Marketing Customer Service
Resume:
Steven Todd Baker
Simi Valley, CA 93063
*********@*****.***
PROFESSIONAL SUMMARY
Marketing professional with innovative online and offline experience across industries. A forward thinking leader with exceptional communication skills, keen ability to assess organizational strengths, find improvement opportunities, and improve marketing performance through processes. Strong hands on individual with an understanding of creative assets, budgeting, product development and management.
BUSINESS EXPERIENCE
Marketing Manager
Peak Performance – Leader in automotive CRM, including; direct mail, call center and electronic communications
February 2007 – October, 2009
Generated an additional revenue stream in excess of $1.7M per year by spearheading and implementing a subscription e-Marketing tool for internal use and external sales Derivatives of the product achieved a 60% take rate by Peak dealers, increased dealer sign-ups by 15%. Identified key vendor partners and negotiated contracts.
Cultivated e-Marketing expert team by mentoring the email channel marketing group (strategists, project managers, designers, developers and QA/QC) from planning and strategy through execution and measurement.
Increased recurring revenue by $2.65M over 145% by incorporating Fall, Spring, and Summer into the existing Winter Campaign workflow. Also incorporated the e-Marketing and call center tools into the project. Led the holiday campaign cross functional team.
Implemented and managed all social marketing communications. Introduced communication schedule and reported on process analysis.
Instituted an effective internal process plan for integrating OEM partner requests reducing manual production by utilizing existing internal processes – from request through deliverables.
Provided leadership in the renovation of the corporate website and established a departmental Standard Operating Procedures manual.
Clients include: General Motors, Land Rover, Jaguar, MINI, Volkswagen, Audi, Mitsubishi, Kia, Suzuki, BMW, Hyundai and Volvo.
Marketing Director
Education Management Corporation (EDMC) - The Ventura Group
Conglomerate of 3 diverse product lines, based in California with, providing educational opportunities to mental health and teaching professionals.
November 2005 – January 2007
Directed and project managed all digital and offline enrollment initiatives for all three divisions of the business, increasing revenue by over 25%.
Pioneered direct and email marketing best practices, including website enhancements, CPC, SEO, SEM and web analysis.
Designed and managed annual marketing calendar as an action plan and marketing budget of $500K.
Identified and managed external vendors for printing and competitive marketing initiative, resulting in a 35% reduction of production costs for prep materials, packaging, and sales tools.
Marshaled the marketing services group providing creative direction and production assistance for: Collateral creation, Sales tools, Website management, Point of purchase, Trade show management, Overall creative direction, Product photo sessions, Press relations, prep materials and Advertising.
Marketing Manager
HON Industries (HONI) - Holga, Inc. Van Nuys, California
Recognized industry leader in high density mobile aisle systems and traditional office furniture.
February 1997 – November 2005
Cultivated fruitful vendor and HON affiliate relationships, reducing event costs by 67% and reduced vendor costs by more than 25%.
Responsible for establishing and maintaining functional marketing plan while increasing brand awareness.
Engineered interactive sales tools and customer facing furniture installation/training CDs
Reinvented website for better access and eliminating much of the customer service phone log
Revitalized corporate brand through collateral, photo shoots, website, trade shows, advertising, public relations, corporate events, showroom design and layout, direct mail programs and communications
Initiated marketing plans for selling and marketing to governmental agencies (GSA contract)
o Negotiated federal and local (state) government contracts
o Managed GSA Specific account budget
EDUCATION
MBA, California Lutheran University, Thousand Oaks, California
BA, Arizona State University, Tempe, Arizona
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