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Ep. 13
“If you stop learning, you stop leading.” In this episode of Type A: Unhinged, Nate and Di sit down with Kayla Brown, Director of Customer Lifecycle at Hibbett, to audit what it really takes to scale a career and a tech stack in the high-velocity world of retail sneakers and sports.
Kayla has been at Hibbett for eight years, moving from Email Marketing Specialist to Director—a rare feat in an industry where “jumping ship” is the standard. We dive into her “Yes, And” mentality and how she manages a massive plate that includes CRM, Loyalty, Email, Mobile, and Paid Media.
The Audit Highlights:
The AI Intern: Why Kayla tells her team that AI is the “intern,” not the specialist. We discuss how to use tools like DaVinci and Movable Ink to evolve roles from execution to strategy.
The Conference Survival Guide: How Kayla treats the conference circuit like a product launch—complete with color-coded calendars and “transition blocks” to protect her Type A energy.
Life as a CRM Program: Kayla reveals her “unhinged” secret to work-life balance: treating work as “Acquisition” and personal life as “Retention.”
The Click Rate Controversy: Why focusing on clicks is a distraction for multi-channel retailers and how Hibbett uses loyalty data to track the “surgical assumption” of in-store conversions.
The Pomodoro Pivot: Nate and Di introduce Kayla to the magic of Pomodoro timers (and the high-performance “ding” of checking off a task).
