Kim Proctor
Summary
- Entrepreneurial marketer with success in growing customer loyalty, using innovative approaches to grow web traffic and next generation marketing in B2C environments.
- Experienced manager and leader --managed staff size of 30. Successfully lead customer service department through complete change of strategy and execution.
- Passionate about implementing proven strategies and tactics, plus developing new ideas and measuring the impact of all efforts.
Experience
Director, Web & Customer Relationship Marketing Customers That Click Boston, MA 2005-Current
As principal consultant, created custom communication plans with cutting-edge marketing and loyalty building techniques that impact customer value across a wide variety of industries.
- Grew customer retention up to 40% for client businesses by improving offline and online communication messages, adjusting to the right frequency and delivery method to fit customer needs and preferences.
- Engaged up to 21% of customer base in a customer evangelism program that reached local media and grew business visibility; secured local media coverage as a result.
- Improved return on investment of marketing campaigns by editing communications to be more specific, effective and related to customer needs. Adjusted marketing mix for maximum impact vs. cost.
- Launched proprietary market research strategies to grow customer loyalty and increase understanding that drove business planning and quarterly sales efforts.
Web Marketing Director csmonitor.com
The Christian Science Monitor Boston, MA 2007-2008
Primary leadership in web marketing and traffic growth strategies for the website (csmonitor.com) of the international Pulitzer-prize winning daily newspaper. Main focus included: writing new marking plan to establish path to reaching revenue goals, partnership plan and providing thought leadership regarding web traffic and marketing and staffing.
- Saved 19% of marketing budget and grew ad revenue by implementing new viral marketing program and lobbying for changes to site presentation. The impact of these new programs and efforts were measured with visit duration and related metrics.
- Improved website customer service by 25% by streamlining and improving the email customer service process, creating customizable templates and making a new process to provide customer service with information on website changes and other key information in a timely fashion.
- Developed the organization's first-ever customer feedback surveys to collect information that directed site and staffing changes as well as new product development plans.
- Implemented two new ad revenue sources within 6 months --inside the viral marketing tool and email newsletters.
Director, Customer Service
The First Church of Christ, Scientist Boston, MA 2004-2005
Led a staff of 30 through change management process from transaction-based to relationship-based customer service. United employees around new orientation to increase customer value and retention by crafting and communicating the new vision with relevant department goals and strategies.
- Improved the customer experience while advancing employee development, opportunities and satisfaction. Lowered customer wait time by 29% by eliminating 10 separate phone queues and training agents to manage any type of call rather than keeping queue-specific agents.
- Championed process to unify give disparate transaction systems into a cohesive customer-focused database.
Marketing Manager
spirituality.com Boston, MA 1999-2004
Led 3-person strategic team responsible for developing and managing a new website; managed business and marketing responsibilities. Drove site development priorities by gathering and leveraging customer insights gained from traffic analysis and market research. Worked closely with editorial,designers and developers to ensure goals were met.
- Built traffic from zero to one million unique users per year within five years with a very small budget and creative customer relationship and viral marketing strategies.
- Improved customer loyalty by launching an outbound customer welcome program.
- Drove repeat traffic by managing site design, architecture and usability.
Senior Account Executive
Hill, Holliday Advertising Boston, MA 1998-1999
Managed, guided and trained team responsible for national and regional multi-media ad campaigns on strategic and implementation levels. Worked for clients: Priceline.com, Auto Nation USA (including Web site), and Dunkin’ Donuts.
- Improved national and regional outdoor advertising management, clarity, communication and tracking in 35 markets with a comprehensive tracking system; reduced margin of error to 0%.
- Developed an innovative system for competitive brand and industry/category analysis; analyzed, developed and presented key implications to stakeholders.
- Increased organization and efficiency by developing new templates for creative and strategy documents, new initiatives, and reports to keep client and agency contacts better informed.
Account Executive
PGC Advertising Dallas, TX 1995-1998
Responsible for supporting 3 brand managers and all their advertising needs in a timely fashion. Facilitated daily communication with client and team related to new product launches, evolving strategies, market research, product testing and competitive environment analysis. Worked for clients: Sara Lee, Sewell Motor Company (including Web site), and Glamour Shots (retail photography franchise).
- Autonomously managed development, execution, maintenance and tracking of multi-dealership Web site in the early days of the World Wide Web.
- Developed and executed broadcast and print advertising for multiple clients with exacting timeliness and within budget parameters.
Education
Bachelor of Science in Marketing
Bryant University—Graduated Magna Cum Laude; Delta Mu Delta, National Honor Society
Continuing Education
University of Massachusetts, Emerging Leader graduate level program
Customer Co-Design Facilitator in Training
Industry conferences and events
Plus, I read one business book a month
