Meet Carla Crichton, Client Experience Manager at Market My Market, whose career journey spans continents and industries. Originally from Staffordshire, United Kingdom, Carla earned a degree in Biology with Psychology from Keele University before exploring roles in pharmaceutical coding, PR for scientific and engineering clients, and SEO account management. After moving to Houston, Texas just over a year ago, she found MMM to be the perfect fit for her blend of analytical thinking, communication skills, and passion for client success.
Carla brings a thoughtful, human-first approach to her work, using psychology and authenticity to build meaningful client relationships and drive results. Outside of work, you’ll catch her journaling, enjoying walks, watching comfort TV, or taking her daughter to the zoo. She’s also a proud thrifter—her favorite find is a denim jacket she wears everywhere. Looking ahead, Carla wants to continue doing what she does best: learning and connecting with clients to help them succeed in what they love!
Tell Us About Your Background
Well, I went to college in the UK at Keele University and graduated with first-class honours with my Biology and Psychology degree. My career path has been quite interesting. Some memorable jobs include coding for a pharmaceutical company. I also had a job in PR and media relations at a PR agency, and this agency was specifically looking at scientific and engineering clients, technology, and robotics.
Then, I got a job as an SEO account manager. I handled the technical SEO, including website health checks and fixing errors, as well as the content SEO. The clients tended to have a national or even international customer base. All this has led up nicely to my role at Market My Market.
Have Your Biology and Psychology Knowledge Played Into Your Role as a Client Experience Manager at MMM?
Many of our clients have been in biology-related fields! While I didn’t go to dental school, I have an appreciation for anatomy, disease, and whole-body wellness. So, biology definitely twinkles in the background of conversations I have with clients.
There’s so much psychology going on in this job, from persuading to portraying an argument in our content to the psychology of buying. I think understanding the paradox of choice is super important in our job. You have to keep things simple, so people don’t have too many options and click out.
Why Did You Apply to Market My Market?
I landed in the U.S. just over a year ago, was looking for a U.S.-based role, and this one was perfect! The interview process was smooth, and it was clear it was a good match. Following getting the job, I appreciated that Market My Market has talented individuals from all over the world with different personalities and skills.
With Your One-Year Anniversary Coming Up, What’s Been the Biggest Lesson You’ve Learned So Far?
The biggest lesson for me has been local SEO. My clients in previous roles were targeting trade across continents, across different countries. At Market My Market, we focus on people within a few miles for the most part. So, I did need a mindset shift at the start. The strategy is very different when a client is targeting a five-mile radius versus a global scale. It has been quite rewarding to learn how to stretch that radius as much as possible without diluting the strength of the center.
What Does a Typical Work Day Look Like for You?
Priority one is client communications. Responding to emails quickly is important. We want our clients to know we’re here and they can reach us.
Next, I look at the calendar for the day. Normally, there’s a mixture of client meetings and internal strategy meetings, so I carve out some time to prepare for those meetings and make sure that we’ve got the right data and we can look at the leads for those meetings. Towards the end of the day, I’m typically processing the actions from those meetings, creating action items and making sure the right people have the right jobs.
What Do You Like to Do Outside of Work?
I like to journal for a bit of reflection. It’s always quite therapeutic. I like a nice long walk to get those endorphins pumping. I’m also a member of the local zoo in Houston. I take my 2-year-old daughter there a lot. I also enjoy some comfort TV, and that includes Below Deck, Survivor, and Modern Family.
What’s Your Favorite Item You’ve Thrifted?
I have a beige denim jacket that literally goes with everything that I have. Business attire? Put the jacket on. Chilling at home? Put the jacket on. Client meeting? Jacket. At the recent CX team retreat, I took it with me. Everyone knows which jacket this is because I literally wore it for three days.
What Advice Do You Have for Professionals Wanting to Accomplish What You Have in Your Career Thus Far?
I’ll go back to what my original goal was for this job when I first started: to gain clients’ trust through good meetings by preparing well for them, being transparent, and having some good background knowledge when it comes to SEO marketing. But aside from all that, I think it’s important to be human, too.
Some lighthearted conversation goes a long way. Clients want to talk to a human. So, don’t be afraid to show your personality. Build those relationships, talk about your weekend, and make clients look forward to that conversation.