Mandy Armstrong Email & Phone Number

Toronto, Ontario, Canada

• Leverage data from the corporate Customer Satisfaction (CS) survey program to identify areas of opportunity for dealers, related to the Customer Experience, both sales and service• Develop and deploy counter measures to improve the customer experience as reported through the CS data with dealers• Prepare reports on dealer contacts and consultations for Zones/CS and Service Marketing management• Train, support all levels of dealer staff in the use and understanding of the Customer Satisfaction(CS) survey program• Communicate results of improvement activities to Dealers, Zones and TCI Management in a timely fashion• Initiate and implement appropriate 'kaizen' (continuous improvement) efforts which result in work efficiencies relating to cost reduction or avoidance, improved time and process efficiencies• Integrate with Zone staff to form strong working relationships with the Zone Field Sales and Parts & Service teams

Toronto, Ontario, Canada

Lead & Develop Strategic Communications Plan for Connected RetailLead Strategy Development within TCI for how we engage our internal and external partnersProvide communication leadership and counsel to the Business Innovations team Oversee departmental budgeting and planning activities

- Train and support all levels of dealer staff in the use and understanding of the Customer Experience Survey Program- Conduct regular dealer visits to review progress on action plans and performance related to the Sales and Service Customer Experience with dealership management.- Analyze performance data from variety of sources to identify dealership opportunities for improvement within the Sales and Service Customer Experience.-Support Area Parts & Sales Managers with dealer inquiries- Partner with Customer Information Centre to review customer concerns and determine course of action/training requirements to carry out with dealers

Toronto, Ontario, Canada

• Communicate and execute vehicle launches for both Toyota & Lexus.• Plan and execute vehicle ordering guides (VOGs) and price changes for new and carryover vehicles by required deadlines• Develop and present critical vehicle information to multiple stakeholders to ensure alignment of key product features and messaging• Review and provide feedback to key internal stakeholders (Web, Marketing, PR & Fleet) to ensure correct/accurate information and images are shared to our consumers.• Support point of contact communication for product and price-related communications with Dealers, Zones, Field staff, Sales divisions and Toyota Financial.

Toronto, Canada Area

• Lead strategy and collaborated with agency partners (creative & media) to develop & execute integrated, high-impact, marketing campaigns to support nameplate, overall Toyota brand health and sales objectives• Developed and ensured alignment of social, digital and mass communication plans, including multi-language and multicultural• Developed KPIs, monitor and present opportunities to kaizen• Monitor key competitors KPIs and communication strategies• Collaborated and aligned with key internal & external stakeholders on topline objectives, sales goals, strategies, and opportunities. • Presented and worked with retail marketing, and dealerships to ensure high level alignment on priorities to drive mutual value creation with our customers• Managed media and creative truck nameplate budgets• Coach & train the Junior Marketing Consultant on the Truck, SUV and Minivan portfolio

Toronto, Canada Area

• Collaborated with the Brand Marketing team in the development & execution of integrated annual marketing plans to support Toyota brand health and sales objectives • Co-lead development of briefing documents to support launch and sustainment activities • Built strong and trusting relationships with agencies to maximize the effectiveness and efficiency in regard to media strategy, planning and buying as well as creative strategy and execution• Worked with Planning & Performance team to ensure that we research and go to market with the best approach and track results during and at the end of campaigns• Consulted with internal stakeholders to ensure an aligned integrated marketing strategy • Oversaw monthly tactical campaigns and ensure all involved stakeholders are aligned• Assisted with budget (media & production) management and reconciliation• Oversee annual tactical marketing creative & media is communicated to Zones & Dealers in a timely fashion

Toronto, Canada Area

• Organized Marketing Subcommittee Events• Collaborated with the Toyota Dealer Associations (TDAs) to ensure creative and strategic alignment between National and Retail Marketing• Oversaw research initiatives leading up to vehicle launches or sustainment campaign to ensure that we are taking a strategic approach and marketing to the right target• Provided monthly reports to ensure brand and launch targets were on track

• Developed material for new vehicle launch events including speeches and presentations• Consulted with key stakeholders to ensure messaging, specs and presentations are in line with strategy• Oversaw the development and execution of events for new vehicle media events • Identified and developed strategy documents for media outreach on new and updated product• Researched, wrote, and send out press releases pertaining to “newsworthy” material• Managed photography requests and work with photographers to ensure needs are met• Spokesperson for Toyota Canada Inc. customer to media inquiries

• Maintain daily data updates, including pricing and package details on lexus.ca, toyota.ca & scion.ca• Oversee the creation and administration of new Marketing initiatives to the Corporate Websites as well as to Membership sites.• Liaise with vendors and internal departments to obtain information related to recent updates, overall performance and new marketing campaigns• Oversee the establishment of the new scion.ca corporate website from the beginning of the project, including vendor selection, compiling site requirements, creating business documents, project schedules, setting up staging sites, etc.• Compile monthly reports about the overall functionality of the websites (i.e. visits, page views, etc.) for Management and other internal staff members• Create and maintain documentation on special projects in order to utilize the same material annually for the Corporate sites

• Administered Incentive Programs for Canadian Dealers• Planned conferences for Dealer Marketing committees and executive staff and Department Meetings by researching venues, assembling menus, compiling presentations, booking flight arrangements, etc.• Responded to Dealer inquiries on Toyota’s (ECP) Extra Care Protection Program (cancellations, transfers, general inquiries, etc.)• Compiled monthly reports for Dealers and internal staff• Assisted in the training of a new ECP Consultant

Write and review newsletters, newspaper articles, memo's, editorials, letters, and emails Manage telephone requests for Tourism material on Durham RegionSupport the Administrator by answering phones, sending out projects, filing, collecting and distributing mail

Education record

Making Effective Presentations: Part 1 Advanced Presentation Skills: Part 2 The Toyota Way Plan, Do, Check, Action (PDCA) Human Rights.

Communications, Communication And Media Studies