Digital operations, Prince2 certified
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Experienced executive with an extensive background in Customer Service, Digital Experience, Project/Program/Product Management and Marketing, in the eCommerce/Retail, Software, Consultancy and Hospitality industries.
Over 20 years of experience leading result-oriented multi-disciplinary teams, combining analytical skills with creative thinking and balancing strategic and operational demands. Strong leadership and stakeholder management, capable of quick decision-making based on strong business/commercial judgment with a "can do" attitude and a continuous improvement approach.
10/2020 – Current Head of Support EU & LATAM – IDFinance Barcelona
Supervision of Customer Support (Moneyman & Plazo Card - Tier1, Logistics, Verification, Technical support, Cancellations). Implementation of new initiatives and operational optimization to improve the customer experience.
06/2018 – 10/2019 Head of Digital Experience - MediaMarkt Barcelona
Design of the Digital Customer Experience for Iberia, with focus on supporting the omni-channel experience. In charge of CRO,HQ Processes and Stores´ team training.
Define and gain alignment with local and central stakeholders for the Customer Service (CS) Program´s strategy, standard operational processes and KPIs. Manage the team in charge of strategic & scalable projects and continuous improvement initiatives. Own the Editorial material: emails, Web, knowledge centre.
Managing Sales & Marketing Strategies’ projects proposals to C-Level customers, working with project managers to present results and identifying opportunities for cross and up-sell.
01/2010 – 02/2011 Marketing Director – Interbel Barcelona
Definition and execution of the Marketing and social media strategies.
Creation of the team (PM, UX, Analytics) and definition of the vision and growth of the SaaS Customer Interaction products portfolio.
Owner of the Exploitation & Dissemination Work-Packages: writing proposals for funding requests and coordination of the consortium´s deliverables.
06/2001 – 01/2003 Customer Relations Manager - IBM Greenock
Responsible for investigating emerging issues and challenging the current status-quo aiming at improving the customer and distributors experience.
Key Achievement: 10% growth of customer satisfaction rate in 1 year.
01/1998 – 08/2000 MKT & Sales - Hotel-Restaurant Palacios La Rioja
Planning and organising the operational and strategic management.
Key Achievements: Closure of commercial agreements with international tour-operators with a 5% sales increase during the first year.
