Jenn Mueller
Hamilton
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
14
14
years of professional experience
Work History
Sponsorship Coordinator
Supercrawl Productions
04.2024 - 04.2025
- Maintained current knowledge of evolving changes in marketplace.
- Built diverse and consistent sales portfolio.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Informed customers of sponsorship opportunities to increase sales productivity and volume.
PROGRAM MANAGER, Digital Marketing Division Projects, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
09.2022 - 03.2024
- Responsible for a team of 4 digital marketing specialists whose mandate is to drive visitor spending and increase economic activity for local businesses by enhancing Hamilton’s image and appeal to regional, provincial, national and international tourism markets.
- Developed strategic digital approach for promotion across various lines of business leisure, meeting & convention sport, large and hosted events (e.g. Canada Open, Grey Cup) and in market servicing.
- Knowledge and applied evidence of data-based decision making as pertains to problem solving using Google analytics, demographics, current visitor trends preferences and consumer travel profiles to inform strategic planning for the City’s Tourism approach and a refreshed Tourism strategy.
- Utilized as a tourism and visitor attraction subject expert by other Divisions (e.g. Economic Development for the development of marketing and digital media strategies, Economic Development for strategic planning).
SENIOR PROJECT MANAGER, Supervisor, Digital Marketing, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
11.2021 - 09.2022
- Managed and prioritized the yearly advertising and promotion budget for Tourism Hamilton
- Led the successful implementation of the Marketing and Content plans for Tourism Marketing pivoting to an enhanced localized approach over pandemic which devastated the sector
- Initiated a sustainable approach to market servicing to improve economies and support City’s commitment to climate change (e.g. QR codes sidewalk decals).
- Supported the City of Hamilton’s Music Strategy and the Business Development Consultant for Creative Industries by leading a multi-year strategic business plan for pandemic recovery.
- Partnered with Hamilton Music Advisory Team (HMAT) on a Music Cities award application successful recipient for Fair Payment for Musicians.
SENIOR PROJECT MANAGER, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
02.2018 - 11.2021
- Led the initiative to redevelop the Tourism Hamilton website with the goal of improving traffic and increasing visitors - launched May 2019.
- Led the initiative for a Tourism Hamilton brand refresh including the plan to implement recognized by Economic Developers Association of Canada (EDAC) in 2017 as one of the top marketing brands in the country for creativity, innovation and exceptional marketing of the region as a tourism destination.
- Initiated a review of all entry points to tourism to improve the visitor experience (e.g. phone, email, Digital print, visitor centre etc.).
- Corporate trainer for Prosci Change Management responsible to facilitate training sessions for hundreds of City employees over the course of 3 years.
- Supported and led the Hamilton Music Advisory Team (HMAT) - launched the City of Music brand and initiated Music Mondays program
SENIOR PROJECT MANAGER (Ontario Works)
CITY OF HAMILTON
09.2012 - 02.2018
- Defined project scope and deliverables that supported business goals with consideration to provincial legislation and directives as well as stakeholder engagement and community survey (e.g. Proposal to reduce clinical Training time, Manual reprinting review, SAMS recovery, Ontario Works Web ReDevelopment, Call Handling).
- Liaised with all project stakeholders including staff, management, directors and senior management.
- Proactively sought opportunities for continuous process improvement (e.g. Developed the Found Work application for reporting and ensuring accurate one target downloads from the province).
- Developed new internal policies to support continuous improvement (e.g. Customer Service standards, Needs testing).
- Collaborated on the OW Operations strategic business planning team to ensure priorities aligned at all levels.
eLEARNING SUPPORT/Project Manager
THINKFORCE TRAINING INC
01.2011 - 01.2012
- Contracted e-Learning trainer and training support.
- Prime consultant for change management.
- Developed a training package focused on contingency planning, change management and process improvement to assist small business owners.
- Facilitated instruction courses to various contracted vendors across Canada.
Education
Bachelor of Arts - Political Science
McMaster University
Skills
- Customer Experience
- Collaborative team leadership
- Project Management
- Collaborative facilitation skills
- Adaptability and flexibility
- Multitasking Abilities
- Continuous Improvement
- Persuasive communication
Languages
English
Full Professional
Timeline
Sponsorship Coordinator
Supercrawl Productions
04.2024 - 04.2025
PROGRAM MANAGER, Digital Marketing Division Projects, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
09.2022 - 03.2024
SENIOR PROJECT MANAGER, Supervisor, Digital Marketing, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
11.2021 - 09.2022
SENIOR PROJECT MANAGER, Creative Industries (Tourism & Culture)
CITY OF HAMILTON
02.2018 - 11.2021
SENIOR PROJECT MANAGER (Ontario Works)
CITY OF HAMILTON
09.2012 - 02.2018
eLEARNING SUPPORT/Project Manager
THINKFORCE TRAINING INC
01.2011 - 01.2012
Bachelor of Arts - Political Science
McMaster University