Customer Service Digital Marketing

Location:

Spotsylvania Courthouse, VA, 22553

Posted:

February 06, 2025

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Resume:

David A Thomas

**** ******** **., **************, ** 22553

Cell: 248-***-****

Email: ***********@*****.***

Summary:

·Dedicated Field Digital Marketing Specialist and Dealer Success Manager with nearly 15 years in automotive, retail, marketing, and relationship management.

·Well-versed in directing personnel, creating campaigns, creating effective merchandising projects and using sales strategies to boost sales.

·Personable Field Manager and Specialist who respects and appreciates all associates

·Motivates employees using positive reinforcement and creative reward systems.

·Leader focused on maximizing productivity and increasing customer base. Believes exceptional customer service is essential to success.

·Proven experience in account management and/or customer relationship management

· Strong communication skills, both verbal and written

· Demonstrated ability to drive sales and meet targets

· Knowledge of project management principles and practices

· Ability to analyze data and make informed business decisions

· Excellent customer service skills, with a focus on building long-term relationships

Skills:

·Self-motivated

·Events

·Register events

·Calendar invites

·Event Materials

·Event Logistics

·Landing pages

·Retail Management

·Strong verbal communication

·Conflict resolution

·Team leadership

·Hunter sales mentality and work ethic

·Staff development

·Process implementation.

·Salesforce

·Cold Calling

·Customer Response Management (CRM)

·Retail after-market sales

·Field dealers experience

·Field Marketing

·OEM

·HubSpot

·Project Management

·Operations

·Goal-oriented

·Relationship Management

·Marketing displays

·Planograms

·Mathematical aptitude

·Marketing

·Promote indirect lending programs

·Service Level Agreements

·Extremely organized

·Digital Marketing

·Email Campaigns

·Direct Mail Marketing

·Up-sales

·Retention

·Wholesale

·Consulting

·Aftermarket

·Subprime lending partnerships

·Digital Marketing

· Dealership Websites

· Search Engine Optimization (SEO)

· Search Engine Marketing (SEM)

· Social media and Reputation Management

· CRM / DMS Systems

· Google AdWords / Analytics

Education:

University of Phoenix, Associate of Arts, 2009

University of Phoenix, Bachelor of Science, 2012

University of Phoenix, Certification in Project Management, 2017

Work Experience:

Better Car People - Monroe, NC Jan 2024 – Sept 2024

Dealerships Field Consultant

·Serve as liaison between the Dealer and Dealer Operation teams with respect to product implementation and continuous product management.

·Act as a consultant and customer service provider for existing dealership clients while also facilitating relationships between dealership and clients, and credit and funding teams

·selling through cold-calling, email prospecting, and aggressive “hunter” sales efforts

·Partner closely and work collaboratively with the Operations and Dealer Performance teams to ensure a thorough and smooth process from Dealer activation through Dealer Onboarding.

·Identify and pursue new customer relationships by networking, conducting market research, and targeted outreach

·Build and foster strong relationships with various key stakeholders to ensure the business is profitable and efficient

·Consistently use Lead Generation landing pages using SEO and SEM analytics

·Continuously improve territory by driving efficiency and profitability from dealer base

·Provide ongoing service and problem resolution to customer base

·Ensure customer retention by providing superior customer service

·Builds long lasting relationships with key decision makers to drive growth and continuous improvement.

·Partner closely and work collaboratively with the Operations and Dealer Performance teams to ensure a thorough and smooth process from Dealer activation through Dealer Onboarding.

·Onboard, train and support dealer accounts using standard practices developed to provide efficient support for a regional book of business.

·Manage, maintain, and retain dealer accounts within an assigned book of business, ensuring consistent engagement with dealers.

·Advocate for dealer success to reduce churn and problem-solve issues.

·Onboard, train and support dealer accounts using standard practices developed to provide efficient support for a book of business.

·Support a team environment with strong morale, and positive energy, anchored on goals.

·Report and record all activity notes within Salesforce and communicate properly with applicable team members.

·Support in the management of account receivables for assigned accounts.

·Identify, develop, manage and close new business opportunities at assigned and new accounts ensuring cross functional and organizational alignment.

·Establish and maintain strong relationships with dealer senior leaders and decision-makers.

·Meet or exceed sales goals within an assigned book of business. Independently grow an assigned book of business and actively collaborate with Dealer Performance group to retain accounts.

·Report and record all sales activity notes within Salesforce and communicate properly with applicable team members.

·Identify and pursue new customer relationships by networking, conducting market research, and targeted outreach

·Demonstrate a high level of attentiveness towards dealers and actively contribute to a culture that encourages high-quality service with a sense of urgency.

·Develop trusting relationships and open communication, accepting feedback (up and down).

·Assist in digital marketing with dealers to implement industry leading digital best practices through in-person consultations, direct mail, training, data analysis, videos, and webinars. Delivered strategic digital consulting, analytics reporting, and establish a premium online customer experience, improve retention and loyalty to the dealership.

·Note: Position eliminated due to company acquisition reduction-in-force.

RAPP - Irving, TX Oct 2021 - Dec 2023

Dealerships Field Consultant

·Builds and supports positive relationships with new and existing dealer clients.

·Partner closely and work collaboratively with the Operations and Dealer Performance teams to ensure a thorough and smooth process from Dealer activation through Dealer Onboarding.

·Conducts several one-hour dealership consultations each day, providing data analysis and continuous improvement recommendations on marketing creative, offers, and cadence.

·Partners with designated OEM field representatives to coordinate marketing improvements and facilitate joint dealership consultations.

·Understands and drives key performance indicator (KPI) improvement

·Provide ongoing service and problem resolution to customer base

·Ensure customer retention by providing superior customer service

·selling through cold-calling, email prospecting, and aggressive “hunter” sales efforts

·Analyzes client performance (reporting, direct observation, etc.) to determine areas of opportunity for improvement within the fixed operations.

·Proactively communicate with clients (up to Dealer Principal / General Manager levels).

·Establishes and maintains a solid business relationship with dealership personnel.

·Report and record all sales activity notes within Salesforce and communicate properly with applicable team members.

·Effectively communicates OEM program’s value proposition and aligns it with the dealers’ objectives.

·Strategizes after-sales marketing performance and solutions.

·Demonstrated proficiency in developing and implementing effective after-market sales strategies to maximize revenue and enhance customer satisfaction.

·Consistently achieved and surpassed revenue targets through strategic after-market sales initiatives, contributing to overall business profitability.

·Proven ability to cultivate and maintain strong customer relationships through after-market sales, resulting in increased customer retention and loyalty.

·Skilled in identifying opportunities for upselling and cross-selling of after-market products and services, resulting in incremental sales and enhanced customer value.

·In-depth understanding of after-market products and services, coupled with the ability to effectively communicate their features, benefits, and value propositions to customers.

·Adept at addressing customer inquiries, resolving issues, and providing tailored after-market solutions to meet individual customer needs and preferences.

·Proficient in leveraging digital channels such as chat, text, and digital retailing platforms to facilitate seamless and convenient purchasing experiences for customers.

·Skilled in developing and executing digital advertising campaigns across various platforms

·Identifies and recommends program changes and marketing strategies.

·Maintains ongoing communication with different levels of dealership management at assigned dealership locations.

·Manages the retention, product penetration, and growth of assigned dealerships.

·Maintains a high level of customer satisfaction by serving as an advocate and liaison between the dealer client and internal teams.

·Manages all customer issues and conflict resolution.

·Enrolls new orders for retention programs and custom campaigns.

·Achieves assigned sales and retention objectives.

·Writes and distributes contacts reports each day to each dealership and OEM field office personnel.

·Receives and submits account updates, enhancements, and recommended changes.

·Maintains dealer contacts and business activity in Salesforce.com on a regular basis.

·Communicates all program changes, enhancements, and application bug fixes to the Account Management team.

·Shares competitive OEM marketing solutions, effectiveness, and challenges.

·Successful completion of required training program, assessments, and product certification.

·Utilizes customer response management (CRM) tools such as Salesforce for sales, customer service, marketing automation, analytics, and more.

AMCI - Gardena, CA Dec 2018 - Oct 2021

Dealerships Field Consultant

·Working cross functionally with Toyota Motors North America and their marketing and software solution provider to provide marketing support to Toyota dealerships nationwide. Meet or exceed sales goals within an assigned book of business. Independently grow an assigned book of business and actively collaborate with Dealer Performance group to retain accounts.

·Act as a consultant and customer service provider for existing dealership clients while also facilitating relationships between dealership and clients, and credit and funding teams.

·Identify and pursue new customer relationships by networking, conducting market research, and targeted outreach

·Provide ongoing service and problem resolution to customer base

·Ensure customer retention by providing superior customer service

·Manage dealer relationships within a portfolio of assigned accounts to ensure high client satisfaction and retention.

·Partner closely and work collaboratively with the Operations and Dealer Performance teams to ensure a thorough and smooth process from Dealer activation through Dealer Onboarding.

·Report and record all sales activity notes within Salesforce and communicate properly with applicable team members.

·Facilitate and mediate geography-specific team meetings regarding marketing campaigns and promotions.

·Led the implementation of our Salesforce platform, from initial setup, data upload and configuration, interface design and training for entire team after go-live.

·Analyze dealership Fixed Operations workflow and provide recommendations to bridge the gap between legacy system processes and our system’s functionality.

·Partner closely and work collaboratively with the Operations and Dealer Performance teams to ensure a thorough and smooth process from Dealer activation through Dealer Onboarding.

·Make recommendations for email, direct mail, and digital marketing promotions to help increase customer retention within their marketing area and drive revenue growth.

·Utilizes customer response management (CRM) tools such as Salesforce for sales, customer service, marketing automation, analytics, and more.

Crossmark – Lewisville, Texas Apr 2016 – Dec 2018

Field Manager

·Lead a team of up to 30 team members to ensure demo presentations are at the highest level to meet company expectations.

·Plan and manage all aspects of events, including program, logistics, budgets, timelines and staffing.

·Provide training programs for team members to ensure everyone works as effectively on his/her demo site.

·Oversee product preparation and presentation, including food safety and sanitation.

·Train Product Demonstrators in demonstration preparation and excellent customer services.

·Provide ongoing service and problem resolution to customer base

·Ensure customer retention by providing superior customer service

·Communicate between multiple managers, vendors and demonstrators.

·Participate in new location grand openings as required.

·Conduct and set up trade shows and other marketing events.

·Conduct regular store visits within assigned region to ensure retail objectives and shelf standards are met. Maintain a keen eye to make sure that products are positioned per planogram assignment, in-stock, rotated, and point-of-sale materials are placed.

·Evaluating performance of field employees.

·Conduct in-store product demos and promote the brand at community events.

·Provide training programs for team members to ensure everyone works as effectively on his/her merchandising store.

·Ensuring the merchandising is set up to attract, engage, and motivate the customer towards making a purchase.

·Handling the needs and concerns of the team and giving support to the team under my supervision.

·Directly involved in team decisions and hiring, training and termination of employees.

·Ensuring Lift numbers and video lift are up to contractual obligations.

·Increase sales for the product which the company is sampling from home office.

·Measure, analyze, and communicate progress towards strategic goals.

·Coordinate with sales and marketing executives to develop field strategies and initiatives.

Vitamin Shoppe - North Bergen, NJ; Springfield, VA Dec 2014 - Feb 2016

District Manager

·Deliver the Vitamin Shoppe Branded service and drives sales by providing unmatched service.

·Through shifting priorities and tactics, engage and meet the customer demands delivering friendly and prompt service to minimize wait time.

·Perform marketing events

·Conduct in-store product demos and promote the brand at community events.

·Use product knowledge, product information and available resources to educate customers and assist them in making product selections that are right for them.

·Participate in learning and development activities (daily store meetings and product/online education) to provide optimal customer service.

·Complete Learning Path and Vitamin Shoppe University training activities in established timelines.

·Maintain professional and courteous relationships with customers, co-workers and management fostering a positive work environment and embraces diversity.

·Collaborate with the store team to understand, support and achieve established sales goals and objectives.

·Participate in donation drives identified by the Customer Support Center.

·Assist in unloading stock, stocking shelves, checking products against invoice, sorting and distributing stock, pricing merchandise, cleaning fixtures and displaying product.

·Aid the management team in the implementation of merchandising and operational procedures.

·Perform category maintenance by rotating products according to the company’s product rotation policy.

·Identify damaged and expired products.

·Execute and ensure product is set to Planogram.

·Operate the cash register and execute customer transactions efficiently.

·Total price, tax, and shipping and handling charges accurately.

·Fully understand register functions and balance the cash register at the end of each shift or as scheduled.

·Adhere to and verify the bank deposit process.

·Conduct regular audits to ensure the store is functional and presentable.

·Make sure all employees adhere to the company’s policies and guidelines.

Value World Thrift Stores- Detroit, Mi. May 2010 - Aug 2014

Territory Manager

Maintain and grow Value World clothing collection year after year in an assigned territory

Represent and sell Value World collection model and mission in the community

selling through cold-calling, email prospecting, and aggressive “hunter” sales efforts

Perform pre-placement site visits for approvals and bin placement recommendations as needed

Visit top-producing sites once a month and maintain a good relationship with the site host

Visit or contact all site hosts on a quarterly basis

Negotiate new site host agreements and renewals

Implement improvement plans for under-performing sites

Find, maintain, renew, and expand corporate partnerships/multiple site customer accounts

Coordinate effective education programs to promote Planet Aid in the community, including clothing and shoe drives

Ensure that all sites comply with local permit requirements; if necessary, involve the Permit Compliance Specialist.

Engage in action/investigations to protect the current sites from the efforts of competitors

Develop lasting relationships with site hosts that will help us in attaining our goals.

Identify areas for growth and potentially high-yield sites in the territory

Find new sites and engage new site hosts when necessary

Generate and follow up on potential leads

Complete territory site development and donation optimization reports

Investigate and try to retain sites that have requested box removals

Track and report all efforts and weekly KPIs using intermediate Excel techniques

Preform analysis of the territory performance and opportunities for growth and present findings

Assist consumers as needed with lost articles in bins from accidental donations

Respond to and resolve customer service issues as needed, including overflows

Conduct all sales activities with honesty, integrity, and professionalism, adhering to company policies and industry regulations.

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