ERIKA DOOLITTLE
Frisco,USA
Summary
A creative, influential, and results-driven leader, with a demonstrated record of achievements across several industries including financial services, automotive, consumer products and non-profit. Excel in leading teams through fast-paced and transformational environments including customer experience, digital solutions, loyalty & brand strategy, CRM, philanthropy, community development and program analysis & implementation.
Versatile Senior Manager specializing in [Area] and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
27
27
years of professional experience
Work History
Sr. Manager, Social Innovation, Multicultural Business
Toyota North American Headquarters
06.2022 - Current
- Lead strategies within Toyota’s multicultural consumer markets through national, local, and regional partnerships.
- Engage executives and team members across the company to share expertise at sponsored community events (workshops, panels, volunteer opportunities, board seats, career fairs, etc.)
- Provide educational and career opportunities to address gaps in representation across the socioeconomic spectrum (internships, scholarships, trainings, coaching, etc.)
- Provide timely, targeted, relevant response and support based on immediate needs of the multicultural communities (AAPI hate crime initiatives, COVID19 pandemic initiatives)
Sr. Manager, Social Innovation Strategic Partnerships
Toyota North American Headquarters
01.2019 - 06.2022
- Responsible for corporate social responsibility and community relations function with more than $50 million dollars in annual philanthropic investments.
- Influence leaders to align behind the enterprise transformation efforts around hiring people with disabilities.
- Identify and cultivate internal and external partnerships to ensure alignment w/Social Innovation’s Core 4 strategy.
- Initiated and implemented an innovative and customized approach to team member experience.
- Serve as an influential leader on the social justice team to determine Toyota’s support to help solve systemic racism.
- Develop and implement workforce readiness strategy to create pathways to education and early workforce experience.
- Manage $50M department philanthropic budget including planning, projections, and forecasting.
National Manager, Corporate Social Responsibility
Toyota Financial Services
01.2017 - 01.2019
- Responsible for TFS’ corporate social responsibility and community relations function with more than ten million dollars in annual philanthropic investments.
- Developed and received buy in from TFS executive management committee around the next generation of TFS’ CSR strategy.
- Positioned Toyota as a good corporate citizen, focusing in the areas of workforce readiness, financial inclusion, as well as team member and executive engagement.
- Introduced concept of shared value and convened strategic conversations to incorporate into enterprise strategies.
- Designed new team structure and workload based on key stakeholder input resulting in ~25% increase in productivity.
- Led Boys & Girls Clubs of American South West Youth of the Year event which honored Toyota and raised $500,000.
- Earned Points of Light Civic 50 award for 4th consecutive year.
- Met key scorecard KPIs including 49% team members participating in community programs.
Brand Manager
Toyota Financial Services
01.2017 - 12.2017
- Functioned as leader of internal and external brand strategies for customers, dealers, and team members.
- Developed overall brand strategy, including vision and growth objectives through consumer insights and customer needs.
- Developed B2B dealer brand strategy through a collaborate group of representatives from the field, HQ and dealers.
- Developed and implemented revised team member branding curriculum.
- Collaborated with call center, loyalty, digital and the field for all internal branding efforts including unique brand champion and energizer program.
Relationship Marketing Manager
Toyota Financial Services
01.2012 - 01.2017
- Oversaw strategies and operations that generated loyalty and digital engagement of 4.1 million customers.
- Created and led first-ever customer lifecycle program for TFS/LFS that helped to migrate contact volume to digital self-service channels including account registration, auto pay and paperless adoption resulting in 16% decrease in calls during customer onboarding (first 90 days).
- Launched lifecycle strategy across multiple channels to increase customer retention including web, email, CSC (IVR, scripts, etc.) direct mail and billing statements resulting in incremental lift over control.
- Developed, launched, and maintained first-ever customer email channel including training, messaging, and partner management.
- Served as the marketing liaison to the enterprise Retail Transformation team to map customer journeys and dealer experiences including, data technology and design, customer surveys and chat capabilities.
- Led efforts around first-ever customer digital secure token allowing customers to register without their account number. User testing showed highly positive feedback.
- Created and implemented first-ever customer sweepstakes to drive paperless adoption resulting in savings of $1.5 million.
- Implemented first-ever Net Promoter Score (NPS) thinking to enhance the overall customer experience, increase loyalty and decrease off-line servicing costs.
- Effectively communicated and influenced loyalty and channel strategies to senior management including mindset shift to digital.
- Created and managed onboarding stakeholder task force to ensure alignment across marketing, product, and call center.
- Successfully led and executed loyalty campaigns including cash incentives, win back messaging, modeling, and pre-approvals.
Sr. Marketing Planner
Toyota Financial Services
01.2009 - 01.2012
- Managed $30 million billing statement program including vendor performance, electronic statement adoption, data management, marketing, and payment options.
- Designed and implemented customer experience through direct mail, Toyota’s premier marketing channel at the time.
- Co-led the cross-functional design of the Enterprise Marketing Database to measure customer and dealer loyalty in a campaign management environment.
- Designed the strategic development and execution of the omni-channel Camry vehicle launch.
- Served as the marketing lead for several enterprise departments including Insurance, CSCs, Regions, Finance and Tax.
- Managed cross-functional customer loyalty programs including product development, CSCs, legal, and business intelligence.
- Enhanced customer payment channels through an ebill strategy based on data insights and market trends.
Sr. Account Supervisor
Russ Reid Marketing
01.2007 - 01.2009
- Business partner for 40% of the clients in the Feeding America National Food Bank network.
- Managed and executed quarterly marketing plans, including the development of test and optimization strategies, as well as income and profitability statements for all clients.
- Managed digital advertising campaigns including paid search, display banners and landing pages.
- Developed, monitored, and reported marketing campaign performance (response rates, average gifts, ROI, conversion rates).
- Identified and acquired new business, specifically the largest in the network (Los Angeles Regional Food Bank).
- Designed & executed a targeted campaign that resulted in a 15.8% response in donations compared to the 8% average.
- Developed and implemented an online gift/product catalog supported by targeted marketing campaigns.
Account Supervisor
DGWB Advertising
01.2005 - 01.2006
- Primary account manager for Argent Mortgage and Fry’s Electronics (television and advertising).
- Assessed marketing trends through research, surveys and focus groups to develop both B2B and B2C strategies.
- Developed and managed mortgage broker magazine based on industry trends and stakeholder analysis.
- Developed and executed integrated marketing plans for Argent Mortgage including channel management, CRM, advertising, and PR.
- Managed the production of three Fry’s electronics commercials.
Sr. Account Manager
Carlson Marketing Group
01.2000 - 01.2005
- Managed the strategic, creative, analytical, and operational aspects of marketing campaigns across several clients including Mazda, Hyundai, Kia, Safeco Insurance, 20th Century Fox, Xerox, and Allergan Pharmaceutical.
- Assessed and developed dealer communications for vehicle launch programs based on dealer insights.
- Partnered with Sunset Custom Publishing to develop Zoom-Zoom magazine (distribution of 700,000 households).
- Developed and managed an $8 million 'Mazda State' (employee university) marketing strategy.
- Managed a $7 million vehicle launch proposal for Kia dealer principals and sales managers.
Sr. Project Marketing Manager
E4L
01.1998 - 01.2000
Education
MASTER OF BUSINESS ADMINISTRATION -
Graziadio School of Business & Management, Pepperdine University
Malibu, CAB.A. - Journalism
Seaver College, Pepperdine University
Malibu, CASkills
- Business performance management
- Reporting oversight
- Cross-functional team leadership
- Data analytics
Professional Development
- Leadership, Women Influencing and Impacting Toyota (WIIT)
- Technical Skills, Unica, campaign management tool
- Plano Executive Board, Communication Chair
- NAWC 2021 Planning Committee
- Kaizen coach training
- Brand Energizer and Member of Associate Involvement Committee (AIC)
- Awarded 1st place at TFS Innovation Fair
- Career Enrichment Department Champion
Timeline
Sr. Manager, Social Innovation, Multicultural Business
Toyota North American Headquarters
06.2022 - Current
Sr. Manager, Social Innovation Strategic Partnerships
Toyota North American Headquarters
01.2019 - 06.2022
National Manager, Corporate Social Responsibility
Toyota Financial Services
01.2017 - 01.2019
Brand Manager
Toyota Financial Services
01.2017 - 12.2017
Relationship Marketing Manager
Toyota Financial Services
01.2012 - 01.2017
Sr. Marketing Planner
Toyota Financial Services
01.2009 - 01.2012
Sr. Account Supervisor
Russ Reid Marketing
01.2007 - 01.2009
Account Supervisor
DGWB Advertising
01.2005 - 01.2006
Sr. Account Manager
Carlson Marketing Group
01.2000 - 01.2005
Sr. Project Marketing Manager
E4L
01.1998 - 01.2000
B.A. - Journalism
Seaver College, Pepperdine University
MASTER OF BUSINESS ADMINISTRATION -
Graziadio School of Business & Management, Pepperdine University
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