Experience

Fielo

• United States
• Software Development
• 1 - 100 Employee

• Global Head of Loyalty and Incentives S.M.E. / Customer Success

  • Sep 2019 - Present

  As Global Head of Loyalty and Incentives Subject Matter Expert - S.M.E. and Customer Success, I'm responsible for supporting customers in the design and post-implementation success achievement of their loyalty and incentive programs. Head of CS team which helps customers worldwide have the best-in-class loyalty and incentives strategy using Fielo. As Global Head of Loyalty and Incentives Subject Matter Expert - S.M.E. and Customer Success, I'm responsible for supporting customers in the design and post-implementation success achievement of their loyalty and incentive programs. Head of CS team which helps customers worldwide have the best-in-class loyalty and incentives strategy using Fielo.



Instituto CX

• Brazil
• Education Administration Programs

• Partner

  • Feb 2018 - Present

  Founder of Instituto CX, a training and consulting company focused on Customer Experience and Loyalty projects, I've already helped companies such as Coca-Cola, FEMSA, Abbott, Galderma, Suez, among others to implement Customer Experience Strategies. Founder of Instituto CX, a training and consulting company focused on Customer Experience and Loyalty projects, I've already helped companies such as Coca-Cola, FEMSA, Abbott, Galderma, Suez, among others to implement Customer Experience Strategies.



ESPM Escola Superior de Propaganda e Marketing

• Brazil
• Higher Education
• 700 & Above Employee

• Visiting Professor

  • Mar 2018 - Present

  Professor of the post-graduation courses, teaching Loyalty, CRM, CX, Customer Service and Customer Success. Professor of the post-graduation courses, teaching Loyalty, CRM, CX, Customer Service and Customer Success.



FGV

• Airlines and Aviation

• Visiting Professor

  • Jun 2011 - Present

  Professor of Marketing in the MBA courses, teaching the disciplines: CRM, Customer Experience, Customer Loyalty Management, Social Commerce, Direct Marketing and Telemarketing. Elected in 2016 and 2018 the best MBA Marketing Professor. Professor of Marketing in the MBA courses, teaching the disciplines: CRM, Customer Experience, Customer Loyalty Management, Social Commerce, Direct Marketing and Telemarketing. Elected in 2016 and 2018 the best MBA Marketing Professor.



FIA Business School

• Brazil
• Higher Education
• 400 - 500 Employee

• Visiting Professor

  • Oct 2012 - Present

  Professor of MBA in Marketing teaching CRM and CX. Professor of MBA in Marketing teaching CRM and CX.



Senac

• Brazil
• Higher Education
• 700 & Above Employee

• Visiting Professor

  • Feb 2016 - Jun 2019

  Visiting Professor teaching CRM, Marketing Management and Market Research Visiting Professor teaching CRM, Marketing Management and Market Research



dunnhumby

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Customer Engagement Capability Director - LatAf

  • May 2018 - Sep 2018

  Responsible for Customer Engagement in Latin America and Africa. I led cross cultural teams in charge of planning and implementing Loyalty and CRM programs for clients such as GPA (Pão de Açúcar and Extra), Raia Drogasil, Eudora (Brazil), Exito, Novaventa (Colombia), SMU (Chile), Shoprite (South Africa) and also supporting the pre-sales processes. Responsible for Customer Engagement in Latin America and Africa. I led cross cultural teams in charge of planning and implementing Loyalty and CRM programs for clients such as GPA (Pão de Açúcar and Extra), Raia Drogasil, Eudora (Brazil), Exito, Novaventa (Colombia), SMU (Chile), Shoprite (South Africa) and also supporting the pre-sales processes.



LoySci

• Brazil
• Software Development
• 1 - 100 Employee

• Head of Engagement Strategy - LatAm

  • May 2017 - May 2018

  Head of Engagement Strategy, responsible for clients in Brazil and Latin America. Responsible for the design of loyalty and gamification projects including mobile engagement strategy for Fellipelli and Movida in Brazil and Banco de Costa Rica in Costa Rica. Head of Engagement Strategy, responsible for clients in Brazil and Latin America. Responsible for the design of loyalty and gamification projects including mobile engagement strategy for Fellipelli and Movida in Brazil and Banco de Costa Rica in Costa Rica.



Fundação Armando Alvares Penteado

• Brazil
• Higher Education
• 500 - 600 Employee

• Associate Professor Phd

  • Aug 2014 - Apr 2018

  Professor Phd of Marketing, teaching Marketing Strategy, Integrated Marketing Communication and Digital Marketing for graduation and post-graduation students. Professor Phd of Marketing, teaching Marketing Strategy, Integrated Marketing Communication and Digital Marketing for graduation and post-graduation students.



Loyalty Marketing Solutions – Brasil

• Partner and Managing Director

  • Nov 2003 - May 2017

  • Managing Director in charge of the agency and consulting firm specialized in Relationship Marketing. Loyalty Marketing Solutions has offices in Rio de Janeiro and São Paulo and focus on the development of Marketing and CRM strategies for large companies in Brazil by planning, managing and executing customer experience, lifecycle marketing strategies and loyalty programs. • Responsible for loyalty and CRM consulting and methodology development as well the implementation of multichannel Customer Experience and Loyalty Programs involving the analysis of complex marketing data (small or big data). for more than 30 clients from different segments: Accenture (consulting services), Allianz Group (insurance), Souza Cruz (industry), Petrobras (oil & gas), O Boticário (Beauty), Grupo VR (HR Benefits), SESI (government), Arm & Hammer (agribusiness), Wolters Kluwer (IT) among others. • Responsible for national and international partnership development of technological solutions such as CRM platforms, Loyalty & Gamification and NPS. • In 2008, just after five years of its establishment, I led the agency to the first place in the ranking of the best CRM / DBM agencies in Brazil. • Responsible for P&L management, average EBITDA of 40% and average clients retention of 4.4 years. Show less



British American Tobacco (Souza Cruz)

• CRM Manager

  • Jul 2001 - Oct 2003

  • Hired post ad ban to be in charge of customer experience strategies for the FMCG company in Brazil. • Responsible for the implementation of CRM Processes and Database Marketing techiniques and tools. • Responsible for promoting customer engagement campaigns to sponsorship initiatives for tobacco brands like Free, Carlton, Kent, Lucky Strike and Camel. • Responsible for the implementation of the Interaction Center, an awarded Telesales and Contact Center elected by Consumidor Moderno Magazine as the Best Contact Center in Brazil. Show less



Portal Tecto (E-commerce Startup.com)

• CRM Manager

  • Oct 2001 - May 2002

  The Portal Tecto (startup. com, a private equity funding initiative of Bay & Co, JP Morgan and BankBoston) was the first portal to operating a Construction, Architecture and Decoration e-commerce platform in Brazil. In charge of developing strategies to capture and generate traffic, I triple the audience of the portal in just 6 months. The Portal Tecto (startup. com, a private equity funding initiative of Bay & Co, JP Morgan and BankBoston) was the first portal to operating a Construction, Architecture and Decoration e-commerce platform in Brazil. In charge of developing strategies to capture and generate traffic, I triple the audience of the portal in just 6 months.



Banco Santander

• Argentina
• Banking
• 1 - 100 Employee

• DBM and Marketing Intelligence General Manager

  • 1998 - 2000

  • Leader of the database marketing project for Santander Bank in Spain, responsible for integrating the needs of 11 commercial banks in Latin America. I coordenated the project implementation in Spain, Chile and Brazil. • In charge of developing business management information to the Board in order to support the institution in the processes of M & A during the acquisition of the Meridional Bank and the Bozzano Simonsen Bank in Brazil. • Responsible for all segmented sales campaigns using Database Marketing and Data Mining techniques, generating results up to 18% in cross sell of products and 30% in customer retention and an additional revenue of US$ 7MM per year. • Responsible for the Marketing Research BU in Brazil. Show less