Daniela Arrigoni Email & Phone Number

Milan, It

The role is focused on designing, developing, executing the Customer Base Strategy for the portfolio of Mobile (Voice), Data and Convergence Connectivity products for Small/Medium VF Business Customers.Main activities include: management of M3 Customers through the design of targeted actions including offers and pricing definition, campaign design and execution to ultimately improve NPS, save churn and drive ARPU uplift in Business market analyse product usage to optimize all the features and monitor users’ feedbacks to evaluate new features that might be required development of real-time and trigger-based digital and traditional campaigns for the Customer Base management, using Big Data insights to create and develop upselling and churn saving proposition development of the best channels mix based on SWOT analysis of every single channel  carrying out channels’ trainings and workshops monitoring Customers behaviours, both online and offline, for strengthening commercial strategy and decision-making monitoring and reporting the commercial performance and product-related Customer satisfaction monitoring product and campaign-related costs  budget drawing and reviews

Call center channel management to execute Customer Value Management Strategy to ultimately improve NPS, save churn and drive ARPU uplift in Busines market: profiling analysis of the customer base to identify the targets of commercial campaigns selection of target lists vision and end-to-end supervision of commercial campaigns through daily cooperation with Marketing, Commercial Operations, Digital/remote channels  dialogue with IT for the development/integration of any solutions on the campaign management tool, formalization of functional requirements to allow data tracking according to company processes

In the CVM Customer Operations HQ Team in charge of: full management of the organization and delivery of the CVM activities for the call center channel in strong collaboration with Marketing and Call Center Direct Management Partners’ management optimization and strategy execution: performance monitoring, cost optimization, price models design and development, financial assessment (sustainability and marginality) Partners’ deals management

In the CVM Customer Operations HQ Team in charge of: monitoring and support in management of Retention, Prevention and Upselling activities of call center channel to weighing the costs and benefits KPI  Operations’ activity planning and monitoring through reports budget commercial planning and reviewing

Execution of relevant projects such as: credits-notes management, with the track record of -50% reduction in volumes and values YoY logistic processes review, with the track record of the mapping and re-engineering of the shipping processes for mobile phones and tabletsAt the completion: analysis and business case running and assessment to measure the impact in money and internal/external Customers Experience.

Milano, Italia

November 2012 – March 2013 Junior Project Manager - Marketing Customer Base Consumer - Churn ManagementWorking experience in Customer Base Consumer analysis with the purpose of design and management Retention campaigns, with the final gold of churn prevention and management. May – October 2012 Junior Product Manager - Marketing Acquisition ConsumerWorking experience in the Go to Market Team with the purpose of the launch in the TLC market of offers and services for Consumer Customers. Single point of contact for Marketing, Sales, Legal and Customer Care Depts.March – April 2012 Seller c/o Vodafone Store via Orefici, MilanIn the initial phase of my Job Rotation, selling experience of direct sales and Customers’ relationship management through the activations of Mobile and Data offers and services and Customers’ caring and problem solving.

Pavia

Sondrio

Master, Economics And Management

Activities and Societies: Master thesis project

Master, Economics And Management, 110/110 Cum Laude

- Included in the list of the Best Graduated Students at UniPV for the Academic Year 2010/2011 - Awarded the Coimbra Scholarship.

Bachelor, Marketing E E-Business