Chief Customer Officer at Interships LLC
Greater Los Angeles Area
- Current
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- Chief Customer Officer at Internships LLC
- CEO, Internet Marketing & Social Media at Customers That Click
- Past
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- Web Marketing Director at The Christian Science Monitor
- Director, Customer Service at Christian Science Publishing Society
- Marketing Manager at spirituality.com
- Account Supervisor at Hill, Holliday Advertising
- Account Executive at PGC Advertising
- Recommended
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20 people have recommended Kim - Connections
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458
connections
- Industry
- Marketing and Advertising
- Websites
Kim Proctor’s Summary
Entrepreneurial marketer with 14 years of experience in:
- leveraging cutting edge platforms and principles like social media to grow customer acquisition and retention
- using innovative approaches to grow web traffic
- the latest and most effective marketing ideas including viral marketing/ word of mouth
- growing customer loyalty and value
- growing customer engagement, gathering actionable feedback and growing customer evangelists
- measuring impact and ROI
Proven ability to build grow internet traffic, profitable customer relationships, revenue, customer retention plus grow a company’s understanding of their customer base for better planning and business decision making.
Worked in B2B and B2C environments.
Blog: www.kimproctor.com
Twitter: www.twitter.com/retaincustomers
Kim Proctor’s Specialties:
Social media, Web 2.0, marketing and strategy, social networking, twitter, internet marketing, viral marketing, email communication, internet strategy, metrics, customer retention, market research, analysis, employee retention, public speaking, customer experience management (CEM), customer relationship management (CRM), usability, change management.
Kim Proctor’s Experience
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Chief Customer Officer
Internships LLC
(Marketing and Advertising industry)
November 2009 — Present (1 month)
* Responsible for entire online experience for all audiences, plus internet marketing including social media, viral marketing and more.
* Building brand new website web 2.0 style.
* Will launch new strategic marketing programs to grow the new company.
More details to come. I'll post when we have the new site live. -
CEO, Internet Marketing & Social Media
Customers That Click
(Privately Held; Marketing and Advertising industry)
September 2005 — Present (4 years 3 months)
As CEO and principal consultant, created custom communication plans with cutting-edge marketing and internet strategies that impact ROI and customer value across a wide variety of industries.
* Launched successful social media programs (twitter, Facebook, blogs, forums, etc)
* Grew conversion rates by 41% by leveraging social media and tailored landing pages.
* Grew customer retention up to 40% for client businesses by improving customer communications across all channels.
* Improved return on investment of digital and offline marketing programs.
* Developed e-newsletters for multiple clients to support strategies like growing repeat business, presenting new research to paying subscribers, and increasing company visibility.
* Grew email newsletter subscriber list by 19% within 2 months of launch.
* Analyzed web stats and customer feedback gathered through proprietary market research methods to drive business decision making.
* Managed the development of 13 new client websites. Defined user experience, site architecture, copywriting, managed designer and developer and made sites SEO-friendly.
* Engaged up to 20% of customer base in an active customer evangelism program to grow business visibility. -
Web Marketing Director
The Christian Science Monitor
(Non-Profit; 51-200 employees; Newspapers industry)
2007 — 2008 (1 year )
Primary leadership in web marketing and traffic growth strategies for the website (csmonitor.com) of the Pulitzer-prize-winning international daily newspaper. Main focus included: writing new marketing plan to establish path to reaching revenue goals and providing thought leadership regarding web traffic and staffing.
* Saved 19% of marketing budget and grew ad revenue by implementing new viral marketing program and lobbying for changes to site presentation.
* 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 more timely information.
* 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
Christian Science Publishing Society
(Non-Profit; 201-500 employees; Publishing industry)
July 2004 — September 2005 (1 year 3 months)
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.
* Lowered customer phone wait time by 29%. Improved the customer experience while advancing employee development, opportunities and satisfaction.
* Championed and began process to unify five transaction systems into a cohesive customer database (CRM database). -
Marketing Manager
spirituality.com
(Marketing and Advertising industry)
1999 — 2004 (5 years )
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 site cohesion and goals were met.
* Built traffic from zero to one million unique users in four 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. -
Account Supervisor
Hill, Holliday Advertising
(Privately Held; 501-1000 employees; Marketing and Advertising industry)
1998 — 1999 (1 year )
Worked for clients: Priceline.com, Auto Nation USA (including Web site), and Dunkin Donuts.
* Managed, guided and trained team responsible for national and regional multi-media advertising campaigns on strategic and implementation levels.
* Improved national and regional outdoor advertising management, clarity, communication and tracking in 35 markets. Eliminated margin of error – every billboard had the right materials at the right time – for the first time in the company’s recent history.
* 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. Reduced client/agency confusion or misinterpretation with clearer documentation. -
Account Executive
PGC Advertising
(Public Company; 11-50 employees; Marketing and Advertising industry)
1995 — 1998 (3 years )
Worked for clients: Sara Lee, Sewell Motor Company (including Web site), and Glamour Shots (retail photography franchise).
* Responsible for supporting three 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 evaluation.
* Developed and executed broadcast and print advertising for multiple clients with exacting timeliness and within budget parameters.
* Autonomously managed development, execution, maintenance and tracking of multi-dealership Web site in the early days of the World Wide Web.
