Daniele Iezzi Email & Phone Number

London, Gb

Reporting to the Managing Director & Chief Revenue Strategy Officer, I'll be establishing Reward Gateway's retailer partnership strategy. Leading the digital transformation of the end-user experience and driving adoption of Reward Gateway's employee discount app and reward and recognition solution.

Specialising in AI-driven omnichannel CX and contact centre digital transformation, I'm passionate about delivering innovative solutions to help businesses transform how customers engage with their brands. Whether you're looking to drive top line growth, reduce costs, or improve customer satisfaction, I have the expertise to help you succeed.

Co-created end-to-end customer journey maps to identify pain points, opportunities, and moments of delight for an educational institution. Consulted with stakeholders to ensure the needs of various student cohorts and external stakeholders were considered.

Reporting to the Chief Customer Officer, responsible for the development and delivery of a digitally enabled transformation of the Customer Services function at David Jones and Country Road Group. Achievements:• Established a regional contact centre and relocated the David Jones function from Sydney to Melbourne to collocate with the CRG team.• Transformed the Customer Service operations, and replatformed telephony to Amazon Connect. Implemented new CRM solution to develop a single view of customer.• Drove cultural change with internal stakeholders to develop an understanding of the opportunity created by contact centre automation and implementation of new channels. Secured support for an ongoing capital investment program to continue to improve customer experience and deliver operational efficiencies.• Implemented virtual assistants across multiple channels to deliver a personalized customer experience and drove productivity benefits equivalent to 33 full time employees.• Aligned team structure and new ways of working to support growth in digital channels and optimise virtual assistants, resulting in 70% of telephone enquiries being deflected from agents.• Implemented asynchronous messaging in FY22 and voice to text enabled by digital assistant technology. Achieved 30% deflection from voice to text, and grew digital channels' share to 70% of inbound contact.• Initiated program of digital enablement with the development and implementation of order status chatbots, deflecting 50% of order status enquiries.

Docklands, Victoria, Au

Identified and delivered opportunities for driving traffic instore and online, through the creation and management of B2B relationships and partnerships that provided access to new customer segments and achieved financial services acquisition targets in the stores channel.Achievements:• Developed store acquisition strategy for proprietary financial services product and achieved sales growth despite introduction of stricter lending criteria.• Developed and implemented a B2B sales channel strategy which generated revenue growth of over 200%.• Launched the company’s inaugural tourism sales strategy, working cross-functionally to deliver growth of 150% in sales from the Chinese customer in the first year.• Led a team to successfully win a pitch for a multi million dollar deal with a leading bank to partner in a revamp of their loyalty program, and delivered an exclusive partnership.• Negotiating with an international airline to partner in their frequent flyer program as a points earn/burn partner. Led a cross functional team to deliver the project.• Overhauled the B2B customer journey, which involved replatforming our Gift Card system and developing a new corporate client order portal, delivering an annual saving of $1 million in operating expenses.

Docklands, Victoria, Au

Customer Services Manager | Project Manager, Employee Engagement | Customer Relations Manager | Project Manager | Store Manager | Deputy Store Manager | Sales ManagerPromoted through a series of positions, from instore operations positions to Head Office roles.Achievements:• Managed large format department stores and improved net profit by up to 70%. Achieved by creating a sales and service focused culture and identifying opportunities to drive sales growth.• Implemented a project that delivered $1 million saving in workers compensation insurance premiums by developing a new range of policies and injury management guidelines that created a safety culture.• Led a cross functional team to design and implement a company-wide employee survey and action plans, achieving a 78% participation rate.• Oversaw the redevelopment of the Customer Relations function and the introduction of a centralised contact centre, removing duplication of over 20 job roles and delivering 7 day service proposition.

Mba

Ba Hons