Sales Manager

CARRIE PALMER

**** ****** ***** • Metamora, Michigan 48455

248-***-**** • ******.****@*****.***

EXECUTIVE-LEVEL MANAGEMENT: Digital Marketing & e-Commerce

Transform real life business challenges into solutions with a unique balance of technology and creativity to exceed business and sales objectives. Build global business strategies, both on-line and off-line that complement your business plan, your brand and take into account how the strategy relates to all your marketing channels and your competition. Offer extensive knowledge in marketing and advertising communications, e-Commerce, on-line and social media, and field sales for Fortune 500 companies. Excellent presentation skills with a strong executive presence in conjunction with a proven aptitude for managing, coaching and motivating others that will help build strong relationships with your customers to exceed business and sales objectives. Areas of expertise:

e-Commerce • Brand Management • Strategic Management • Program/Project Management • Global Launches • Budget Planning

Contract Negotiations/Vendor Management • Team Leadership • Social Media • Digital Platforms • Business Development

Resource Management • Mobile Strategy • Customer Satisfaction • Competitive Analysis • Marketing Communications

Product Development • Web-Based Solutions • Internet Marketing • Corporate Image Campaigns • Web Site Usability

PROFESSIONAL EXPERIENCE

General Motors Corporation, Detroit, Michigan • September, 2011-September, 2013

Senior Manager, Web Operations (OnStar) • September, 2011-September, 2013

• Direct development of global web content and applications for Onstar.com and Volt.com on-line ecommerce transactions averaging $5 million dollars in revenue every month

• Manage a $10 million annual budget for both creative and application development resulting in over 2 million visits per month

• Lead a 7 person team of project managers and web analysts responsible for the development and launch of new product offerings and packages; including purchases of hands free calling minutes, directions and connections and emergency services from OnStar

• Conduct quarterly and annual performance evaluations, on-boarding and off-boarding activities for employees and training of new hires

• Lead the digital management of B2C and B2B on-line transactional experience and usability by developing comprehensive enterprise-wide digital strategies; including web, mobile, social (Twitter, Facebook) and CRM on-line campaigns

• Develop annual vendor Scope of Work and lead vendor compensation reviews and the evaluation of their performance for OnStar’s Digital agency and web development suppliers

• Analyze, interpret, evaluate and develop new creative content, service packages and applications utilizing Omniture and Foresee web reporting tools to increase sales revenue

Chrysler Corporation, Auburn Hills, Michigan • November, 1992-September, 2011

Interactive Communications Manager (Chrysler, Jeep, Dodge, Fiat Brands and Corporate LLC): (2006-2011)

• Direct Chrysler, Jeep, Dodge, Fiat Brands and Chrysler Corporate site interactive, web-based internet and on-line media communications totaling 100 million visitors annually

• Manage a $30 million annual budget for Chrysler.com, Jeep.com, Dodge.com, Ciaofiat.com and Chryslergroupllc.com and on-line media placement and creative

• Lead a team of Project Managers responsible for the development and launch of all new vehicle content; including web site content, application integration (Search new inventory, Build My Own, Get a quote and Dealer Locator), on-line media ads (lifestyle and retention), home page take overs, e-marketing campaigns, incentive offerings, mobile applications, natural and paid search optimization and blogs

• Ensure on-line digital brand media is consistent with traditional off-line media by working across channels within the Marketing organization to create 360 advertising campaigns focusing on key product messaging and on-line ad optimization to provide the best ROI

• Offer exciting new ways to incorporate social media strategy, with Facebook, Twitter and YouTube to generate viral campaigns to create Brand awareness and consideration

• Launch site refreshes, including re-face of all existing functionality and implementing a new architecture to insure site stability and new capabilities to include enhanced Build My Own capabilities, merchandising and enhanced competitive comparison, while providing the proper balance between generating brand awareness and consideration and key shopping activities to produce lower funnel activity

• Analyze key metrics to provide overall website optimization in the areas of generating increased retail sales from web sourced leads

• Responsible for achieving benchmark industry favorable opinion scores, from shoppers, as measured by JD Power and Forrester. Steadily improved J.D. Power and Forrester brand web site evaluations through usability testing and product enhancement

• Manage multiple agency and supplier relationships from issuing request for quotes, contract negotiations and decision making, to evaluating their performance

• Head liaison to Public Relations and Corporate Communications, for the Chrysler Group LLC. web site; responsible for posting press releases and investor relations financials in compliance with government regulations from the SEC in preparation for an IPO

• Lead cross-functional teams, in a matrix organization, outlining the Chrysler Group’s digital road map, while insuring cross functional stake holder needs are recognized and met

CARRIE PALMER • Page 2

Dealer Interactive Communications Manager (2003-2006)

• Direct interactive and web-based internet communications for Chrysler, Jeep and Dodge Marketing dealer to consumer initiatives

• Project manage a team of technical consultants and vendors to develop Dealer Websites, web applications, search engines, internet lead management tools, pixeling measurement and various internet initiatives to ensure consumer leads result in increased vehicle sales for Chrysler, Jeep and Dodge brands

• Manage a $20 million annual budget, negotiate contracts and direct the training activities of 16 e-Commerce Dealer Service Consultants who trained all dealership sales consultants on web site and lead management tools

• Responsible for delivering a 25% sales closing ratio on all internet sales leads

• Develop software applications for the Vehicle Information Center Kiosk for use in dealerships and corporate events

• Provide reporting and measurement on all Customer Relationship Management including brand and internet traffic activity patterns

Dealer Placement Manager, (2002-2003)

• Manage dealer placement, market analysis and franchise activities for the vehicle sales and service Zone offices and the activities of 5 Dealer Placement Managers

• Approve asset purchase agreements, relocations, closing of open dealership points, changes in ownership and budget assistance requests based on financial viability; including working capital minimums, debt to equity ratio and sales trend analysis

• Conduct market studies, examined population trends, income growth and demographics to determine dealership locality; liaison to corporate legal department for handling litigation and market protest issues

• Responsible for managing suppliers who administer the Dealer Identity Program; including branded showrooms, proper usage of brand signs and badges to ensure consistent marketing message

Global Sales and Product Training Manager, (2001–2002)

• Direct sales and product training for 4500 dealerships, with a $11 million annual budget for the Chrysler Academy; leverage U.S. programs to create International training initiatives

• Create world class interactive, web-based, print, video and live training workshops focusing on; product specific vehicle information, new product launch material, competitive comparisons, market data, selling strategies and buyer motivations for dealership sales consultants and Chrysler personnel

• Responsible for live training programs, delivered by 32 Zone product trainers, generating $16 million in revenue

• Benchmark competitors training programs to maintain number 1 ranking by J.D. Power and Associates

Product Launch and Events Training Manager, (2000–2001)

• Develop new product launch event materials with Chrysler, Jeep and Dodge marketing and implemented experiential training events at multiple locations in the U.S., with a $8 million annual budget

• Recruit, train and manage auto show talent, contract facilitators and on-site staff event coordinators

• Manage Jeep 101, Chrysler Proving Ground and Camp Jeep sales consultant and consumer events

• Orchestrate “Pride In Family” employee day, at Chrysler headquarters, with 30,000 people in attendance

Sales Operations Manager, (1998–2000)

• Strategic business planning for field service and parts sales force, analyze sales trends and develop sales reporting, for $3 billion in revenue per year

• Create matrix for measuring key indicators of sales representatives performance, created sales incentive programs and managed departments budget

• Manage and communicate direction, sales objectives and assignments to 106 District Marketing Managers

• ISO9000 Quality Champion and lead auditor, responsible for documenting all sales and dealer consulting processes and achieving registration status for the Sales and Marketing division

• Provide newly hired District Marketing Managers with training and new employee orientations

Parts Specifying and Dealer Liaison Manager, Engineering Services, (1996-1998)

• Manage 12 Parts Specification Senior Analysts at the National Dealer Technical Assistance Call Center (U.S. and Mexico

• Conduct performance appraisals and salary administration

• Interview and train new hires

• Supervise daily call center activity, ensuring call quotas and professionalism of team members

• Design and launch Dealer Agent Workbench, a $3 million communications system with IBM

• Formulate team objectives and established ISO9000 documented processes to achieve certification status

District Marketing Manager, (1992-1996)

• Sold equipment, replacement parts, accessories and retail service marketing programs to dealer accounts, over a 4 state territory

• Responsible for generating sales revenues in excess of $26 million per year

• Consistent top sales performer while maintaining the highest customer satisfaction index marks

• Analyze financial information and sales trends to develop marketing strategies to increase dealership profitability and return on investment

EDUCATION

Bachelor of Science Business Administration – Concentration in Management

Magna cum Laude graduate

Portland State University, Portland, Oregon

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