Greater Barcelona Metropolitan Area
Hard-working, ambitious, driven individual and pride myself on my ability to cultivate professional working relationships. In 2017 I tackled a position as a CRM Consultant and Data Analyst at Merkle Emea initiating my career in CRM & Digital Marketing fields. I started getting responsibilities leading my team, and growing in leadership and team management, as well as a client facing role project management. Last few years, I worked as a Service Lead including email and web for global clients. Main industries: Telecom, Lighting, Streaming, Snack food.
Industry: Telco Driving the CRM team’s transition from Unica and Pega to Braze, ensuring smooth adoption and alignment with business objectives. Coordinating a multidisciplinary team of consultants and partnering with key stakeholders to capture, refine, and translate requirements into scalable solutions. Developing the client’s end‑to‑end process framework and proactively identifying opportunities to enhance operational efficiency and collaboration across both Merkle and client teams.
Industry: Streaming. Worked across several functions from 2024 to 2025 within the same team. Began within Service Delivery, where responsibilities included burn reporting, capacity planning, cross‑team performance assessments, and identifying opportunities to streamline operations. Subsequently took on the role of CRM Chapter Lead, offering interim leadership and ensuring continuity of delivery and team support.
Industry: Lighting Client facing role leading the B2C digital delivery service across Email, Web, Product Content Trouble shooting and Analytics. Responsible for strategic planning, operational excellence and efficiency, execution support and escalation Management. Leading a team of CRM specialists (both in Barcelona and India) and content management (India). Some of my main tasks: • Oversee resource allocation and service delivery across all channels ensuring SLAs are met • Be the first point of contact for client brands to scope new work requests • Be responsible for bimonthly schedule planning and tasks allocation across the whole team • Create operational efficiencies based on the observations of ongoing projects and operations, needs and gaps on client side • Provide guidance on test plans, support and consultancy on complex campaigns and new projects • Be the main POC and consultant for the client's • Main POC for all escalations, new project requests and ad-hoc questions to inform on what can be delivered and what impact it would have • Be responsible for monthly service level reporting, monthly KPI analysis across all channels and quarterly tracking of team quality (QA right first time, av. time / ticket, spot knowledge gaps). • Conducting performance mid year or annual reviews for members under my team management.
Promoted to Team Lead after two years in the CRM Consultant role, leading the team supporting O2–Telefónica UK. Key responsibilities in addition to my previous CRM duties included: - Acting as the main point of contact for the client and key stakeholders, including analytics teams and partner agencies - Serving as the escalation point for operational issues and upcoming challenges - Leading and managing a team of up to 12 people, ensuring high‑quality delivery and performance - Collaborating closely with the client, including occasional travel to London for onsite sessions - Organising client visits to Barcelona, coordinating quarterly review meetings and team‑building activities
CRM Consultant supporting a major UK telecommunications provider on their decisioning and marketing operations. Responsible for analysing campaign briefs, training Campaign Managers, and implementing outbound marketing campaigns using IBM Marketing Cloud. - Primary point of contact for all client campaign activity, including execution, SLA management, and campaign brief validation - Partnered with Campaign Managers to deliver counts, reporting, and performance analysis - Participated in client meetings to gather requirements and translate them into actionable campaign strategies - Developed a strong understanding of the client’s business to build target audiences, decisioning strategies, segmentation, and predictive/adaptive model usage - Scheduled and monitored campaigns using IBM Unica, Teradata, and Oracle - Produced internal reporting and data analysis using Power BI
Worked as a contractor at the Office for National Statistics (ONS) in Fareham within the Question and Questionnaire Design (QQD) team, contributing to the development of the 2021 Census questionnaire. The role combined research design, testing, analysis, and cross‑team collaboration within a highly structured and time‑sensitive programme. Core Responsibilities - Research design and delivery — Planned and executed a range of qualitative and quantitative research projects within fixed timeframes, ensuring all studies met the methodological requirements for census question testing. - Questionnaire testing — Supported the testing of the electronic questionnaire, including accessibility assessments, routing path validation, and evaluation of user experience to ensure compliance and clarity. - Evidence synthesis — Provided summaries of previous research and integrated findings from ongoing research strands to inform decision‑making on question wording, structure, and usability. - Reporting and communication — Produced written reports and delivered presentations to communicate research outcomes, insights, and recommendations to internal stakeholders. - Cross‑team collaboration — Worked closely with colleagues across ONS to share knowledge, align research approaches, and contribute to the development of collective expertise within the QQD team.
Worked at Olive Tree Restaurant while completing an MSc, bringing extensive prior hospitality experience and contributing as part of the management team. The role combined customer‑facing service, operational coordination, and staff support in a fast‑paced environment. - Booking and guest management — Handled reservations and managed email and phone enquiries, ensuring smooth communication and an efficient seating plan. - Team training — Trained new staff members on service standards, operational procedures, and customer interaction, supporting consistent team performance. - Operational support — Managed supply orders and monitored stock levels to maintain uninterrupted service. - Customer service — Delivered high‑quality service, including taking food and drink orders, serving meals, and resolving guest queries to maintain a positive dining experience.
During this time, I was immersed in the day-to-day running of a research laboratory in psychology. We aimed to explore whether narcissism, the charity framing appeals (agentic or communal message framing) and the effect of the situation as private or public; would affect the prosocial behavior (dependent variable) in a sample of undergraduate students of Psychology at University of Southampton.