Kristin Guthrie Email & Phone Number

Dallas, Texas, Us

JBB Advanced Technologies (& subsidiary Tronic) - Tronic is a VC backed SAAS company that helps brands integrate blockchain and digital wallet capabilities into their existing loyalty programs; facilitating gamified rewards, community engagement and loyalty benefits through all phases of the customer lifecycle.

San Diego, Ca, Us

Led Marketing and Customer Experience for ICW Group. Responsible for the planning, development and execution of the organization's marketing, advertising and CX initiatives. Including market creation and expansion, account based marketing, demand generation, and digital strategy.- Oversaw, developed strategies for, and helped execute online and offline marketing initiatives, integrating online and new media, email, print, direct mail, social media, company websites, SEM/SEO strategy development (Facebook, LinkedIn Navigator, Twitter), brand awareness, drip marketing, and partnership marketing initiatives.- Managed the strategy and creation of all internal and external communications, branding, PR, and advertising with a focus on acquisition and retention strategies.- Developed and executed Go-to-Market launch plans for all products and services, including strategic direction, ROI analysis, value chain identification, customer segmentation, and customer engagement campaigns.- Led the strategic enterprise planning and execution of our CRM strategy and technology using Salesforce.com.- Managed the contact center strategy, conducted related technology assessments, provided customer service training, and handled workforce planning and deployment of enterprise solutions.- Curated market intelligence to identify key audiences, their buying behavior, and their primary challenges and opportunities. Synthesized these deep insights to guide product development and inform the creation of buyer journeys, personas, and value propositions.- Developed and championed the organization's long-term customer experience vision.- Collaborated with product, sales, and service leaders to enhance existing experiences and address new challenges through Design Thinking methodologies. Outlined service journeys via Service Blueprinting and executed multi-region projects to achieve the envisioned customer experience.

San Diego, Ca, Us

Built a world class Customer Experience team. Strategically positioned the company for sustainable growth and market differentiation: embracing CX tools, methodology, culture, and mindset. Including the development of a customer experience certification program, service blueprinting, quantitative research, and new service introduction.• Authored and implemented market research data collection mechanisms to gather customer feedback (VOC) and customer insight across all touch points and customer segments.• Defined and executed the customer experience strategic plans: 5-year HOSHIN; mission, vision, and values; resource plans and ROI.• Identified CX North Star(s) – best predictive measures to influence new sales/win rates, retention, and agent submissions (quote funnel).• Developed internal employee CX certification program to raise CX expertise throughout the organization: empathy, journey mapping, competitive intel.• Successfully launched a new and differentiating service/product; exceeding adoption expectations by 200%+, equating to a potential revenue impact of $159M.• Drove the roadmap, strategy and execution of lifecycle marketing to onboard, engage, and retain customers and channel partners with personalized, targeted and relevant experiences.• Developed a proven playbook of customer lifecycle, and retention strategies that have improved LTV’s.• Created detailed customer journey maps, service blueprints and personas based on key data, competitive insights, and targeted outcomes to produce a holistic view of engagement touchpoints.• Architected services and support delivery models that aligned with customer segments, delivered customer value, and scaled with growth projections.• Combined customer sentiment data with key operational data to reveal insights that connected customer experiences to revenue.• Mobilized the organization to integrate customer-centric work through data-driven insights, executive decision making, and engagement strategies.

New Brunswick, Nj, Us

As a Rutgers' University Adjunct Professor and Founding Board Member of the nation’s first graduate-level Customer Experience Program, I educated professionals on Customer Experience. Content included customer experience strategy, customer and persona insight development, journey mapping, market analytics, facilitation skills, change management and market strategy. By providing real-world curriculum, I helped foster the leadership qualities needed to drive business success in today’s rapidly evolving, customer-driven global economy. The Customer Experience Certificate program at Rutgers is offered in connection with the Masters of Business and Science Degree and the Professional Science Master's Degree.

Charlotte, North Carolina, Us

Led the Customer Experience organization for the $4 billion Air Transport and Regional Business. Chosen to build a customer experience team from the ground up. Responsible for seeking innovative and cost effective solutions to improve the AT&R customer experience, to include: increasing customer satisfaction, sales effectiveness, marketing effectiveness and ensuring the SBU’s customer-centric strategies and metrics are continually improved. • Implemented a consistent approach to gathering customer and associate feedback across all touch points (OEM surveys, C&PS, online, call center, social media, mobile, email, training academy, TAMs).• Provided data driven strategic and tactical leadership to increase marketing and sales effectiveness as measured by company revenue, profitability, market share, customer acquisition and retention.• Established holistic end to end processes and systems to measure and analyze feedback and draw insights to identify customer experience gaps and opportunities – making it actionable through strategic partnerships.• Built a customer portal to enhance CX & aftermarket revenue, which resulted in increased sales and CSAT; equating to a potential revenue impact of $1B.• Led product and strategic marketing teams to drive successful development, launch and adoption of SaaS solutions.• Led and designed strategic and tactical initiatives to implement and improve customer experience.

Charlotte, North Carolina, Us

Evaluated ATR markets to identify “winners”, white space opportunities, and to develop strategies to maximize operational income. Oversaw voice of the customer (VOC) initiatives incorporating results into sales pursuits, RDE prioritization and customer service. VOC determinations including: willingness to pay, next best alternatives, segmentation, quantified customer needs, value prop and Greensheet development, value walks, and black hat scenario planning.• Utilized critical market & competitive research to segment and define target markets and implement the best market-penetration strategy.• Positioned ATR products for growth by leading effective 5-yr STRAP and RDE prioritization efforts.• Conducted and analyzed market research to determine risk and marketability of potential products and product features.• Nominated by senior leadership team to participate in Aero wide Human Factors initiative, including the development of the company’s user experience (UX), branding, and go-to-market efforts.• Facilitated global strategy and requirements development for customer relationship management; Coordinated with product managers and IT teams to develop a roadmap for technologies to improve customer experiences and reduce internal resource time.

Spearheaded the sales and marketing organization for the $650 million Customer Service Business. Cultivated long-term service and business relationships with Citation jet buyers. Evaluated the market for aircraft services, identified revenue opportunities, and created strategies to fuel growth. Devised the company logo, tag line, and branding. Oversaw marketing campaigns incorporating direct response, sponsorships, print advertising, PR, eMarketing, social media, SEO and other relevant tactics.

Orchestrated planning and implementation of continuous improvement efforts aimed at sales and marketing. Managed and monitored projects pertaining to intrinsic value, return on marketing investment (ROMI), productivity, cost reduction, margin and revenue growth, and value stream analysis.

Collaborated cross functionally to achieve a cohesive and effective enterprise IT and CRM strategy. Instituted a CRM platform for sales and marketing, increasing sales effectiveness. Led the Salesforce.com rollout for Sales & Marketing including functional requirement identification and prioritization, change management, UX and adoption.

Created strategic and tactical marketing plans, allocated a $4 million budget, and employed product strategies designed to fuel revenue and profit recovery. Directed campaigns that incorporated all forms of print, online, direct response, partnership, and broadcast marketing and advertising.

Romeoville, Il, Us

Established the Protection One Marketing Services Division complete with operating strategy, staffing, policies and procedures, and distribution channels. Managed the Protection One marketing communications strategy, a $2.5 million budget, branding, marketing studies, and competitive research. Arranged the design and maintenance of the company website.

Romeoville, Il, Us

Led the development of all direct response efforts including print, digital, media planning (commercials, radio, billboard, airport dioramas, etc.). Managed affinity relationships to optimize cross-selling opportunities.

Dallas, Texas, Us

Led the consulting training business. Transformed the center from a 14-year, 35% loss record to break even within 1 year.

Miami, Florida, Us

Led the training center business including both B2C and B2B direct marketing & sales. P&L management, course development, business planning and operations. Converted a -3% profit margin to 60% in 1 year, surpassing the company average of 9%.

Master Of Business Administration - Mba, Marketing

Bachelor Of Science - Bs, Marketing