• Led a team of 80 people, plus several providers. Defined, governed and implemented Customer Value Management (CVM) Plan for the Consumer Postpaid, Prepaid and Microcompanies base • New CVM leveraged on marketing automation tools with ML/AI capabilities powered by PEGA Systems, real time and hyperpersonalization. Steered roll-out in inbound and outbound activities, with an omnichannel Customer Experience approach. • Evaluated market trends and client needs to define e2e lifecycle, cross-sell/upsell, prevention and retention activities. Scaled and monetized loyalty program and started marketplace evolution.

• Launched Vodafone Business as a brand in Albania, to help Government & B2B customers succeed in the digital era.• Member of the ExCo. Led a team of 50 people and direct/indirect sales force. Implemented a new organizational model with Marketing and CVM, Sales, Operation and Excellence, Product management and Advanced Solutions teams. • Defined strategy, proposition, pricing policies, ATL/ BTL comms, lifecycle management initiatives and commission schemes to fulfil targets. • Transformed B2B Albanian market by introducing new convergent offers, end-to-end IoT solutions (coffee, cooler, fleets, climate, agriculture), Cloud Digital Marketplace and Managed Services. Designed Innovation ecosystem• Appointed Abcom CEO during post-acquisition integration. Successful integration of fixed-line businesses

• Managed a team of 10 people, plus several providers. Built the value proposition for SME segment. P&L accountable.• Coordinated a multi-channel approach for acquisition & loyalty: Dealers, Inside Sales, Digital.• Shaped the omnichannel Customer Experience, ATL/BTL comms, value management (prospects and existing clients), loyalty and retention plans• Launched a dedicated Service Model which achieved to lead NPS and churn reduction• Introduced Solutions Selling beyond connectivity (Iot, Cloud, SaS)

• Defined life cycle per segment to increase customer satisfaction and optimise value generation programmes • Managed team of 15 people, plus several providers. Team created from scratch.• Defined customer interaction plans, collating and evaluating insights, used analytic intelligence and propensity models, harmonised BTL communications to client base for optimal customer experience and maximized campaigns results

• Led the Retention Plan (churn) with direct report to the Marketing Director for all business segments• Set monitoring dashboards and root cause analyses to launch prevention and retention policies. Implemented Retention tasks in all channels

Created the incentive schemes per indirect sales channel. Set monthly targets and coordinated commercial actions. Monitored weekly performance

Designed, implemented and monitored the Transmission Plan for expanding and optimizing access networks. Acted as SPOC for providers and external partners