As part of the Customer Experience leadership team, reporting to the International Head of Customer Experience, my role focuses on leading the development and implementation of a comprehensive Customer Experience (CX) operating model.- Voice of the Customer: Implement systems to capture and analyze customer feedback in real-time, ensuring that customer insights are integrated into product development, marketing, and service strategies. Act on feedback to close the loop with customers and build trust through responsive service and solutions.- Agility Program: Promote an agile mindset within teams to enable rapid iteration of customer experience improvements. Foster cross-functional collaboration to quickly adapt to shifting customer expectations and market trends, ensuring business agility and customer satisfaction.- Transformational Programs: Lead large-scale transformational initiatives that redefine the customer journey, optimizing touchpoints to increase satisfaction and loyalty. Ensure that changes are aligned with the organization’s long-term business goals and result in sustained improvements in customer experience metrics.- KPI Framework: Design and implement a comprehensive KPI framework to measure and monitor the impact of customer experience initiatives on business outcomes, aligning CX KPIs with broader business goals, such as revenue growth, cost-to-serve reductions, and operational efficiency, ensuring that customer-centric efforts directly contribute to overall performance.- Communication & Engagement Framework: Develop a communication and engagement framework that elevates customer engagement and ensures transparent, consistent messaging across all channels.- Governance and Accountability: Implement a structured governance model that ensures customer experience initiatives are executed with precision and accountability across the organization.

Being part of the Leadership Team of Allergan Aesthetics (Abbvie) Canada, reporting to the Country Manager, my main responsibilities includes Segmentation & Targeting, Business Intelligence, Commercial Analytics and Sales Incentives, Digital Transformation and CRM, Training and upskilling, Customer Experience, Customer engagement and Omnichannel.- Drive local sales force effectiveness initiatives. Track and manage sales force performance, drive corrective actions for relevant SFE KPIs, conduct territory alignment initiatives, ensure optimal sales force size and structure for all lines of business, develop capability strategies for future portfolio needs.- Segmentation & Targeting - Collaborate with marketing to research, develop and define the strategy to profile, segment and target customers, manage the implementation of projects, identify and communicate best practice and measure success of approaches. - Digital & CRM - Manage & drive adoption of evolving CRM tools across country. Own training and education to ensure compliance and rive productivity and multi-channel capability improvements.- Commercial Analytics - Design & implement sales analytics to benchmark & measure sales force activity and sales momentum & growth. - Sales Incentive Operationalization –shape annual Sales Incentive Schemes as to ensure competitiveness and motivational impact, whilst driving strategic behavioral change. - Commercial Capabilities – Implement commercial competency frameworks taking responsibility for the Commercial training function. Assess capabilities, recommend and implement training interventions to drive sales & marketing excellence improvements.-Customer Experience. Develop and implementation of our Customer Experience operating model upskilling teams and driving ad-hoc projects to drive a customer centric culture elevating customer satisfaction across the different touch points.

At Allergan Aesthetics, an Abbvie company, we create the products and technologies that drive the advancement of aesthetic medicine. Member of the Iberia Executive committee, reporting to the Iberia Country Manager, with the following main responsibilities:- Lead the digital team and cultural transformation of the organization identifying new business model opportunities supporting teams with agile methodologies (lean thinking, lean startup, design thinking)- Lead the Omnichannel Strategy to provide a meaningful experiential customer journey for all customer types with the right content, through the right channel at the right time. - New channel development, responsible of digital channel sales and targets (virtual sales representative and indirect e-commerce players)- Lead the Engagement Strategy with healthcare professionals (B2B) and patients (B2C) with a consistent framework and set of capabilities, in close collaboration with Brand Leaders.- Lead on the delivery of new solutions in collaboration with IT and Business Excellence, which will help foster the new mindset of agility and customer centricity.- Lead in a cross functional way the exploration of innovation activities, creating added value services to our partners, challenging the current processes and approaches with proactive proposals.

L'Oréal Spain - Professional Products DivisionBrands: L'Oréal Professionnel, Kérastase, Redken, Matrix, Biolage, Carita, Décleor, Shu Uemura- Drive the Digital & eCommerce vision and strategy, ensuring all channels, customers and clients by an excellent and scalable digital experience with and omnichannel approach.- Actively manage the Digital Transformation Roadmap and strategic planning process, securing funding for key initiatives, gaining stakeholder support and delivering to time and budget.- Accountable for the digital P&L, driving the eCommerce strategy and ensuring traffic, journeys and conversion. Constantly leverage data and map customer journeys and lifecycles, to understand behaviors and personalize experiences that drive engagement.- Accountable for the planning, development, testing and delivery of digital capability using the appropriate agile approach, leading decision making and alignment with the leadership team and key stakeholders.- Work closely with all data and insight partners, actively listen to customer feedback, and monitor global best practice, to test and introduce customer-centric innovations that differentiate the digital experience through the right media buying and owned platforms excellence (SEO, SEM, tagging, contents, social...)- Drive CRM platform architecture, working closely with Technology and CRM design, to ensure its seamless function and data capture across the Division.- Establish effective working relationships with Partners, efficiently delivering all aspects of the organization's digital customer experience. - Create a culture of collaboration and agility, with a relentless focus on the customer, data and innovation to deliver and continually optimize brilliant experiences.

Being part of the Digital Transformation Team for the Professional Products Business Unit my main responsibilities includes:- Accelerate the digital transformation of the business unit, identifying best practices and developing new investment opportunities that will drive L’Oréal growth.- Responsible for driving the e-commerce strategy for the brand L'Oréal Professionnel by delivering data obssesed and ROI activities in coordination with e-kams, partners and technology teams.- Definition and execution of the Digital strategy for L'Oreal Professionnel brand and management of the digital budget (platforms, media investment, partners, product development).- Leading the cross digital media plans & e-CRM omni-channel strategy for different brands of the business unit, integrating the key actors and plans (marketing, sales, distribution) to ensure customer satisfaction and increase customer lifetime value.- Team management for a best in class development of the digital assets (brand website, mobile apps, content platforms) while ensuring Digital strategy alignment and coordination with the global digital team.

I balance multiple functions to drive growth and success within the company. As a coach, I guide team members to reach their potential, while as a deal-maker, I strategically negotiate and close key business opportunities. I continuously learn to stay agile in a fast-paced market, solve challenges efficiently to ensure smooth operations and client satisfaction, and shape the company's long-term direction as a strategist. Leading sales efforts, I work to meet growth targets and make decisions aligned with business objectives. Additionally, I motivate and energize the team, recruit top talent to build a strong workforce, and prioritize exceptional service as a customer support advocate to foster loyalty.

As part of the CMO team, led the communications and operational development of Vodafone Spain's B2B website, focusing on enhancing web functionality adoption, driving sales conversion, and boosting user engagement.- Acted as the primary liaison with Sales, Product, and IT teams to coordinate and implement targeted digital actions and strategic plans.- Defined and launched the B2B digital communication strategy for Vodafone's convergent product, Vodafone Integral, within the digital channel.- Achieved a 40% increase in user transactions by optimizing web user journeys.

- Led the B2B product strategy, overseeing product positioning, competitive analysis, feature prioritization, and external communications, including events.- Directed online marketing and business development initiatives with a strong focus on ROI and customer acquisition cost optimization.- Successfully defined and launched six SaaS B2B products in the Spanish and LATAM markets.- Established strategic partnerships with major industry players, including Telefónica, Bankinter, Telecom Italia, NEC, and Telmex México.

- Conducted in-depth analysis and strategic definition of sales processes for mobile products, covering both prepaid and postpaid customer segments.- Collaborated with internal teams, including Product Marketing, New Services, and IT, to develop tailored web offers aligned with customer segmentation insights.- Managed commercial relationships with key partners to support essential processes and services for online sales activities.

Web customer care strategy and implementation (ORANGE E-care), reducing Call Center costs as well as increasing customer satisfaction (IVR channel and e-care channel).