long term volunteers while meeting budget and recruitment targets through efficient and ethical volunteer recruitment.