Christina Garnett, EMBA

Customer Success Manager • Community Manager • User Researcher • Salem, VA, US

Market Research

Consulting

Management Consulting

Client Management

Consumer Behavior

Client Communication

HubSpot

Customer Analytics

Customer Discovery

Journey Mapping

Consumer Relations

Customer Experience

Available for hire fromNegotiable

Contracts

Fractional Chief Customer & Community Officer

Christina Garnett is a fractional Chief Customer Officer and advisor known for enhancing customer satisfaction and brand loyalty. Her expertise ranges from Fortune 500 companies to startups, covering sectors from agencies to small businesses. Christina specializes in problem-solving, program optimization, and boosting social media and community engagement to create genuine connections between brands and audiences. Her mastery in social listening, customer experience, and community building is featured in courses by HubSpot Academy, Semrush, and HeyOrca. Christina's practical insights have been shared at INBOUND, Digital Summit, and numerous podcasts. Her thoughts are featured in Adweek, Forbes, The Next Web, PR Daily, Entrepreneur, and Dig

Projects

Teal Connect Community

Created community strategy, launched community, and trained team to further grow and manage it.

Community-Led Content Certification

Co-created Community-Led Content Course: writing script, editing videos, filming, and helping with launch and associated promotional events. See More

Work History

Chief Customer Officer (fractional)

neuemotionOperational Excellence: Developed and implemented a comprehensive operational structure for customer onboarding, enhancing the customer experience and reducing onboarding time. Customer Satisfaction Leadership: Established and optimized Customer Satisfaction (CSAT) and Quarterly Business Review (QBR) processes. Thought Leadership & PR Strategy: Spearheaded PR initiatives, securing coverage for neuemotion and team members in prestigious publications such as Forbes, Digiday, and Content Marketing Institute, as well as securing podcast appearances and speaking engagements to enhance brand visibility. Audience Intelligence Development: Designed and executed a detailed framework for building customer profiles and performing audience intelligence, enabling data-driven decisions and targeted marketing strategies.

Chief Community Officer (fractional)

HeyOrcaCreation: Co-create the social media version of the Community Canvas. Co-design the Social Media Community Foundations and Community-Led Content Strategy Academy courses. Customer and Community Experience: Incorporate customers as experts and thought leaders into HeyOrca's content. Develop strategies for improved social media and community interaction. Find PR opportunities for the team and community.

Chief Customer Officer (fractional)

B Squared Media, LLCAs Chief Customer Officer, likely responsible for developing customer service strategies, enhancing customer satisfaction, and leading customer success initiatives.

Chief Experience Officer (fractional)

TealJun 2024 - Sep 2024 • 4 mosCustomer and Community Experience: - Led the strategic planning and execution of the Customer Advisory Board (CAB), engaging top-tier customers to drive product innovation, and gather actionable feedback. - Designed and launched the Teal Connect customer community, fostering peer-to-peer interactions, enhancing customer engagement, and creating a feedback loop that informed product development and marketing strategies. - Assisted in creation of a customer beta testing directory. Strategy: - Developed and refined detailed customer personas based on comprehensive market research and customer insights, ensuring targeted marketing efforts, personalized communication, and enhanced customer experience. - Mapped out the customer journey across multiple touchpoints, identifying key moments of engagement and pain points, and implementing strategies to optimize customer satisfaction and retention. - Implemented metrics and KPIs to track the success of the CAB and community initiatives. - Crafted tailored communication strategies for different customer segments, leveraging personas to deliver relevant content and drive higher engagement across the customer lifecycle. - Built PR SOP and social listening plan - Crafted team responsibility breakdown for CS, Community, and Social

Principal Marketing Manager

HubSpotFull-time EmployeeOct 2022 - Dec 2023 • 1 yr 3 mosDeveloped community-led growth strategies and lead HubSpot's HubFans advocacy program, creating and launching the Speaker Bureau and co-creating Sales Hub Community Perspectives. Launched and led Magik Makers NFT project to delight and educate community members about NFTs, web3, and the metaverse. Created social media strategy and management best practices for HubSpot Academy. Led advocacy efforts at INBOUND: Correspondents, HubFans/Community Champions and Magik Maker meetups, and the Daily Recap Show with George B. Thomas.

Senior Marketing Manager

HubSpotFull-time EmployeeFeb 2021 - Oct 2022 • 1 yr 9 mosCreated, launched, and led: - HubFans Council and gamified advocacy program - Revenue Council - Advocacy Blog - INBOUND Correspondents Program - INBOUND After-Hours Show with George B. Thomas - HubSpot Academy social media strategy playbook Impact: - Grew HubFans gamified program from 0 to 37k members and 4k+ active advocates and HubFans Council from 0 to 197 top-level advocates across partners and customers. - INBOUND Correspondents created 1,200+ pieces of UGC for 2021 event, 1,600+ pieces of UGC for 2022 event. Strategy: Develop strategy and lead efforts for HubSpot's customer advocacy program (gamified, events, external community, and GTM) Recognition: - 2022 Winner of CustomerX Impact Awards, Innovation Driver Category - Named Top 100 CMA (Customer Marketing and Advocacy) Strategist by Base in 2022 and 2023 - Finalist for CAP Awards, Advocacy Mindset Category - HubFans nominated for two CMX Community 2022 Awards: Best New Community and Best User Group

Education

Davidson College

Bachelor's Degree, English Language and Literature, General

Quantic School of Business and Technology

EMBA

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