Austin Michalke
Atlanta
Summary
Dynamic leader with a proven track record in eCommerce strategy and Digital Service Innovation. Increased App activations by 76% and drove revenue growth from $48M to $72M in Vehicle Accessories. Ready to boost customer engagement and brand admiration.
Overview
12
12
years of professional experience
Work History
Principal, Connectivity Management and Sales
Mercedes-Benz USA
Atlanta
06.2022 - Current
- Lead Connectivity Strategy for Mercedes-Benz Vans, driving increased activations of the Mercedes-Benz app across dealer and strategic customer channels. From 38% to 114% in just 3 years.
- Partner cross-functionally with Sales Operations, Marketing, Financial Services, and Customer Services to align strategies and maximize downstream revenue opportunities from the Digital Extra Store, an online marketplace for customers purchasing services for their vehicles.
- Led the launch of a B2B digital services marketplace, enabling commercial customers to seamlessly purchase, activate, and manage vehicle connectivity solutions, driving new recurring revenue streams and improving dealer engagement.
- Build and maintain relationships with vehicle dealer network, RV manufacturers, and Upfitters to ensure seamless customer onboarding and activation.
Product Manager - Tech. Accessories and Navigation
Mercedes-Benz USA
Atlanta
06.2017 - 06.2022
- Grew the vehicles accessory product portfolio and increased revenue for both locally sourced and international sourced product - From $48 Million annually to $72 Million annually in only 4 years.
- Collaborated with multiple vendors and internal stakeholders to create a standalone B2C eCommerce site for all vehicle accessories, focusing on a seamless customer experience based on information distilled from extensive market research.
- Lead full scale marketing campaigns and product development cycles, with a focus on stylish, functional product assortments and customer communications that aligned with the Mercedes-Benz standard of "The Best or Nothing."
Product Manager - Service Content
Mercedes-Benz USA
Atlanta
05.2016 - 06.2017
- Created and administered a new digital service drive product, which supported the development and deployment of a progressive retail environment that increased dealership throughput by a full 15%.
- Executed a digital service process strategy that boosted customer satisfaction index (CSI) scores to an industry leading 91/100.
- Supported the introduction and UI design of an automated vehicle service platform, which fully digitized the customer interaction with the dealer's DMS (Dealer Management System), while enhancing the after-sales CRM strategy.
Product Trainer
Apple Inc. HQ
Austin
08.2013 - 05.2016
- Led world-class training for Apple Care Advisors and Managers by leveraging innovations in adult learning theory and the latest technology-centered training programs to lower employee turnover by 8% while improving trainee performance in every measurable KPI.
Education
Bachelor of Arts - Communications
University of South Carolina
05-2013
Advanced Internship - Computational Engineering Program
The Ohio State University
06-2010
Skills
- eCommerce Platforms and Strategy
- Technology/Systems Integrations
- UI/UX Design
- Digital Service Strategy
- Connectivity Solutions
- Cross-Functional Collaboration
- Market Research Analysis
- Dealership Relationship Management
- Customer Relationship Management
Affiliations
- Avid Reader
- Music Fanatic
- Nature Lover
References
References available upon request.
Timeline
Principal, Connectivity Management and Sales
Mercedes-Benz USA
06.2022 - Current
Product Manager - Tech. Accessories and Navigation
Mercedes-Benz USA
06.2017 - 06.2022
Product Manager - Service Content
Mercedes-Benz USA
05.2016 - 06.2017
Product Trainer
Apple Inc. HQ
08.2013 - 05.2016
Bachelor of Arts - Communications
University of South Carolina
Advanced Internship - Computational Engineering Program
The Ohio State University