Tim Hortons' CMO credits her time at an agency for teaching her how to be an effective client. By experiencing firsthand the impact of clear (or unclear) briefs and direction, she learned how to partner effectively with creative teams once she moved to the brand side.
When stretching an iconic brand like Tim Hortons with celebrity partnerships, the leadership team proceeds "eyes wide open," accepting that not every customer will approve. This prevents analysis paralysis and allows the brand to evolve without being held captive by the need for universal consensus.
Instead of focusing solely on new promotions, Tim Hortons achieved 17 quarters of growth by fundamentally improving its core offerings, like adding more apples to its apple fritter and ensuring coffee consistency. This builds a solid foundation for future expansion into new categories.
Reflecting on her growth, Tim Hortons' CMO identifies becoming more patient as her most significant evolution. For ambitious leaders, learning that not everything must be accomplished at once is a crucial shift that improves strategic focus and reduces organizational churn, even if some initiatives remain on the back burner.
Tim Hortons' CMO secured her first agency job by researching firms that had recently won large new clients. She proactively reached out for coffee, pitching herself as a solution to their immediate and obvious need for talent to service the new business.
Tim Hortons' CMO embraces the pressure of managing a beloved brand as "positive anxiety." She internalizes the stress while presenting a calm, confident front to her team, similar to a duck serene on the surface but paddling furiously underneath, preventing her stress from impacting team morale.
The Tim Hortons CMO views her personal brand not as a passive trait but as a conscious leadership choice, focusing on being empathetic while projecting confidence. She maintains this through dedicated self-reflection during activities like exercise and playing piano, ensuring her actions consistently align with her stated values.
Instead of typical corporate offsites, the Tim Hortons marketing team spends a day at one of its children's camps. They participate in team-building activities designed for campers, directly connecting their daily work to the brand's larger purpose and strengthening internal bonds through a shared mission.