Jennifer Reed

• Brand awareness and identity • Customer journey • Sales enablement • Digital solutions • Omnichannel (digital/ web, email, social, event, sales, channel) marketing • OEM and partner support • Product launch, promotion and messaging • PR/ Communications • Content creation

• Service and Charging customer programs, leading internal and external colleagues • Build user journeys for seamless service, home and public charging experience • Create FF mobile app requirements • Strategize and implement Charging, Service, and Contact Center Salesforce CRM strategy • Develop Contact Center processes, scripts

• Managed employees and developers responsible for backend app and network functionality and security, including development and support for customer MSPs, in Jira and Confluence. • Project-managed Salesforce Service Cloud, Marketing Cloud, and app front end integration. • Program lead for B2B program requirements, development, testing and approval. Internal champion for B2B programs to ensure on-time delivery with best-in-class customer experience. • Manage partner-facing team for program reporting (CDRs, Tableau, Snowflake) and account, app, billing issue resolution (OCPP logs, Salesforce Service Cloud). • Led Salesforce Marketing Cloud, Business Units implementation. • Create integrated E.A. and Home strategy, ensure successful execution by CRM vendor team. • Oversee in-app partner program implementations; drive customer enrollment and utilization. • Led design and tech development of consistent, UX/UI-optimized customer charging experience across digital touchpoints: mobile app, driver portal, and charger HMI (including DAM architecture/ setup). • Support Contact Center training and processes. Oversee account, billing and app issue resolution. • Manage network platform vendor for OEM program development.

• Developed primary use cases, customer journey and digital platform requirements. • Managed design, technical vendors to develop charger HMI, app, portal and DAM, app and portal UX/UI plus security. • Liaise with charger manufacturers to resolve HMI implementation issues. • Responsible for requirements and testing across releases, to support on-time launch. • Support development of OEM partnership strategies; support internal training as needed.

Electric Vehicle Infrastructure Operations and Marketing • Design, strategy and management of the BMW “360° Electric Lifestyle” EV and PEV programs for premium ownership experience. • Select appropriate infrastructure program suppliers. • Manage and oversee all aspects of online and offline customer journeys via partner relationships, such as signup, communications, processes, training and support. • Collaborate with marketing to drive awareness and enrollment for customer solutions • Approve corporate / press communications for targeted media outreach. BMW ActiveE Test Fleet – Operations, Sales, Marketing • Tested and approved custom lead and sales databases and processes, including integrated home charging, to achieve timely 100% pre-production EV retail. • Designed and approved dual data visualization websites as BMW i promotion tactic. • Supported and trained Customer Relations liaison for EV-related customer issues. • Developed cross-channel CRM campaigns. • Created and deployed event and newsletter communications for ActiveE EV drivers. • Created Customer Insights repository to drive strategy. • Developed dealer communications to improve consistency and education. • Managed 99 vehicle pre-production EV fleet for nationwide consumer events.

• Conduct market research, competitive benchmarking, and marketing strategy for academic books and journals and for sales organizations. • Create press releases, promotional materials, customer surveys, and strategic plans. Assess current outreach strategy and recommend improvements for better synergy and targeted customer communications.

• Launched SAGE’s most successful textbook, Our Social World (Ballantine/Roberts, ©2007). • Awarded first ever “Best Marketing Manager” award by internal sales team (2009). • PSS certified; made sales presentations to committees and individuals to close adoptions. • Created semi-annual sales meeting agendas, presentations, and sales tools for sales team. • Devised and executed innovative, synergistic omnichannel marketing strategies. • Responsible for SAGE booths at academic conventions. • Developed the first annual Books Marketing Offsite; co-created Copywriting Workshop. • Managed two direct reports.

Graduated with honors. Co-author, The Limited case study. Dean’s List; Beta Gamma Sigma Honor Society.