I'm Nataly Bonato. I help brands build retention engines that drive real commercial outcomes — backed by 15 years, 4 continents, and community programmes built inside some of the world's most recognised companies.
15 years · 4 continents · 13 countries · 7 industries · Iconic companies · Real results
Not a theorist. A practitioner.
I'm a Brazilian-born, London-based community and CX leader. I spent 15+ years on the front lines of some of the world's most community-driven businesses — from scaling Airbnb's host network in Brazil to building engagement programmes across 20 co-living properties in Europe.
What I do isn't just community management. It's building the systems, rituals, and culture that make people choose to stay, refer, and become advocates — and connecting all of that to metrics that boards and investors actually care about.
I bring senior-level expertise. It is my privilege to train your team, consult, build, and execute. From launching a community function from scratch to fixing what's broken to scaling what's working — I work as a true extension of your team.
I consult, build, and execute as a senior extension of your team — bringing strategy, execution, and accountability at whatever stage you're at. Engagements typically run 3–12 months, scaled to your needs.
Design and launch your community from the ground up — engagement frameworks, onboarding journeys, activation rituals, and the team structure to sustain it.
Redesign your support and CX infrastructure — workflows, self-service systems, and feedback loops that reduce operational load while improving the experience at every touchpoint.
Build lifecycle engagement programmes that convert residents and members into long-term loyalists — increasing renewals, reducing churn, and generating referrals organically.
Establish structured feedback loops that turn customer insights into product improvements, operational changes, and investor-ready reporting.
Hire, train, and build community and CX teams with the right structure, rituals, and culture to scale — including interim head-of-function roles during hiring gaps.
Proven track record launching community programmes across multiple cities and countries — from operational setup to cultural localisation.
This is for you if you're a scale-up in PropTech, co-living, travel-tech, or a platform business that needs senior community or CX leadership — but isn't ready for a full-time hire.
You've found product-market fit. Now you need the community layer — the systems, rituals, and engagement programmes that turn users into loyal advocates and reduce churn at scale.
Or perhaps your CX is reactive, you're entering new markets, or you have a leadership gap while hiring. I step in as a true extension of your team.
A focused 4–8 week engagement to solve a specific problem — a community audit, CX redesign, or programme launch. Ideal for urgent gaps or pre-funding milestones.
A part-time embedded role (2–3 days/week) for 3–12 months. I operate as your Head of Community or VP CX — attending leadership meetings, owning OKRs, building the team.
Whether you need a strategic partner, a pair of senior hands, or someone to own your community function end-to-end — let's explore how I can help.