The Life of a Twill Marketer

At Twill we believe in giving customers a look behind the curtains of what makes a start-up tick – in past blogs we’ve looked at a day in the life of our customer care team and our sales representatives. Now it’s time to talk to Twill’s marketing team, specifically Kasia Kuchnowska, our Marketing Coordinator, about her role at Twill:

What does a normal day look like for you?
“Normally, I come to the office and scan my emails to see what will be on my to-do list for the day. Then I join our ‘huddle’ – this is like a team meeting where we update each other on our priorities and I outline all the marketing activities happening on a daily basis. After this I check on all the social media activities, social channels, number of updates, followers, publications etc. From there I jump to localised marketing and catch up with a few countries about events, press releases, email marketing and other campaigns around new launches or expansions.

“Then after a delicious lunch at Twill, I will jump to different meetings with designers and the product or growth teams on everything from when we plan to go to a new country, to the wider growth of the company. At the end of the day, we will work on optimisation of certain things within our marketing activities based on the data that we gather. This could be tweaking our website to showcase Twill more from a customer perspective, and we also have a calendar of blog content (like this one!) which we feed all of this work into. There’s a lot of coffee and tea in between all of this of course!”

What is your favorite part of the day?
“Aside of having our office dog Roxy around and playing with her, it’s when I get to talk to new countries as we continue to expand. On those calls and in those meetings I see the spark of opportunities when we talk about Twill and the opportunities that the new offices have to transform their country in terms of freight forwarding and transforming logistics.”

How is your day different from other Twillers?
“I think in a lot of ways my day is very similar to other Twillers – because we are all ultimately working to make the experience of our customers better; we just have different ways of doing it. In my case, our marketing work is often the first thing our customers see of Twill. We present the external face of the company – the brand language and communications.”

Who do you interact with most within Twill on a daily basis?
“I collaborate a lot with our product team, including the designers, as we want to provide an end-to-end journey for our customers – from the moment they see our campaigns until they see the invoice in our platform. Having synergy with the various tech Twillers really helps me figure out the best solution in updating and aspect of our platform or process. I work closely with our Customer Care team too because they talk to our customers every day and can provide really valuable input into our marketing. Of course working in the role that I do, I will usually talk to people from across the business at some point.”

How is Twill different from other places that you have worked at?
“Twill is really great at utilising the data we have available to help understand customer behavior and then use it to improve our platform. This process is continuous whereas in other places this might be a ‘once a month’ activity.

“I also believe that Troels, our CEO, brings very high standards. He always questions you every week: what is happening, what results have we gotten, which pushes us to innovate a lot. The openness for innovation is always there, you can come up with the craziest ideas and there will be two follow up questions to check if your logic works, and if it does work you have an opportunity in front of you – and it’s safe to say that you very rarely hear no as an answer.”

How do you interact with customers in your role?
“I am lucky enough to be able to meet our customers regularly through customer interviews that we often carry out in order to get feedback and create new content. I also sit in and observe sales meetings sometimes. It’s always a good way to see the reactions of customers, their stories and how our Twill platform has really impacted and improved their way of working.”

What do you think makes a Twiller?
“I think Twillers have a willingness to innovate and push the boundaries. Life is about taking opportunities when they arise and making something out of them – Twill is a place where opportunities are presented every day. The most important thing is that Twillers think simple and search for the simplest, most straight-forward solutions to any problem. Our motto, after all, is ‘shipping made simple’.”

‘Paws for thought’ – Introducing Roxy, Twill’s Chief Entertainer!

Meet Roxy, possibly the friendliest member of the Twill team…a four-year-old American Staffordshire:


Very much one of us Twillers, here’s her perspective on what it’s like to work at Twill!

So my friends at Twill asked me to get my thinking cap on for once and give you some behind the scenes info on the Twillers.

I generally come into the office four days a week with my owner, Barbara – she’s the Head of Operations (I’m very proud!). Initially, I wasn’t sure when she mentioned coming into work with her at Twill.

“It’s all about logistics,” she said. For a dog like me, isn’t that really complicated?

“You’ll spend lots of time with other humans,” she said. Don’t get me wrong, I love them, but humans at work – they’re just all stressed out and ‘I don’t have time for that’; aren’t they? What chance do I have with corporate folk? They’ll all be stiff suits, anagrams and ‘meetings about meetings’ – no thank you!

Well, on my first day in the office I realized just how wrong I was. The Twillers weren’t any of those things. Not a stiff suit, bored face or frown in sight!

These people laugh at my tricks. They don’t take themselves too seriously or make things complicated; and they can’t pass me without giving me a stroke.

If I’m not with my coworkers, then I can be found lounging in my bed, playing with toys or with a fellow Twiller – everyone has their strengths, right? I get stopped around the office for a hug and people just can’t pass me by without pulling a funny face or cracking out a big smile!

I chill in the meeting rooms on the puff chairs (so comfy) to keep the mood light. If somebody ever starts to look puzzled or stressed out then I’ve got the distraction technique down. There was one meeting where I caught up on some much-needed sleep, and when I started to snore really loudly everybody cracked up. That was a win-win situation where the humans remembered to not be so serious – success!

I’ve now been here for over a year and I’ve done such a good job that I’ve been given a very important role at Twill. I’m Roxy – Chief Entertainer. I’m four years old, so I have A LOT of energy, and I’m not your typical colleague…

The humans say I’m an extrovert. All I know is I love playing and being around people – and I love it when the whole Twill team is together!

Barbara also tells me that the Twillers are much calmer and happier when I’m around. Regardless if you’re a ‘dog person’ or not, I get on with the people in my office in different ways. I think I remind them that it’s good to take a break to laugh with each other, catch up and remember to have fun. It’s certainly a super fun place to spend my days!

One thing that is serious at Twill though is simplicity. This logistics business that Barbara talks about might be complicated for a dog like me to understand, but hey, we’re all working to make shipping simple, right?