Click here for Tim Courtney’s most up-to-date résumé in Google Doc format, or check out a summary below.
Passionate user- and community-focused marketer who leverages brand superfans to create business value.
I turn users into superfans, and channel their passion and energy into brand and commercial value. I love developing products grounded in customer passion and deliver outstanding user experiences through human-centered design, crowdsourcing, and open innovation. My great attention to detail helps elevate products and experiences from average to amazing.
FREELANCE CONSULTANT; PRODUCT, OPEN INNOVATION, COMMUNITY
TRC ASSOCIATES, LLC
Built self-service training modules for client to leverage shared service resources in global customer service team. This increased level of service and round-the-clock coverage while keeping training costs low.
Conducted market research for a new open innovation program in a global CPG company.
Keynote speaker for Corporate Innovation Summit, Bangkok, Thailand and MBA guest lecturer.
Experience Manager, LEGO Ideas
THE LEGO GROUP
Led content development and launch communication for LEGO Ideas Test Lab, a pilot program for the Ideas and Rebrick communities.
Led a project with Ideas Core Team to conceive and implement a shared Experience, Marketing, and Engagement plan to ensure a consistent LEGO Ideas experience across touch points.
Contributed to new ethics and core values statement, adopted as our department “Participation Promise” to guide how we create and run our experiences.
Collaborated with Project Manager and key stakeholders to design and implement new streamlined Review Process for qualified product ideas, featuring clear milestones and accountability for delivering on-time decisions.
Conceived and launched “10k Club” articles and social campaign to celebrate successful Ideas participants. Led to increase in social and blog engagement.
Community Manager, LEGO Ideas & LEGO CUUSOO
Onboarded and trained new Community Specialist in early 2016, then gradually transitioned daily moderation and engagement tasks to them. Supported the specialist by documenting processes and decision-making models for complex tasks like product announcements and moderation enforcement.
Managed transition from LEGO CUUSOO to new LEGO Ideas platform, including defining user and moderator feature specs and priorities, internal and public communication, user experience flows, and copyrighting, by applying deep understanding of stakeholders’ needs and desires.
Authored and evolved the Guidelines and House Rules, a document that communicates scope of LEGO Ideas products externally in a way that keeps secret the LEGO Group’s strategic decisions and production methods.
Managed daily community operations, contributing to LEGO CUUSOO's 5,400% growth (Oct 2011-Apr 2014), and Ideas 271% growth in activated users between Dec 2014 and Dec 2016).
Balanced interests of the general public, user community, and various LEGO Group stakeholders through deep understanding of each party’s needs and focus on core LEGO values. As a result, internal stakeholders respect the open process, and there is a public reputation for an authentic, open crowdsourcing system.
Led global LEGO CUUSOO / Ideas product announcements; wrote, produced, and appeared in video content, briefed and coordinated global LEGO media channels for online product reveals.
Gained global and remote work experience, including extended visits to Denmark, home office in Chicago, and visits to partner offices in Tokyo and Calgary.
Visited LEGO fan events and industry conferences, representing LEGO CUUSOO / Ideas as guest speaker.
Oct 2011-Aug 2016
Director, Marketing and Brand Strategy
Led development of marketing strategy, key metrics, multi-channel marketing and built robust sales pipeline to align with business objectives.
Identified new business opportunities through strategic partnerships and managing existing client relationships.
Created opportunities to establish the company as an industry leader through PR, trade events, and community outreach.
Contributed to web, mobile, social and brand strategies for the firm and for clients.
Worked with CEO, CTO, lead developers and designers to define scope and create proposals for client projects.
Conducted market research and gathered insights from industry trends and competitive service offerings.
May 2009-Sep 2011
XNet Information Systems, Inc.
Managed rebranding, new identity and website redesign, tripling of inbound leads.
Handled customer service, billing/technical support and pre-qualified sales leads.
Created and managed four industry networking events drawing 2-300 attendees each.
Improved sales pipeline, customer service, and team workflow through selecting and implementing new CRM system and developing processes.
Oct 2006-May 2009
Bradley Wiltjer Marketing Group, LLC
Proposed, developed and executed marketing and PR campaigns for B2B clients.
Researched topics and contacts, assembled reports for presentations, wrote and pitched press releases and case studies, and set interviews with journalists on clients’ behalf.
Apr 2006-Dec 2006
ADDITIONAL EXPERIENCE & COMMUNITY SERVICE
Hartford Streets Happy Hours / Hack Nights
Founder of community group that advocates for safer street designs for pedestrians and bicyclists through global best practices and Tactical Urbanism.
Member of the Board of Corporators for non-profit culture based urban design plan for Downtown Hartford.
Complete Streets Working Group, Hartford, Connecticut
Resident participant in a cross-functional city task force to implement Complete Streets policy through current and future public works projects.
Created and maintained event content vision, mission, brand and manage committee of 10+ professional volunteers for Multi-track annual conference serving social app developers, strategists, evangelists, and enthusiasts.
Identified sponsorship opportunities, creating strategic alliances that evolve into long-term, repeat partnerships.
Established revenue goals, budget, ticket and sponsor pricing resulting in 2,300% revenue growth since first event.
Generated revenue through corporate sponsors and speakers from companies such as PayPal, Groupon, Google and Facebook.
Aug 2008-Sep 2011
Book: Virtual LEGO, The Official LDraw.org guide to LDraw Tools for Windows
Lead Author and Editor, 450p technical book published by No Starch Press.
Co-founder and Steering Committee chair for open source 3D LEGO building software community.
Jun 1999-Apr 2005
Mountain Goat Software
SCRUM Certified Product Owner (CSPO)
Connecticut Flight Academy
Private Pilot, added Instrument Rating – Airplane, Single Engine, Land
B.A., Organizational Communication, Cum Laude
North Central College, Naperville, Illinois