Lori Brooks

About Lori Brooks

Marketing executive with a passion for creating data led brand strategies and customer led processes that deliver growth through revenue generation and customer retention. Strong people leader with a demonstrated ability to identify top talent, build winning cultures and create an environment where team members perform at the highest level. Capitalize on strategic mindset, growth mindset, excellent communication skills and high EQ to develop strong cross-functional relationships that enable more rapid transformation. WHERE I EXCEL• Leveraging technology and analytical insight to drive significant revenue and customer growth• Analyzing market trends and competitive intelligence to develop strategic initiatives• Developing customer communications that build and support a brand• Identifying, leading and mentoring diverse teams• Leading complex, large-scale projects that require cross functional engagement• Relentlessly championing the “voice of the customer” across the enterprise• Launching products and campaigns with a focus on operational execution to enable a seamless customer experienceAreas of Expertise: ESG, Marketing Strategy, Customer Relationship Marketing (CRM), Customer Lifecycle Management (CLM), Customer Experience, Customer Retention Strategy, Revenue Generation Strategy, Marketing, Digital Marketing, Outbound Marketing Operations and Funnel Management, Customer Communications, PR, Media Relations, Digital Marketing, Customer Insights, Market Research, Competitive Intelligence, Channel Sales & Marketing, Channel Operations, Business Intelligence, Integrated Marketing Up / Cross-Sell Strategy, Go-To-Market Strategy, Brand Development & Strategy, MarComm, Mergers & Acquisitions

Experience

1. Vice President Customer Experience and Marketing

   ArcBest

   Jul 2018 — Present · Fort Smith, AR, US

   Expanded role to lead a combined marketing and Customer Experience (CX) organization on a mission of delivering best-in-class customer experiences. Role includes responsibility for CX, UX, CRM, marketing, customer lifecycle marketing, branding, digital marketing, event management, customer insights and analytics, internal communications, corporate communications, public relations and marketing research.Using analytics and customer insights, we develop marketing and CX initiatives designed to attract, grow and retain customers. Through the Voice of the Customer, we identify actionable insights and create initiatives that provide value not only to our customers, but also our employees. Provide Customer Experience thought leadership, equipping all levels of the organization to effectively understand, manage and improve customer experience. Lead a cross-functional team in creating an MDM and Data Governance to ensure the organization has the access and availability to data to make informed strategic and tactical decisions - celebrating the successful development and launch of a unified customer data warehouse. And building an infrastructure, including MarTech, that allows our team to better support the organization including a shift in the role our team plays.

Education

• Missouri State University

  Bachelor of Science - BS, Biology with a Marketing Minor

  1990 — 1995