3 minute read time
Staffer Q&A with Customer Experience Programs Manager Ros Hodgekiss
In our new Staffer Q&A series, we sit down with staffers to find out the “who” behind Campaign Monitor, get a sneak peek into new features and projects they’re working on, and find out how they got to be so awesome.
To start off, Ros, can you tell us what you do at Campaign Monitor?
I’m Customer Experience Programs Manager at Campaign Monitor, which means that I run a global team tasked with reaching out to many of our valuable customers and guiding them to successful outcomes. In addition, the Customer Experience team plans and executes on a variety of retention and growth strategies. In the works are new customer onboarding videos, as well as virtual and live events in our respective regions.
On the Customer Experience team, we have Brooke, Javi, and Shireen, our customer retention champions. It’s so cool working with them, especially as they have so much skill and drive when it comes to helping our customers excel at using Campaign Monitor.
Sounds like you have quite a bit of responsibility! What activities balance you out when you’re not at work?
While I have ongoing interests like travel, photography, and—insert chuckle—travel photography, like many Australians, my extra-curricular life is generally defined by the seasons and therefore spent outdoors. I’ve returned to sailing with a passion after a six-year hiatus, which is to say almost every Friday, Saturday, and Sunday of the last three months has been spent on the San Francisco Bay. My dream is to skipper an all-female sailing crew—so, you know, big ambition equals big commitment.
In winter, I’m perpetually sneaking off to Lake Tahoe with my beat-up skis. I also have a group of fellow Aussies conspiring to hit Japan pow during the holiday season, so that may well happen before the year is out, too.
Finally, I’ve been an American Red Cross disaster responder for five years now. At present, I lead a monthly volunteer orientation and very occasionally respond to fires in the city.
Now that we know you’re insanely busy, what projects are you currently working on for Campaign Monitor?
My favorite in-flight project is always my team. That’s a given. Maintaining a culture of volunteerism and doing good in the San Francisco office through the Giving Back program is also an ongoing project that gives me a lot of satisfaction.
But apart from that, a more tangible project I’m excited about is Campaign Monitor 101.
I’ve contributed to this new onboarding and training video series under the auspices of Kalyn New, Customer Marketing Manager at Campaign Monitor, and we’ll be launching this with all sorts of fireworks later in September. It will be great to see how it moves the needle when it comes to our customer experience.
Assuming you may not even have time for these things—what’s your favorite book, movie, or album of the year?
Janelle Monae’s “Dirty Computer“ is a fabulously NSFW treat, and her live show this year was a total knockout. I’ll put this to print now, but I haven’t heard Blood Orange’s new album yet, and something tells me that it’s going to be next-level music.
As for favorite book, there’s “How to Change your Mind,” by Michael Pollan. I’ve also just started reading the “Three Body Problem” by Liu Cixin and think I have a strong contender on my hands already.
Our readers are dying to know: What’s your spirit animal?
The garuda.
