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Nice to meet you

My name is Joey Marchy and I'm not your traditional customer experience leader. I've been preparing for this moment since I was 14. My first job was bagging groceries and pushing carts in the Florida sun. Those hot days taught me to be humble and gracious. Working in fast food at the local mall taught me how to hustle and the value of working together as a team. 

I'm wiser now and I've spent time thinking about what I want my life and my career to be. I'm not ready for a new job, I'm ready to solve a problem!

The best are generally the best because they aren’t typical. Because they came at things from a different angle that gave them a unique perspective, which happens to provide more insights than the widely-distributed approaches.
— Jason Fried

I'M NOT SAYING I'M THE BEST...

I do however possess a unique set of skills and approach problems from a different perspective. I ask a lot of questions and collaborate with my team. There are many possible solutions to a problem. I experiment with different ones and try to learn from each.

MY UNIQUE SKILLS:

Here is a list of my best characteristics - empathetic, caring, honest, brutally transparent, strong work ethic, passionate, patient, clear communicator, problem solver, listener, loyal, ability to read people, endlessly positive, persuasive, tenacious. 

 

Why do I want to work at Tuft & Needle?

Tuft & Needle is creating a new type of American company and I want to join you. I want to be part of a company who’s creating something amazing. I’m at a point in my life where I don't want to build my resume. I want to take risks and build something meaningful.

I want to learn new things and say goodbye to the traditional work experience. I want to keep expanding my universe by working with a group of diverse thinkers and creators. If there is a possibility of bringing the Tuft & Needle product, work life and retail experience to Jacksonville. I'd love to be a part of that.


THINGS THAT MAKE ME HAPPY AT WORK

  • Building teams
  • Experiments
  • Setting and accomplishing goals
  • Learning
  • Teaching
  • Facilitating
  • Failing
  • Team building

THINGS THAT MAKE ME HAPPY IN LIFE

  • Making other people happy
  • Improving my community and neighborhood
  • Taking care of people
  • Volunteering
  • Ramen
  • Fresh flowers
  • Cycling
  • My family

Life / Work Balance: My Philosophy

Notice how I didn't say work / life balance? For me, life comes first. Work comes and goes. At the end of the day, month, year, whatever, all you have is your family and friends. I've spent the last 10 years putting work first. All that time and energy never really got me anywhere. Actually, it taught me one really valuable thing: optimizing for continuous improvement.

In work you have to try new things. Sometimes you have a try a lot of new things. Families are about experimentation too. In our family we try to improve each week. Sometimes we fail and have a bad week. It happens. Most of the time we make incremental improvements that are hard to see on a micro level, but when you zoom out you can see things are moving in a positive direction. 

Just like in work, in family life it's important to reflect or retro your experiments. This is where you learn what worked, what didn't, what can be improved and what your opportunities are. We do this daily as a family. It's called Apples and Onions. Each night while we're eating we share what went well (apples) and what maybe didn't go so well (onions). In life and work you have to be reflective so you don't miss the important learnings along the way.


If Tuft & Needle dressed up for halloween they would probably go as...

     
"...a big reason we hit our [financial] goal early was that we decided to invest our time money and resources into three areas: customer service (which would build our brand and drive word of mouth), culture (which would lead to the formation of our core values) and employee training and development (our Pipeline team). Today, our belief is that Brand, Culture and Pipeline are the only competitive advantages we have in the long run. Everything else can be copied.

I've been reading Delivering Happiness by Tony Hsieh and there are many similarities in business philosophy between Zappos, Tuft & Needle and Joey. Check out this passage from the chapter Platform for Growth: Brand, Culture Pipeline


There are also many similarities to how I approach Customer Experience and manage teams...

In my former role as Director of Customer Experience, our team agreed that customer experience will be a feature of our products. We learned early on if we could deliver amazing customer service, we could increase our product retention rates. This was the most important metric for the product team and consequently the CX team. 

As a CX team we defined our mission to be make every customer experience a happy one. As our culture developed we identified our core values as empathy, positivity, service, friendliness and helpfulness. Our mission and core values defined the culture of the CX team and guided our quarterly goal setting sessions.

We also knew that as a team we needed to develop a culture of learning. We hosted bi-monthly meetings to share our learnings and teach each other new things. One week we would have presentations on Introverts vs. Extroverts and the next week we would host a lunch on learn on how customer satisfaction metrics differ from NPS. 

My CX team was responsible for new employee on-boarding, company events, customer training and much more.


Last but not least

Jacksonville is an amazing city but sorely lacks amazing retail experiences. We have great historic neighborhoods with nice boutiques. Few offer the type of customer experience that Tuft & Needle would bring. Jacksonville, while not as big population-wise (1.6 million vs. 1.0 million), is growing at a faster rate than Phoenix (1.4% vs 1.8%). There is a lot of opportunity in our city which has many of the same benefits as your city:

  • low cost of living
  • low tax rates (no state income tax)
  • journalists are eager for tech business stories
  • traffic is not that bad
  • ask me about predictable weather after this weekend :/
  • lots of racial diversity

I guess that's it for my cover letter. I'll leave you with one last thought...

When you walk into the store of the future there will be only one mandate for the employees who work there: to provide an experience so great, that everyone who visits will recommend that store to their friends.
— Death of the Salesman: Why the future of retail is about selling less.