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Kelly Newcomb
Chief Marketing Officer
Professional Background
Kelly Newcomb is a highly accomplished and results-oriented leader whose profound commitment to improving customer experiences has had a significant impact across various roles within the marketing and customer experience industries. Over her dynamic career, she has successfully managed large operations, sales, and customer support teams, ensuring that all customer interactions reflect the highest standards of satisfaction and service delivery. Kelly is particularly notable for her remarkable achievement in boosting the Net Promoter Score (NPS) by 49 points among a customer base of 26,000 individuals. This impressive feat showcases her dedication to understanding and serving the needs of a diverse customer demographic.
In her role as the Chief Marketing Officer at Martindale-Avvo, a prestigious organization in the legal services sector, Kelly has implemented strategic marketing programs with measurable return on investment (ROI). Her ability to recognize gaps in product and service delivery—leveraging customer data, feedback, and touchpoints—has been key to her successful campaigns. She excels at identifying roadblocks and removing them to achieve the best possible customer experience, often creating and motivating cross-functional teams to embrace and execute against various initiatives.
Before ascending to the position of Chief Marketing Officer, Kelly held several strategic roles at Martindale-Hubbell, including National Sales Manager and Director of Customer Experience and Marketing. During her tenure, she not only secured $13 million in renewal sales but also crafted marketing strategies that resonated well with diverse customers. Her leadership within the organization has had a profound impact on the company's direction and success in meeting customer needs.
Education and Achievements
Kelly Newcomb earned her Bachelor of Arts (B.A.) from the prestigious Duke University, where she honed her analytical and communication skills that have become essential throughout her career. Her educational background laid a solid foundation for her understanding of customer dynamics and the identification of key trends that drive consumer behavior in the marketplace.
Over the years, she has gathered extensive experience in customer experience enhancement through various roles at LexisNexis Martindale-Hubbell, including Client Development Sales Manager for the Eastern Region and Corporate Counsel Relations Manager. Her ability to engage clients and cultivate strategic relationships has made her a trusted figure in the industry, known for her commitment to excellence in service delivery.
Notable Achievements
- 48-Point Increase in NPS: Kelly's most notable achievement is her successful initiative that resulted in a 49-point increase in Net Promoter Score (NPS) across 26,000 customers, solidifying her reputation as a thought leader in customer experience enhancement.
- $13 Million in Sales: She has a proven track record of generating significant revenue, securing $13 million in renewal sales through her innovative marketing programs and exceptional customer service initiatives.
- Strategic Marketing Initiatives: Kelly has conceived and executed various marketing programs that have shown measurable ROI, demonstrating her keen understanding of market dynamics and customer engagement. These initiatives have not only improved customer satisfaction but have also led to increased engagement and loyalty among clients.
- Cross-Functional Team Leadership: She possesses a unique talent for building and motivating cross-functional teams to achieve shared goals, thereby fostering an environment of collaboration and success across departments. Her hands-on approach in aligning teams with customer-centric aims emphasizes her dedication to ensuring optimal customer experiences.
- Client Development Expertise: Her extensive background in client development at LexisNexis has allowed her to craft tailored solutions that address the specific needs of diverse clients, showcasing her proficiency in understanding the nuances of customer relations and service delivery.
Through her various roles and responsibilities, Kelly Newcomb has established herself as a frontrunner in customer experience management and strategic marketing, dedicated to elevating customer engagement to new heights. Her ability to listen, empathize, and respond to the unique needs of customers sets her apart as a leading expert in the industry.
