I am a Marketing Automation & Digital Marketing Specialist with a passion for building data-driven customer journeys that boost engagement, retention, and efficiency. I excel in CRM, email automation, segmentation, and multichannel workflows, translating analytics into action to improve conversion and customer experience. I have thrived in fast-paced settings, from supporting 900+ employees at Wise during an unexpected leadership gap to designing full automation setups from scratch for early-stage startups. I am immediately available and eager to contribute to colleagues with clear, measurable improvements in performance and customer satisfaction.…

Belinda Nakiwala

I am a Marketing Automation & Digital Marketing Specialist with a passion for building data-driven customer journeys that boost engagement, retention, and efficiency. I excel in CRM, email automation, segmentation, and multichannel workflows, translating analytics into action to improve conversion and customer experience. I have thrived in fast-paced settings, from supporting 900+ employees at Wise during an unexpected leadership gap to designing full automation setups from scratch for early-stage startups. I am immediately available and eager to contribute to colleagues with clear, measurable improvements in performance and customer satisfaction.…

Available to hire

I am a Marketing Automation & Digital Marketing Specialist with a passion for building data-driven customer journeys that boost engagement, retention, and efficiency. I excel in CRM, email automation, segmentation, and multichannel workflows, translating analytics into action to improve conversion and customer experience.

I have thrived in fast-paced settings, from supporting 900+ employees at Wise during an unexpected leadership gap to designing full automation setups from scratch for early-stage startups. I am immediately available and eager to contribute to colleagues with clear, measurable improvements in performance and customer satisfaction.

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Language

English
Fluent
Swedish
Fluent
Spanish; Castilian
Beginner
French
Beginner

Work Experience

Digital Marketing Internship at FemNEST
August 4, 2025 - Present
Led the development of the company’s first digital marketing campaign from concept to launch, establishing the brand’s online presence. Planned, created and managed social media content across Instagram, LinkedIn, Substack and email platforms, aligning with the brand identity. Built an organised ClickUp workflow for internal content management, redesigned the website structure with a full brief for the web developer (focusing on UX, brand alignment and SEO), and introduced automation strategies to personalise communications (newsletter sign-up flows with dynamic tokens and audience segmentation). Monitored campaign data to refine strategy and improve conversion rates, collaborating with the founder to align strategic vision with execution for digital growth and community impact.
Marketing Automation Specialist at by Benson, Sweden
September 1, 2024 - Present
Independently built and implemented Zendesk chatbot to enhance customer support and internal workload. Maintained and optimised the chatbot, analysing monthly and annual statistics and continuously improving the automated integration for responses to ensure fast, accurate and efficient customer support.
Tour Leader at Intrepid, Scandinavia
May 1, 2024 - Present
Lead small group tours across Scandinavia, ensuring seamless logistics and memorable experiences for international tourists. Prioritised safety, provided guidance in stressful situations, managed budgeting and time, and added personal touches. Promoted responsible travel and sustainability, supporting local communities.
Interim Office Manager & Talent Acquisition Coordinator at Spendesk, London
October 1, 2023 - October 14, 2025
Managed day-to-day office operations and maintained an efficient office environment aligned with company culture. Directed budgeting for office goods and supplies, built and maintained supplier relationships, implemented new processes and systems, and conducted regular risk and safety checks. Coordinated interviews with recruiters, interviewers, and candidates, organised meetings with committees, and promoted sustainability by selecting green vendors and eco-friendly supplies.
Backpacker / Travel Experience at Self-initiated Travel (Backpacking South America)
May 1, 2023 - October 14, 2025
Three-month solo backpacking trip to develop planning, communication and adaptability skills. While volunteering and navigating challenging environments, I learned Spanish and gained experience in independent project management, decision-making and cross-cultural collaboration.
Workplace Community Coordinator at Wise, London
February 1, 2023 - October 14, 2025
Built relationships with 900+ inclusive employees, proactively gathering information to anticipate needs and deliver outstanding service. Managed local and global events (Wellbeing Month, Sports Day, parties) within budgets, and authored weekly updates via Slack, Gmail & Confluence. Served as on-site point of contact for landlord issues, negotiated contracts with vendors, promoted sustainability, and conducted interviews for workplace roles.
Digital Marketing Internship at FemNEST
August 1, 2025 - Present
Took ownership of developing FemNEST's first digital marketing campaign from concept to launch, establishing the brand’s online presence. Planned, created and managed all social media content across Instagram, LinkedIn, Substack and email marketing platforms, aligning tone and design with the brand identity. Developed an organised workflow in ClickUp for internal content management, redesigned the website structure with a brief for the web developer focusing on user experience, brand alignment, and SEO. Introduced automation strategies to personalise communications, including newsletter sign-up flows with dynamic tokens and audience segmentation. Monitored campaign data and engagement analytics to refine strategy and improve conversion rates across channels. Collaborated with the founder to align strategic vision with execution, presenting data-driven insights and creative ideas to support digital growth and community impact.
Marketing Automation Specialist at by Benson
September 1, 2024 - Present
Independently built and implemented a Zendesk chatbot to enhance customer support and internal workload. Maintained and optimised the chatbot, analysing monthly and annual statistics, and continuously improving the automated integration for responses. Ensured fast, accurate, and efficient customer support through automation to deliver a better user experience.
Tour Leader at Intrepid Scandinavia
May 1, 2024 - Present
Lead small group tours across Scandinavia, ensuring seamless logistics and memorable experiences for travelers. Prioritised safety, provided guidance in stressful situations, and managed budgeting and time. Added personal touches and promoted responsible travel and sustainability, supporting local communities.
Interim Office Manager & Talent Acquisition Coordinator at Spendesk, London
October 1, 2023 - October 14, 2025
Managed day-to-day office operations, maintained office budget and procurement, built and maintained relationships with suppliers and vendors, and ensured a safe and well-maintained office environment. Implemented processes and systems, conducted regular risk assessments for health and safety, and coordinated interviews with recruiters. Promoted sustainability through supplier selection and green procurement. Scheduled and coordinated interviews across recruitment teams.
Backpacker / Travel Experience at Backpacking South America
May 1, 2023 - October 14, 2025
Three-month backpacking trip across South America to develop planning, communication, and adaptability skills. Traveling solo strengthened decision-making and organisation, while volunteering helped gain language skills (Spanish) and experience in new environments.
Workplace Community Coordinator at Wise
February 1, 2023 - October 14, 2025
Supported and built relationships with a 900+ employee community, proactively gathering information to anticipate needs and deliver outstanding service. Managed local and global community events, budget forecasting and reconciliation, and wrote weekly engaging communications. Served as on-site point of contact for landlord issues, negotiated terms with vendors, and promoted workplace sustainability. Conducted interviews for workplace positions across offices worldwide.
Digital Marketing Intern at FemNEST
August 1, 2025 - November 6, 2025
Developed and launched the company’s first digital marketing campaign; planned, created and managed social media and email content; introduced marketing automation workflows with segmentation and personalised communication; redesigned the website structure and brief for the web developer; implemented a structured workflow system in ClickUp to improve collaboration.
Marketing Automation Specialist at by Benson
September 1, 2024 - November 6, 2025
Built and implemented a multilingual Zendesk chatbot; independently maintained and optimised the chatbot; ensured fast, accurate and efficient customer support through automation and continuous refinement of response workflows. Collaborated with customer service and data analysis.
Tour Leader at Intrepid
August 1, 2025 - August 1, 2025
Led small group tours across Scandinavia, managed logistics, ensured safety, budgeting and time management, added personal touches, promoted responsible travel and sustainability.
Interim Office Manager & Talent Acquisition Coordinator at Spendesk
October 1, 2023 - October 1, 2023
Managed day-to-day office operations in London, budgeted and procured office supplies, organized committee meetings for events, coordinated interviews with recruiters and candidates.
Workplace Community Coordinator at Wise
February 1, 2023 - February 1, 2023
Built relationships with a 900+ employee community, planned events and wellbeing initiatives, wrote weekly updates, managed on-site landlord issues, promoted sustainability and cost optimization, conducted interviews for workplace positions.
Digital Marketing Intern at FemNEST
January 1, 2025 - November 21, 2025
Launched the brand’s first digital presence and campaigns, achieving 34% engagement and 60% email open rate in week one. Built segmentation-based welcome flows and automated journeys to improve early retention. Managed content calendars across email and social; ran A/B tests on CTAs, hooks and copy. Restructured website UX and improved SEO for a smoother customer journey. Set up ClickUp workflows, increasing execution speed and cross-team coordination.
Marketing Automation Specialist (Intern & Freelancer) at Benson
January 1, 2025 - January 1, 2025
Built a multilingual Zendesk chatbot (14 languages) used by 3.1K customers in year one, resolving 68% of cases without agent involvement. Continually refined automation workflows, improving accuracy, routing and satisfaction. Analysed dashboards monthly to optimise triggers, flows and FAQ patterns. Improved support operations through clearer handovers and automated replies, reducing manual workload.
Interim Office Manager & Talent Coordinator at Spendesk
January 1, 2023 - January 1, 2023
Supported daily operations for a 150-person office, managing budgets, vendors and space planning. Coordinated high-volume recruitment schedules and logistics across multiple teams. Delivered monthly employee events aligned with company culture, improving engagement and attendance.
Workplace Community Coordinator at Wise
January 1, 2023 - January 1, 2023
Managed community engagement and operations for 900+ employees across multiple teams. Led global and local events, sports days, wellbeing initiatives and culture programs. Produced engaging internal communications via Slack, Gmail, Jira and Confluence. Acted as main contact for landlords and vendors; negotiated contracts and resolved issues in a timely manner. Recognised for independently running the office of the then 700+ staff during an unexpected leadership absence.

Education

BSc Degree in Marketing Automation Specialist at YH Akademin, Sweden
January 8, 2024 - December 18, 2025
BSc Degree in Tourism Management at Linnaeus University, Sweden
August 12, 2013 - June 10, 2016
Exchange Year at Université d’Angers, France
August 18, 2014 - June 12, 2015
High School (Sixth Form) Business & Administration at Frans Schartau, Sweden
August 17, 2009 - June 7, 2012
BSc in Marketing Automation Specialist at YH Akademin, Sweden
January 11, 2030 - December 1, 2025
BSc Degree in Tourism Management at Linnaeus University
January 11, 2030 - November 6, 2025
Exchange Year at Université d’Angers
January 11, 2030 - November 6, 2025
High School (Sixth Form) Business & Administration IT at Frans Schartau
January 11, 2030 - November 6, 2025
Marketing Automation Specialist at YH Akademin, Sweden
January 11, 2030 - November 21, 2025
BSc Tourism Management at Linnaeus University, Sweden
January 11, 2030 - November 21, 2025
Exchange Year – Business, Marketing & Tourism at Université d’Angers, France
January 11, 2030 - November 21, 2025

Qualifications

Marketing Hub Software
January 11, 2030 - November 6, 2025
Content Marketing
January 11, 2030 - November 6, 2025
Inbound Marketing
January 11, 2030 - November 6, 2025
HubSpot Marketing Hub Certification
January 11, 2030 - November 21, 2025
HubSpot Content Marketing Certification
January 11, 2030 - November 21, 2025
HubSpot Inbound Marketing Certification
January 11, 2030 - November 21, 2025
Google Analytics Certification
January 11, 2030 - November 21, 2025

Industry Experience

Software & Internet, Travel & Hospitality, Professional Services, Media & Entertainment, Education, Retail
    paper by Benson – Chatbot Development (Bot Anna)

    I designed, built, and implemented Bot Anna, by Benson’s first customer service chatbot completely from scratch on the Zendesk platform.

    From mapping user journeys and conversation flows to writing dialogue and training the AI, I managed every step of the process independently. The chatbot was designed to support customers in 20+ countries, handling multiple languages and product categories across both the website and social media channels.

    To ensure long-term success, I created a detailed internal manual for the team and trained staff on managing and updating the bot. Post-launch, I continuously monitor performance, refine automated responses, and introduced new flows based on user behaviour and recurring support needs.

    Bot Anna now resolves a significant portion of repetitive customer queries, reducing response time, easing pressure on the support team, and creating a more seamless customer experience, available 24/7.