The Growth Workshop Podcast
Episode 12, Part 2 - Driving Business Growth Through Customer-Centric Leadership, with Charlotte Smith
Wed, 15 Jan 2025
In Part 2, Charlotte Smith shares how her business, Trilogy International, cultivates a customer-focused culture through strategic hiring, hands-on client collaboration, and aligning leadership with long-term goals. Charlotte talks about the importance of clear market boundaries, leveraging data-driven insights, and maintaining focus on core strengths to foster trust and deliver consistent results. Charlotte’s experiences highlight the pitfalls of short-term thinking and the power of intentional leadership to achieve sustainable growth while building a cohesive, client-aligned team.
Full Episode
Hello and welcome to the Growth Workshop Podcast with your hosts, me, Matt Best and Jonny Adams. In this podcast, we'll be sharing insights from our combined 30 plus years experience and hearing from other industry leaders to get their thoughts and perspectives on what growth looks like in modern business.
We'll cover all aspects of leadership, sales, account development and customer success, alongside other critical elements required to build an effective growth engine for your business. This podcast is aimed at leaders from exec all the way down to line managers. Welcome back. We're here to continue our conversation.
We are thrilled to have Charlotte Smith on the Growth Workshop podcast, an experienced people manager specializing in talent strategies and currently working with Trilogy International. I think quite often the clients that we work with, some of the stuff that we just observe as well in the market is you've got this, yeah, yeah, yeah, okay, yeah, yeah, I know what I need to do. This is my token.
And we kind of walk off and go, right. That feels like a real challenge for those leaders in that space where the business is saying, let's go in this direction. This is great. We're going to have a client-centric approach to the way that we win work, the way that we serve our clients. Great.
By the time it lands on the desk of a junior person who's had their feet under the desk for less than five years, how does that translate?
Well, the how piece, again, if we talk about scaling something back, right? So what you just discussed is, you know, all businesses pain points. We want to go from A to B and move ourselves forward. How, which we've touched on some of the methods and the data-driven behaviors and ensuring that the training is really strong behind that. Yeah.
Even one step before that with your how is, well, what's the profile of the person that we need to hire to ensure that we can actually deliver that? No one does that. No one sits there and blueprints that this is, okay, this is the type of experience, competence. and key traits that we are therefore going to interview to ensure that we can deliver this strategy.
It doesn't connect even right back before that. If I said to half of the leadership teams within the square mile of bank where my trilogy offices are based, have you and your sales leader sat down and mapped the target profile of the person that you want to hire into your team formally again?
minimal to none right so that's an easy thing that you could apply to your leadership team to go okay we know what we want to do we know phase one of how we want to achieve that okay how and who are we going to hire to deliver that and what are our non-negotiables around that because again within any sales professional there is high turnover right yeah
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