Milan, Lombardy, Italy
Senior Customer-focused Manager with 20+ years’ experience in leading global customer excellence programmes, designing innovative sales and marketing campaigns, and formulating business strategies in services and aftersales environment. Demonstrated history of success in driving global NPS improvement and business growth through harnessing strength of CX/CE champions, initiating best customer service practices, and delivering organisational change management. Highly passionate about customers and business impact. Italian, English, French Specialties: Building business strategies around a deep knowledge of Customers, products and company organization and turning them into highly performing operations is my passion. Skills & Experience: Customer Experience Management / Change Management / Business Development / Sales Excellence NPS Improvement / Customer segmentation / Employee Engagement / Aftersales and service / Digital Transformation Sales Coaching / Leadership of dispersed work-groups / Marketing and Communication
Sales Excellence | Business Development | Marketing | Customer Experience Consulting | Change Management | Contact Center | Credit Management
Customer Excellence Programs, Customer Experience, Change Management, Sales Management, Sales Coaching, Business Development, Elevator Industry
Leader of the global Customer Excellence (CE) program. Responsible for global program design and implementation. Serves as the global subject matter expert and drives consistent implementation and continuous improvement worldwide.
Responsibilities - Oversee business development. Responsable for Profit & Loss (€200MM turnover) - Lead portfolio growth initiatives (60 Service Leaders) - After sales, Repairs and Spare parts - Modernization sales (20 salesmen) - Customer Excellence Program - Net Promoter System - Digital Transformation, Remote Monitoring Program, Sales of Digital Services - Organization, training and sales management - Segment specific sales approach and tools - Sales Coaching - Product Management - Market Intelligence - External Communication - Call Center Management - Trainer Boss as coach program
- Responsible of operations (service, repairs, spare parts, modernizations, New Installations) - Responsible for profit and loss, Employees Engagement and Customer Loyalty Overachieved Budget, Best branch in Employees Engagement Survey (Willis Towers Watson) and Net Promoter Score
Acted as Change Management Supervisor, responsible for Italian SAP implementation of One Single Client Europe The IT project was run by an international team of about 50 people Successfully implemented a big organizational change and SAP modifications in a company of 1.500 employees Cultural change and continuous training were the challenges
Business Process Reengineering ISO Certification Euro Introduction