São Paulo, São Paulo, Brazil
Chief Marketing Officer, with international career developed during the past 25 years. Advocate of the omni-channel business model, customer-centric organizations and company growth guided by data driven insights. Cumulated experience in change management, I have successfully led departments under my direction through M&A, innovations and new technologies development and implementation. Motivated by purpose and by people who believe in the relevance of what they do.
Membro da Diretoria Estatutária do Grupo Mongeral Aegon, responsável pela área Comercial, Comunicação, TV Corporativa, Eventos, UX/CX, Relacionamento (CRM, sites, perfis sociais e mídias digitais), Desenvolvimento de Produtos, Analytics e Inteligência de Mercado, Marketing Digital e Gestão de Inovação.
Member of the Board of Directors at Mongeral Aegon, in charge of: Communications, Corporate TV, Events, Relationship (CRM, digital platforms, social networks), Product Development, Analytics and Business Intelligence, Digital Marketing and Innovation Management. Recent work with the whole company made it possible to: •Launch a new Brand strategy and increase the company´s presence in social media contributing to a greater recognition of Mongeral Aegon as a modern and important company in the Brazilian market of Life and Pension; •Define the Purpose of the company ("To help People to take responsibility for their financial future"), its Values and its Ambition ("To be the most recommended Brand among Brazilian insurance companies"), aligned to those of the Aegon Group; •Implement a relationship ruler that integrates all points of contact between the company and its Clients. To contribute to the implementation of the new instruments necessary to correctly manage (SalesForce, Avaya, Scoring) and monitor (Net Promoter Score) the results of the use of the relationship ruler and the customer journey; •Launch an integrated strategy between traditional and new distribution channels, including the first online store in the Brazilian Life and Pension market with more than 500.000 visits and more than 2.000 policies sold 100% on-line. This Strategy won the 2014 CNSeg Innovation Award on the Products & Services category; •Intensify the use of Innovation methodologies to address problems, challenges and opportunities, ensuring that the solutions found are based on evidence collected in the field and not only on "in-house" insights; •Sponsor the Relationship Team, which won the 2016 Aegon Global Awards in the category Best Empowerment initiative. The project focused on the way to measure the quality of care provided in a Relationship Center. In the Aegon Group, member of the Brand & Customer Council (B&CC), responsible for the international Brand policy of the group.
Reporting to shareholders, was responsible for the six operational areas in the company: Operations and Customer Service, Human Resources, Commercial and Marketing, Network of Service Providers, Information and Technology, Administrative and Financial. In eight years, with the help of a young and motivated team, we managed to engage shareholders in an ambitious strategic goal, defining opportunities and targets for organic and non-organic growth. New practices and methodologies were introduced and new processes and indicators of cost control and correction were defined. A more systematic and aggressive commercial activity was set in motion, supported by the development and presentation of new products and services to the Brazilian Assistance market. As a result, the company's annual turnover went from less than ten million BRL (in 2001) to more than 53 million BRL (in 2008), which led the company to move from Rio de Janeiro to São Paulo in order to sustain its growth in a more favorable fiscal environment. This process culminated in a negotiation with Bradesco Seguros group for it to become part of the corporate structure of Europ Assistance Brazil, thus implementing the largest international operation of the Europ Assistance Group - with more than 800 employees, a yearly volume of more than one million cases, a turnover of 240 million BRL and multiplying the asset value held by shareholders. In the end, Europ Assistance Brazil became the leader in the Brazilian Assistance market.
Reporting to the CEO, coordinated a team of five people responsible for implementing the strategic plan, developing new products, and defining and reaching sales and profitability goals. During this period of time, we managed to reorganize the clients portfolio and to design and offer new products in a very mature market, with extremely reduced growth rates. In these three years, the company's turnover increased about 40% and the operational result doubled.
Reporting to the Strategic Marketing Director of the "two-wheels" business unit, was responsible for the Piaggio and Vespa brands and coordinated Product development, Communication (advertising and POS), and the price policy for vehicles under these brands on the European markets.