Experience

Submer

• Spain
• IT Services and IT Consulting
• 1 - 100 Employee

• Global Head of Customer Acquisition

  • Nov 2021 - Present

  In charge of planning and putting in place a global strategy (EMEA&META, APAC and AMERICAS) for acquiring new potential customers though different channels and activities: - Set up the lead nurturing program from scratch. - Set up the lead scoring program from scratch. - Run the outbound acquisition program from scratch. - Marketing automation though Pardot and Salesforce. - Customer journey mapping. - Inbound plus outbound activities. - Process mapping. - Toolkit: Salesforce, Pardot, Microsoft 365, LinkedIn Sales Navigator, LinkedIn Insights, Jira, Canva.



IQS Barcelona

• Spain
• Education Administration Programs
• 200 - 300 Employee

• CRM & Customer Experience Associate Proffesor

  • Jan 2019 - Jul 2022



CPM International

• United Kingdom
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Head of Owner Experience and Insights Manager

  • Nov 2020 - Nov 2021

  In charge of Quality, NPS analysis and Reporting teams for Dyson customer service:- Ensure high level of quality across 16 markets and around 1.000 advisors through 5 channels (voice, chat, WhatsApp, eMail and SM). Achievement: +10pts in 9 months. - Spot pain points by analysing NPS across 16 markets through 5 channels. Quantify the number of customers linked to each pain point and forecasting the potential impact on NPS if fixing the issue. Achievements: +7 points after spotting and putting in place some initiatives. - Leading the reporting team in charge of producing all the reports across EU markets by following the next steps: collecting - cleaning - analysing - visualizing data. Using tools such as Salesforce Service Cloud as CRM, Power Apps for automating processes and Power BI for visualizing data. -Team management: in charge of a multilingual team of 32 people having 11 reporting directly to me.

• Digital Customer Experience Lead

  • Oct 2019 - Nov 2020

  Responsible for improving Dyson customer service experience by:-Establishing the omnichannel strategy for 16 European markets by promoting the usage of those channels that have a better performance in terms of: efficiency (higher productivity at lower cost), effectiveness (higher first contact resolution and higher sales conversion rate) and quality (higher NPS).-Implementation of disruptive technologies and tools to automate processes focusing on improving customer experience lifecycle.-Market research on new digital trends.



Santa & Cole

• Spain
• Design Services
• 1 - 100 Employee

• CRM Manager & Digital Transformation Lead

  • Nov 2018 - Nov 2019

  Responsible for boosting the company's digitization process and improve customer experience through: -Designing, developing and implementing the global CRM strategy (B2B and B2C). Working with Salesforce. -Designing, developing and implementing marketing automation campaigns (lead generation, lead nurturing, customer engagement, loyalty program and customer segmentation). Working with Pardot. -Designing a multi-channel customer experience program. -Data analysis and reports preparation. - Inbound marketing and outbound marketing.



Volkswagen Group España Distribución

• Spain
• Automotive
• 500 - 600 Employee

• Demand Generation & Customer Experience

  • Jan 2018 - Nov 2018

  Responsible for improving customer experience and boosting digitalization process through: -Implementing a lead generation strategy (inbound marketing) that helps to increase business opportunities and get better conversion rates (up to 11%) at different stages of the marketing and sales funnel. -Analyzing and optimizing the whole customer journey (from acquisition to advocacy). -Boosting the POS by assessing and implementing disruptive technologies to enhance customer engagement and monetize business opportunities.

• CRM Retention Responsible

  • Mar 2013 - Dec 2017

  Responsible for the entire Digital CRM loyalty program, including:-Onboarding plan: digital (marketing campaigns) and POS (Welcome pack that includes technological gadgets awarded in 2016 linked to a mobile app fully developed in Spain with ⅘ rating on IOS & Android).-Designing and executing the CRM contact plan (including customer segmentation). Working with Salesforce Marketing Cloud.-Volkswagen World customer portal with more than 113K customers enrolled and 40% of engagement rate. Relevant features developed: car order tracking, online service appointment (77% of conversion rate and increasing 12pts the average ticket), digital car appraisal amongst others. -Cross-selling and up-selling activities to increase business opportunities.-Customer care program coordination. -Monitor, analyze and report all activities related to the loyalty program.-Outbound marketing campaigns.-Budget management: up to 3.5M€.

• Retail Marketing & Events Specialist

  • Sep 2010 - Mar 2013

  Responsible for events, trade shows and sponsorships management, including:-All types of events (internal and external) management.-Coordination of promotional activities, local advertising campaigns and Automotive International Motor Show. -Merchandising materials. Suppliers management. -Events ROI.-Budget management: up to 3M€.



Volkswagen Group España Distribución

• Spain
• Automotive
• 500 - 600 Employee

• Assistant Dealer Marketing

  • Jun 2009 - Jun 2010

  As part of the Marketing department, I was responsible for: -Developing the annual Marketing plan, including: advertising campaigns, sponsorship & events (Motor shows, Tour de France, National Championship Rallies…), CRM activities, and merchandising (Skoda merchandising boutique). As part of the Marketing department, I was responsible for: -Developing the annual Marketing plan, including: advertising campaigns, sponsorship & events (Motor shows, Tour de France, National Championship Rallies…), CRM activities, and merchandising (Skoda merchandising boutique).



Siemens

• Germany
• Automation Machinery Manufacturing
• 700 & Above Employee

• Marketing and Communications Assistant

  • Oct 2007 - Oct 2008

  As part of the Marketing department, I was responsible for: -Creative design: advertising materials such as brochures, leaflets and merchandising. -Setting up and maintenance of the new external website. -Internal communication channels (digital magazine and newsletter). -Management of external suppliers. As part of the Marketing department, I was responsible for: -Creative design: advertising materials such as brochures, leaflets and merchandising. -Setting up and maintenance of the new external website. -Internal communication channels (digital magazine and newsletter). -Management of external suppliers.