Looking for a job

Jacqui Palmer

@jacquelinepalmer

Message

E-Commerce Professional | Expertise in Process & Training Development, Associate Leadership, and Workflow Optimization

Canada

Message

What I'm looking for

I am seeking a remote role where I can drive results through process optimization, project execution, and stakeholder management. I’m energized by leadership opportunities and solving complex challenges that allow me to leverage my background in operations, training, and ecom merchandising. I prioritize joining a well-respected company that values work-life balance and a strong culture.

With 10+ years of experience spanning eCommerce merchandising, master data management, and account management, I specialize in driving cross-functional workflow improvements and developing solutions that enhance compliance, business performance, and team efficiency.
Fluent in English and proficient in French, I thrive in fast-paced, ever-evolving environments, aligning people, processes, and technology to deliver measurable results.
One of my most impactful achievements was owning the overhaul of the eCommerce Merchandising Support training program and creating a searchable process and knowledge directory during a major organizational shift. These initiatives reduced onboarding time by 57%, all while maintaining operational effectiveness.
With experience as a team supervisor, I’m passionate about associate development, training, and knowledge-sharing. My goal is to equip teams with the right expertise, foster collaboration, and create an environment where everyone can contribute meaningfully to business success.

Experience

Work history, roles, and key accomplishments

Master Data Management Lead

The Home Depot Canada

Jun 2023 - Nov 2024 (1 year 5 months)

Primary contact for Merchandising Support (45 associates), optimizing processes, diagnosing issues and developing tools & training to drive accuracy and efficiency.
KEY WINS:
-Partnered to develop and launch the first online-exclusive clearance process
-Cut associate onboarding time by 57% without impacting service
-Transformed stale knowledge libraries into accurate, intuitive, self-service hubs

Process Improvement Training Development Knowledge Management Confluence SharePoint Airtable Cross Functional Collaboration SOPs

Supervisor, eCommerce Merchandising

The Home Depot Canada

May 2020 - Jun 2023 (3 years 1 month)

Hired and led a team, focusing on associate development, performance management, and KPI alignment. Championed empowerment via improved education & self-service support.
KEY WINS:
-Led adoption of data visualization tools (Looker/Tableau)
-Built diagnostic tools; cut troubleshooting time by up to 90%
-Drove concept & requirements for event readiness tool; eliminated manual updates & flagged risks

Team Leadership Looker Tableau Data Analysis Automation RICE Prioritization Stakeholder Management

eCommerce Merchandising Specialist

The Home Depot Canada

Aug 2016 - May 2020 (3 years 9 months)

Primary contact for 80+ vendor partners, providing product onboarding, troubleshooting, maintenance, and account management services.
KEY WINS:
-Transitioned content collection process from email to a ticketing system. Built workflows, automations, and SOP. Ultimately improved key KPI from 68-99%
-Created 1st standardized training session & vendor onboarding package, ensuring quality & consistency

Vendor Management Content Validation Zendesk SEO Naming Quality Assurance

Production Assistant

Integrated Merchandising Systems, LLC

Sep 2015 - Jul 2016 (10 months)

-Coordinated end-to-end production of POS materials for The Home Depot Canada account (over 439 programs handled).
-Maintained an 18,000+ element Print-on-Demand database, ensuring compliance and on-time delivery.

Production Coordination Database Management POS Logistics Scheduling Project Coordination

Account Executive

Integrated Merchandising Systems, LLC

Sep 2014 - Jul 2015 (10 months)

Led a cross-functional team (production, customer service, finance, translation, and distribution) to develop, print, and ship point-of-purchase materials for McDonalds Canada, including job reconciliation.

Account Management Cross Functional Communication Financial Reporting Vendor Management Client Communication Scheduling Project Management Logistics Stakeholder Management Attention To Detail Problem Solving Negotiation

Customer Service Supervisor

Integrated Merchandising Systems, LLC

May 2014 - Sep 2014 (4 months)

Supervised a bilingual 5-person client-facing team, handling escalations, authorizing client credits, and producing performance reports to drive operational improvements.

Team Supervision Bilingual Support performance reporting Coaching

Customer Account Specialist

Integrated Merchandising Systems, LLC

May 2012 - Apr 2014 (1 year 11 months)

Managed account lifecycle tasks and high-volume inbound customer service for McDonalds Franchisees and store managers. Additionally maintained the IMS McDonald's website to ensure accurate product, pricing, and merchandising information.

Account Management Customer Service Order Processing Data Entry Client Communication High Volume Management Facilitating Problem Resolution Consultative Approach Lifecycle Management

Public Affairs Intern

Embassy of Canada to the United States

Dec 2011 - Apr 2012 (4 months)

Worked within the Digital Advocacy and Research Group, supporting the section by designing visual advocacy materials, managing content creation, and coordinating communications across internal teams.

Graphic Design Presentation Design Communication Editing Research Adobe Photoshop Adobe Illustrator

Marketing Assistant

The Lightning Group

Sep 2011 - Dec 2011 (3 months)

Provided administrative, research, and event support, directly contributing to high-profile projects for major clients including Taste of the Danforth and Holland Bloorview. Responsibilities spanned vendor sourcing, sponsorship outreach, and document management.

Market Research event support Proposal Writing Client Meetings Administrative Support Organizational Skills Negotiation Initiative

Resident Advisor

Western University

Jul 2008 - May 2009 (10 months)

Served as a resident advisor providing peer support, conflict resolution, and community leadership to students across the academic year.

Conflict Resolution Community Leadership Programming Mentoring Communication

Education

Degrees, certifications, and relevant coursework

Western University

Bachelor of Arts, Media, Information, and Technoculture

2007 - 2011

Grade: 3.7

Activities and societies: Resident Advisor (July 2008 - May 2009) / Foreign Exchange Student, Singapore (July 2009 - April 2010) / Student Mentor "Soph" (April 2010 - May 2011)

Graduated with Distinction with a
o Honours Specialization in Media, Information, and Technoculture (MIT)
o Major in English Language and Literature.

Pierre Elliott Trudeau High School

Certificate of Bilingual Studies, French Immersion

2002 - 2006

Grade: 4.0

Activities and societies: Student Council President (2005-2006) / Theatre Enthusiast (Stage Manager, Lead Actress, Choreographer) / Cheerleading Co-captain

Graduated with a Certificate of Bilingual Studies (French Immersion).
Recipient of the Principal’s Award for Exceptional Student Leadership as well as the English, CommTech, and Media Arts Award.