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’.”