CX & Loyalty Manager
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A results – driven, customer experience, insights, research and loyalty leader with 8 years of experience in Telecom, Travel and Financial Services. Strong expertise in research, 360° marketing campaigns, customer journey, product life-cycle, insights, Net Promoter Score, loyalty, repositioning and building brands across all customer touch-points. Focused on challenges, seeking to continue a progressive career, overcoming goals through being part of a successful and productive team and demonstrating strong leadership and negotiation.
Zurich Santander September 2019 – Present
Customer Experience and Loyalty Manager (Mexico)
Responsible for planning, developing and managing 360º marketing campaigns and loyalty efforts in Mexico, also to analyze & improve the customer experience and the customer life cycle. A core part of the role is to increase the value of the brand through the awareness, loyalty and sales. I´m member of the global marketing board and managing an extended team of 15 people to make possible all the strategy for the annual campaigns.
• Design and launch 5 360º advertising campaigns generating 12% growth in annual sales, which translates in more than US$17 MM. 65% of the income was generated from 1 top client campaign.
• Develop the first Customer Life Cycle for the main products of the company, increasing 15% level awareness, 10% NPS and 10% of the customer value.
• Work in a cross functional team to launch the first click to sell (Digital Sales E2E) to the consumers.
• Redesign the look & feel for every effort for campaigns, achieving Open Rate up to 50% and the results of the last points also is relationated with this strategy.
Hoteles City Express July 2015 - August 2019
Senior Research and Consumer Insights Manager (Mexico)
Responsible for the Annual Consumer Insights, driving more than 15 studies yearly with hi-impact results. Also, to analyze the voice of customer, employees and sales force in order to give recommendations and generate useful information for decision making at Executive Committee level.
• I was in charge for different research with Kantar, Lexia and DLR.
• I developed the data-based decision making going from 2 to 15 studies at the year.
• I worked in a cross functional team to develop the brand book and the identity for 2 top brands.
• I generated the first costumer journey, identify all the touch point with the client and developing strategies for improve the customer experience.
Televisa January 2014 - June 2015
Responsible for coordinating 23 tv stations to run market research, analyze information, generated key information and share results with the sales area.
