Susan Lintonsmith, Quiznos CMO: Notre Dame Alumna, and Living Proof That Hard Work Pays Off

A tasty sandwich, rife with savory slices, is one of the great, underrated pleasures in life: when a delicious one hits the spot after a harried morning, you find yourself clearing away the crumbs, and thinking that your day might turn out alright after all. And with the weather heading towards chilly, the grilled version – perhaps with cheese oozing and softened, scarlet-red peppers peeking out – sounds even better. Where to find it?  If Susan Lintonsmith, the Chief Marketing Officer for Quiznos has anything to say, it will be at one of her company’s 1,500 locations throughout North America.

It is her team’s job to spread the word about the brand’s bread-based offerings — so to that end, she and her marketing group constantly work on making it simple for customers to order and partake: she notes that, among many other functions, they are currently working on “social/digital programs; we are rolling out a new POS system, and building an online ordering and loyalty program.”  She is also very hands-on, making regular visits to the test kitchen and working on menu options as well.

Lintonsmith’s path to the C-suite: growing up in Denver, and graduating from Notre Dame and Indiana University with an MBA.  Even before that, she worked as a server throughout college, and then began her career at Pizza Hut, which she says unequivocally that she “loved” – staying for seven years during her twenties, and then going on to work for Red Robin, Coca-Cola, and Einstein’s Bagels, among others.

Can you tell the readers a little bit about yourself?
I was born in Minneapolis, and grew up in Denver.  I have three older brothers who helped prepare me early on for the business world — I learned how to compete and hold my own!  Also, education and music were top priorities for my parents; all four of us took classical piano lessons. I was also a competitive ice-skater — I skated for eight years, and stopped only because my knees needed to heal.

I worked my way through high school and college as a server in restaurants.  The last thing I thought I’d do after getting my MBA was go into restaurants, but while at Indiana University, I interviewed with Pizza Hut (then owned by PepsiCo, and based in Wichita, Kansas), and loved the people and the energy.  I spent my first seven years working there, and loved it.

What does a day in your shoes typically look like?
Currently, on any given day, I am focused on several new product and menu initiatives, so I meet with the team on social/digital programs; we are rolling out a new POS system and building an online ordering and loyalty program.

Also:

• • • I get questions or ideas from the field team or from franchisees, so I spend time responding via phone or email.
    • I also meet with the analysis team to review weekly results or to understand test results; with Design & Construction on new store designs; with Purchasing to understand inventory on featured products or product tests; and with the Communications team on an article that is being written on Quiznos.
    • I review syndicated or proprietary research results.
    • I’ll work with the team on internal communication talk points.
    • I’ll meet with the Quality Assurance team to review the latest Black Angus production run.
    • I’ll join the Operations field call to review the latest initiatives and answer questions.

What 2-3 things do you do to prepare yourself before work and is there anything you try to accomplish everyday?

• • • To prepare, I keep an ongoing list on Outlook of what I need to do, and prioritize every morning what I want to accomplish that day.
    • As a mom, I make sure before work that everyone at home knows the schedule for the day, and who is driving them where and when!
    • My goal is to respond to key voicemails/emails every day.  I get so many emails and sales calls that it is very tough to keep up!
    • I try to make sure that I minimally spend time with each direct report every day…not to be a micro-manager, but to make sure they know I’m available if they need me.

What is your breakfast of choice?
Protein.  If I can, I’ll eat either 1-2 soft-boiled eggs or Greek yogurt.  If I don’t have access to either, I’ll eat a protein bar.

What are your rituals or tips for staying energized and motivated? 

• • • When I find that I’m getting demotivated or losing energy, I will take a break from what I’m doing, and walk around the office to talk to the team about what they are doing.
    • When I “hit a wall,” I will change what I’m working on.
    • And lastly, the best way to stay energized is to make sure that I exercise at the beginning or end of the day.

What is your favorite part about your job?
I work with great people, which makes my job enjoyable.  I also love that I can get involved in so many aspects of the business: working on the menu, and focusing on making our ingredients, recipes and flavors even better for our guests. It’s fun to get into the test kitchen, and to work on making our tasty recipes even better!

What and who inspires you at work?
I get inspired by making a positive and lasting impact on the business.  I love challenges and being able to contribute to driving sales, improving food quality, and building restaurant level profitability.

Do you have a ‘Power Outfit’ that you wear for a big meeting or important work event?
For smaller business meetings (like a board meeting) I’ll wear one of my pantsuits with a blue button- down blouse.  (I’m not big on skirts.)  If I’m in front of a larger group, I’ll wear a red jacket with black slacks.  I love bright colors, and red helps me stand out when in front of a large audience.

What is your favorite leisure activity after a stressful work week?
I love to take a long walk with my dog and either my husband or one of my two sons.  I enjoy being outdoors, and taking the time to catch up one-on-one with a family member to decompress from the week.  I actually try to do this as often as possible, but it’s a must-do on Friday after work!

How does your culture/background influence your work?
My childhood and my mother have had the biggest influence on how I approach work.  I grew up working very hard.  My brothers and I knew early on that we needed to fund part of our private high school tuition, and all of our college tuition.  We learned to work hard and save our money.  My mother taught us how to re-use and not waste anything, and those values are a big part of my current work ethic.

How many times have you changed your career direction?
Didn’t really change careers – have always been in business and consumer marketing – but I changed industries a few times:

• • • Restaurants (Pizza Hut, Red Robin, Einstein’s Bagels and Quiznos)
    • Packaged goods (Coca-Cola and WhiteWave Foods)
    • Financial Services (Western Union)

What are your most what are your most cherished ‘do’s’ rules regarding work and the workplace, and what are your most steadfast don’t’s?  

Do’s:

• • • Be open and honest; say what needs to be said.
    • Be proactive and take accountability.
    • Recognize and reward great work by your peers or teammates.
    • Be a great team player, and work well with others.
    • Be respectful in how you talk to and treat others.

Don’t’s:

• • • Don’t treat people badly or throw anyone under the bus.
    • Don’t take sole credit for things a team has worked on.
    • Don’t come in with problems without having recommendations or solutions.
    • Don’t say one thing, then do another.
    • Don’t be political and do what’s right for you — but wrong for the company.

What are the most important qualities of a good leader?

• • • Communicate openly and frequently.
    • Share the vision and the “why’s” behind the “what’s.”
    • Walk the walk; live the culture.
    • Set the example. Don’t ask anyone to do anything you wouldn’t do.
    • Inspire and motivate others.  The phrases “thank you” and “great job” go a long way. 

What are the unforgettable traits of role models who have inspired you most?

• • • They are passionate about winning – but in the right way.
    • They communicate.
    • They truly care about you as a person, and appreciate your contributions.
    • They shoot straight and give you honest and direct feedback.  They tell you what you need to know, even if it’s tough to hear.
    • They inspire you to be better.

How have mentors impacted your personal and professional development?
I have had a few mentors who will listen and give me their honest opinion on what I should do.  They are willing to tell me what I need to know, not what I want to hear. 

What are three questions you like to ask during an interview to know if the candidate (or job) is the right fit?

• • • “What is the biggest contribution that you made in your career that you are proud of – i.e. something that you initiated that wouldn’t have happened if you had not been there?”
    • “Tell me about your biggest mistake.”
    • “What job you have been happiest in and why, and what job you were most frustrated in, and why?”   

What advice would you give to women starting their careers?

• • • Network.  Take the time to get to know people in your office and in your industry.
    • Make sure you have a mentor or someone who truly cares about your personal development and will help you navigate the organization.
    • Don’t get involved in the drama.  Stay above it, and don’t get sucked in.  It will take too much of your time and energy. Stay focused on making a positive impact in what you do and with the people you work.
    • Exercise and eat right.  You will be able to focus better at work if you feel great. 

What book would you recommend for women just starting their careers?

• • • Women Don’t Ask, by Linda Babcock and Sara Laschever.  This book is about how to negotiate to get what you want.  Early in my career, I kept my head down, and figured that I would be recognized and rewarded for hard work.  I was so afraid to ask for a raise.  I wish I knew then what I know now: you  need to be confident, and know when and how to ask for what you need.
    • Nice Girls Don’t Get the Corner Office:  101 Unconscious Mistakes Women Make That Sabotage Their Careers.  This is not the most popular business book, but when I read it, I laughed!  I still make so many of the mistakes outlined in the book.  I still work nonstop, eat nearly every lunch at my desk, take on more work than I should, etc.  But this book highlights more effective traits to take control of your career, and succeed — and be happy! — in the workplace.

What is your favorite quote you try to live by?
“Attitude is Everything.” I have a rock in my office with this quote on it; you face a lot in your work and personal life — how you deal with it makes all the difference.  I try to keep a positive attitude, and I love optimists.

Along those same lines, I frequently say, “You can’t control the winds, but you can adjust the sails.” In other words, I’m a big believer that it’s not about what happens in life, but how you deal with it.  If you have a positive attitude, it is contagious and people will enjoy being around you.  Plus, you will more likely succeed, and be a heck of a lot happier!

My second favorite is:  “What would you do if you were not afraid?”  So many times we take the safe path or don’t speak up for fear of something.  If we made choices or stated our opinions without fear, I think businesses would be better off, and we’d be making much bolder moves.