Verona, Veneto, Italy
A business executive and entrepeneur with significant international experience in the areas of customer experience, marketing, strategy and market research, working for leading companies such as Toyota, Philips, P&G and Benckiser in highly competitive markets (Automotive, Electronics, FMCG, Cosmetics. My commercial background is completed by entrepreneurial expertise in founding Customer 1st consulting practice to support brands and companies to develop and improve their customer experience. I have experience in Emerging Markets (Middle East, Eastern Europe and South America) as well as in Western Europe. I am fast moving, determinated and commited to results, at ease in complex situations and successful in leading large teams. I have demonstrated capabilities to add value and to turn around businesses in troubled situation, accepting great challenges in my personal and professional life. Specialties: Customer Experience, Marketing strategy, New Product Development, Market Research, Forecasting, Consumer Insights, General Management
Founded Customer First - a consulting practice specialized in customer experience design and implementation. We are a Full-service provider: from experience design, CRM programs design and implementation, research program design and execution, advanced analytics, data collection and analysis software, to change management, process improvement and organizational re-design. Based on our foundation in deep analytics, we have developed proprietary approaches to establish linkages between customer metrics and business results (profitability, market share, sales). Further, we help small companies to establish their marketplace presence through business planning and marketing strategy and planning
Head of the Market Research & Insight department at ALJ, the largest distributor of Toyota Motor Co., supporting all business units and top management in the generation of business insights and fact based decision making. I designed the customer experience journey and vision, and introduced NPS as the key reference metric.
Head of SatisTraction, measuring customer satisfaction through emotional engagement through FaceTrace®, to measure emotions and provide a new way to capture customer experience. I have developed the service structure, ensuring customer feedback in real time through mobile research technologies for tablets and smart-phones. I have developed the business, generating leads and driving the awareness of the service among target clients in priority industries where emotional feedback is relevant: travel, retail, banking, restaurants.
My responsibilities included strategy development, customer experience/NPS measurement, consumer intelligence on insights, innovation, segmentation, loyalty, brand equity and market intelligence. I managed directly a team of 15 managers with the functional responsibility of around 90 managers in the businesses and countries. Key achievements have been the introduction of a standardized analytical framework for fact based decision making – enabling analysis of multiple data series for modeling purposes, development of the Consumer Lifestyle Strategic Vision 2015, refocusing of the CMI function as business partner to inspire and validate business choices, embedding a consumer centric vision in the current marketing, customer experiences and innovation processes. I developed the technology infrastructure to facilitate data access and analytics.
I managed the Milan Office and the Madrid Office, both posting impressive revenue growth. Key business contributions have been building marketing consultancy capabilities, clients’ industry expertise and team leadership and motivation.