Carmen Melliard Villanueva
Customer Success Director at Valuedynamx- Claim this Profile
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Bio
Paola Meier-Cerdan
Outstanding commitment is what comes to mind when I think about Carmen. I’ve been working with Carmen for almost 3 years now and I can say without a doubt that she remarkably manages our commercial relationship and is fully engaged. During our meetings, she is always well prepared, producing elaborated and clear presentations about performance, recommendations on improvements and marketing opportunities among others. And since not everything should be about work; it’s always inspiring sharing our traveling plans ahead. In short, I’m very pleased working with Carmen and would, without hesitation, recommend her. She would be a real asset to any team.
Paola Meier-Cerdan
Outstanding commitment is what comes to mind when I think about Carmen. I’ve been working with Carmen for almost 3 years now and I can say without a doubt that she remarkably manages our commercial relationship and is fully engaged. During our meetings, she is always well prepared, producing elaborated and clear presentations about performance, recommendations on improvements and marketing opportunities among others. And since not everything should be about work; it’s always inspiring sharing our traveling plans ahead. In short, I’m very pleased working with Carmen and would, without hesitation, recommend her. She would be a real asset to any team.
Paola Meier-Cerdan
Outstanding commitment is what comes to mind when I think about Carmen. I’ve been working with Carmen for almost 3 years now and I can say without a doubt that she remarkably manages our commercial relationship and is fully engaged. During our meetings, she is always well prepared, producing elaborated and clear presentations about performance, recommendations on improvements and marketing opportunities among others. And since not everything should be about work; it’s always inspiring sharing our traveling plans ahead. In short, I’m very pleased working with Carmen and would, without hesitation, recommend her. She would be a real asset to any team.
Paola Meier-Cerdan
Outstanding commitment is what comes to mind when I think about Carmen. I’ve been working with Carmen for almost 3 years now and I can say without a doubt that she remarkably manages our commercial relationship and is fully engaged. During our meetings, she is always well prepared, producing elaborated and clear presentations about performance, recommendations on improvements and marketing opportunities among others. And since not everything should be about work; it’s always inspiring sharing our traveling plans ahead. In short, I’m very pleased working with Carmen and would, without hesitation, recommend her. She would be a real asset to any team.
Credentials
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Certified Data Protection Officer
IT Governance LtdNov, 2020- Nov, 2024 -
Certified GDPR Foundation Training Course
IT Governance LtdNov, 2020- Nov, 2024 -
Certified Customer Success Manager (CCSM) Level 4
SuccessHACKERMar, 2022- Nov, 2024 -
Certified Customer Success Manager (CCSM) Level 1
SuccessHACKERJan, 2022- Nov, 2024 -
Certified Customer Success Manager (CCSM) Level 3
SuccessHACKERJan, 2022- Nov, 2024 -
Certified Customer Success Manager (CCSM) Level 2
SuccessHACKERDec, 2021- Nov, 2024
Experience
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Valuedynamx
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United Kingdom
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Technology, Information and Media
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1 - 100 Employee
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Customer Success Director
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Sep 2021 - Present
Global role with the key objective to make our clients succeed with our loyalty commerce propositions.- Define and implement the customer success strategy.- Define and execute our customer lifecycle ensuring our clients are and the centre of all key milestones.- Create a voice of the customer programme.- Scale the client services function.
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Client Services Director (Europe)
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Jul 2018 - Aug 2021
Accountable for leading the European client services team and providing direct servicing to key clients in the region. Responsible for defining customer success plans in line with the client’s strategy as well as tracking the relevant KPIs and implementing initiatives to sustain continuous and sustainable growth.- Strong planning, operational, and leadership skills to drive cross-functional teams to delivery customer success- Customer lifecycle definition and on-going development- Experienced in contract renewals- On-going team mentoring and empowerment in line with aspirations and skillset Show less
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Collinson
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United Kingdom
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Consumer Services
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700 & Above Employee
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Client Relationship Manager (Europe)
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Apr 2016 - Jun 2018
• Effectively manage and grow the business with key accounts of Collinson Latitude for whom it provides loyalty earn & burn digital platforms (airline and hospitality loyalty programmes). • Formalise and maintain the Account Plans for each key account.Advocate client business needs and prioritise activities to ensure appropriate service to the clients. Ensure contract alignment with services provided and account billing are respected.Escalation point for client issues. • Project implementation and day to day account management (weekly meetings, account reviews…). • Monitor and analyse sales and P&L performance of the partnership, identifying and addressing shortfalls, formulating solutions and reporting back on deficits, risks and challenges • Marketing calendar management for all accounts – build marketing promotional calendar for the online shops, secure client communication commitment, relevance of the communication (ie. target group, copy, visual…) evaluate performance of key marketing activities and provide recommendations for continuous improvement. Understanding of client marketing environment, challenges and opportunities. • Product Development – contribute to product development roadmap with a particular focus on initiatives to maximize client & product revenue and to improve operational efficiencies. • Working with the Group data capabilities for the delivery of strategic data analytics studies to the account to demonstrate the positive impacts of redemption in the member engagement with the loyalty programme ‘Burning Drives Earning’. Machine learning techniques used to forecast member’s core programme activity based on past behaviour. • Internal resource and capabilities management across teams to deliver account objectives. • Identify and develop new business opportunities with the accounts in line with the client strategy. • Project Management of impact assessment of the new GDPR in loyalty commerce platforms and services offered. Show less
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Amadeus
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Spain
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IT Services and IT Consulting
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700 & Above Employee
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Product Manager/ Pre-sales Engineer Airline Loyalty
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Jul 2013 - Apr 2016
• Product management of Loyalty, Customer Service and Loyalty Partnership Management IT solutions. • Lead loyalty pre-sales engagement (RFPs, RFIs) including product demonstrations, project scoping and commercials for airlines around the world. Coordination with all stakeholders ensuring the overall success of the process. • Understanding of loyalty business requirements for different airline loyalty programme segments. Demonstration of how the loyalty system functionalities may be used to deliver each client specific loyalty strategy. • Definition and successful budget justification of a mid-term product roadmap supported by extensive market research, airline pre-sales engagement exposure and understanding of the competitive environment. • Loyalty product vision and lifecycle management, ensuring the long term competitiveness and profitability of the product. Lead for social media, gamification, ecommerce and payment integrations into the loyalty solutions. • Actively participate and support industry events (Industry conferences, Customer conferences…) • Customer retention: support the management of existing clients via retention activities (health checks, visits) • Drive up-selling opportunities based on understanding of customer needs. • Breaking organisational silos to integrate loyalty into the whole airline IT environment to deliver seamless customer experience. Show less
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Qatar Airways
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Qatar
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Airlines and Aviation
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700 & Above Employee
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Customer Loyalty Product Development Officer
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Nov 2011 - Jun 2013
• Develop and implement business strategies and project management of new features for the FFP- from origin to delivery- coordinating with all stakeholders. • Understanding of customer base and engagement with the FF via data analysis. • Planning and development of segmented campaigns with upselling, retention, recognition or awareness objectives. This involved creative thinking, on-going market research, member data analysis, brief compilation and full understanding of the technical capabilities of the loyalty system and operational constrains of the program. • Field support on frequent flyer programme related matters to the assigned marketing regions (Qatar, Europe and Americas) including participation in regional marketing workshops and Regional KPI monitoring. Creation of regional marketing toolkits to incorporate FFP as a tool in all airline marketing activities. • Project Management of an on-going redemption feature for the FFP aiming at increasing load factors for weak flights/routes and allowing members to redeem their points (Easy Deals). • Design and development of all the qualitative side (member benefits) of the FFP for the programme re-launch. Data gathering across relevant airline departments (airports, contact centre, revenue management, e-commerce) • Integration of the FFP with social media by proposing awareness and engagement campaigns to be communicated through the airline social media channels. • Business requirements definition for the development of a new in-house loyalty system (QLAS) • Breaking organisational silos to better integrate the frequent flyer programme in a multichannel environment Show less
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Education
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2010 - 2011
Cranfield University
Master, MSc Air Transport Management -
2002 - 2009
Universidad Politécnica de Madrid
Technical Aeronautical Engineer, Airports -
1988 - 2002
École High School, Oviedo
High School Diploma, Spanish; English, Contemporary History, Physics, Mathematics,Chemistry
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