Zurich, Zurich, Switzerland
Digital Transformation and Enterprise Architecture professional with 15 years of progressive experience bridging technology and business optimization. Specialized in international CRM migrations, business process optimization and automation and IT Strategy across Telco and Media industries. Proven track record leading diverse teams and reporting directly to C-level executives. Technology-agnostic approach: fluent in adapting agile, waterfall, and hybrid project management methodologies to specific business context.
Direct report to Chief Strategy Officer. Lead team of 5 FTEs across Business Architecture, IT Demand Management, and Project Portfolio Management. - Defined and executed multi-year IT transformation strategy aligning business objectives with technology investments - Managed enterprise-wide project portfolio, prioritizing initiatives for maximum business impact - Guided enterprise architecture decisions for platform migrations and modernization initiatives - Stakeholder engagement with C-suite executives and cross-functional leadership teams
**Salesforce Product Manager & Team Leader** | *May 2018 – Sep 2020* Application Owner for CRM, Sales, and Operations platforms. Led internal Salesforce Competence Center with 10 FTEs. - Directed successful multi-year CRM migration from legacy systems to integrated Salesforce ecosystem (Sales Cloud, Service Cloud, CPQ, Experience Cloud) - Designed and implemented comprehensive solution architecture encompassing Lead Management, CRM, Product Management, Sales, Operations, Fulfillment, and Customer Care - Managed product roadmap, requirements gathering, and continuous platform optimization - Oversaw UAT, user training, and change management across organization - Key projects: IT Zielbild (2-year legacy system phase-out), Customer Mobile App (iOS/Android for 100K users), Customer Center Portal (Experience Cloud implementation)
My job is to support everis vertical Units in Business Analysis and Digital Transformation Projects also leveraging Company resources and external Partners to identify the best and effective solutions for the Client. Projects: IMPACT ANALYSIS FOR SALESFORCE IMPLEMENTATION (10/17 – 02/18, Zurich) For Switzerland's market leading Directories & Digital Marketing I’led the Team responsible for Business Analysis and process reengineering to realize Salesforce CRM implementation and phase out of legacy Systems. - Planning and Coordination of As Is Analysis to define internal processes and identify critical issues. - To Be Process Design (Lead Management, Sales, Telesales, Customer Care, Invoicing) in line with Salesforce CRM capabilities. - Product Catalog Harmonization in line with Company’s transformation and future goals. - Reporting of Project Status to Advisory Board and Top Management. ASSESSMENT AND PoC SET-UP FOR A NETWORK MONITORING TOOL (05/17-09/17, Rome) For a major Telco Company’s Network and Customer Care Departments, I was involved in the process assessment and roadmap definition to develop a PoC of a Network Monitoring Tool. PARTNERSHIP MODEL DEFINITION FOR A CUSTOMER EXPERIENCE SOLUTION (06/17-08/17, Rome) Scouting of solutions for a major Telco Company to improve Customer Experience and WiFi issues resolution. After the evaluation phase, I worked to define the partnership model in terms of business model and operative model with a US Company specialized in WiFi issue resolution. SETUP AND PROPOSITION OF AN OFFER FOR GDPR COMPLIANCE SERVICES (04/17-07/17, Milan-Rome) Working togheter with Legal and Technology departments ai mof the Project was to build an offer to support everis Clients in GDPR Compliance I was responsible of: - Partnership model definition with a specialized Legal Firm; - Coordination of internal development of necessary Tools and Frameworks - Offer presentation to the Clients with Workshops or tailored proposals.
Working for a major TelCo Company I handled new IT requirements from Demand phase to GoLive with the following responsibilities. • Change Management: gather the Client business needs supporting in IT Solutions Design and Processes Design Improvement. • Project Management: Plan new requirement implementation, keep the Projects on track ensuring the best quality of deliverables accomplishing the following tasks: o Scheduling and superfision of Team Activities according to Project capacity; o Recognizing and resolving project issues and conflicts; o Reporting of Projects status to senior management and Clients stakeholders; o Managing the skills of team members, assessing future skills required; o Facilitation of meetings (both internal and external).
In a multi-Country context for a major TelCo Company I took part in a two years Trasformation Program to design and develop a new CRM Platform dealing with the following tasks: - Demand management: Requirements gathering, analysis and estimation of IT solutions to create, improve or integrate the CRM processes. - Functional Lead: Planning and supervision on Functional Design activities (Teams from up to 6 Analysts) for enhancement and integration of a CRM Platform. - Test Lead: planning of System Test, Integration Test, User Acceptance Test and supervision of dedicated Teams (up to 8 Testers/Developers) - Training: for Contact Center and CRM Users;
As part of my thesis research, I completed an internship in the Quality Management Department of the University of Naples. During this time, I was responsible for analyzing the Quality Management System to identify critical and improvable areas, as well as designing, drafting, and testing a Works Management Procedure according to UNI EN ISO 9001:2008 Standards on a pilot building site. My role involved conducting thorough analysis of the Quality Management System, developing improvement plans, and collaborating with cross-functional teams to ensure successful implementation of the Works Management Procedure.
As a participant of the "The Day Before" training-work program, I had the privilege of being selected among engineering graduates nationwide. I gained valuable experience in various areas of the business, particularly in Customer Care and Outbound Sales activities for B2B and B2C customers and participated in an internal training program covering a range of topics including Fixed and Mobile Networks, Marketing and Go-to-Market strategies, Cloud Computing, ICT, and Economics. During my time at TIM, I also had the opportunity to participate in a project-work as part of the B2B Marketing team. Our goal was to define an offering for "over wi-fi" services for the SoHo market.
During my internship as a Market Analyst my main responsibilities included analysing the On-Demand TV Market, conducting benchmarking activities, and designing Go-To-Market strategies for new products and services. Through market research and analysis, I developed insights on emerging trends and customer preferences, which I leveraged to support the creation of effective marketing strategies for the company's offerings.