• Ensured strategic coherence in all upselling and prevention initiatives across the whole products portfolio (premium packs, wifi, mobile) managing promotional and channel strategy, clustering, timing and activities prioritization to drive revenue generation, meet sales/downgrade forecast, increase customer engagement.• Product owner (working in Agile): led development of new Sky Operational Offer Model - aimed at delivering customized recommendations for each customer across all digital pull channels, selecting optimal product and promo based on customer characteristics.• Cross-functional initiatives: managed the impact of several core initiatives insisting on Sky customer base. Identifying high-risk customer clusters, developing targeted prevention initiatives, leading execution and conversions plans.

• Coordinated Direct Marketing and Outbound Calls plans for the entire customer base to increase ARPU, stabilize the base, enhance NPS. Key duties: defining campaigns targets, channels, timing, key messages as well as managing overlaps and ensuring plan sustainability. Required extended negotiation and coordination to engage teams, optimize resources, evaluate trade-offs according to priorities.• Led development of push channel Optimizer: data-driven campaign clustering tool analysing a wide range of KPI and customer characteristics, to identify optimal channels and promo at individual customer level.

Planning, implementation, KPI tracking of a set of projects forming the Customer Service Transformation Strategy, with the objective to increase business performance and improve customer satisfaction and loyalty across all Coesia’s companies worldwide. Most relevant projects:• CUSTOMER EXPERIENCE PROGRAM: implemented (across 12 Coesia companies), promoted, maintained and improved a web tool (Qualtrics XM) aimed at gathering customer feedbacks on after sales touch points, analyse and visualize collected data, plan improving actions (Response Rate and NPS increased by 25% since 2019). • E-COMMERCE ENHANCEMENT: analysed web sales performance to identify unexploited business opportunities and improved the usability of the e-commerce platform with additional features, resulting in an increase of acceptance. • SALES TRACKING: managed the building of a Sales Tracking database utilized to drive after sales services efforts and benchmark Customer Service business results. • GLOBAL UPDATES: hold recurrent update meetings with companies’ Customer Service Managers to monitor customer service KPIs (sales, margins, lead time etc), share best practices, discuss corrective actions and plan future initiatives.

• Redefined machines’ spare parts pricing process on 4 very diverse companies applying a tailored, structured and comprehensive value-based pricing methodology to boost this business stream.• Acted as PM and platform expert to implement a web tool (PriceFx) to calculate prices applying the new method, analyse impacts, monitor KPI and provide insights on most affected customers, critical product segments, etc.• Developed strong relationships with many stakeholders including companies’ top managers, specialists and several IT depts during the different project phases (from company onboarding to final handover).

Part of the central marketing team (5 analysts reporting to Chief Marketing Officer) on various projects:• SEGMENT ANALYSIS: analyzed market data (database: Euromonitor), trends, clients / competitors performances to create structured ad-hoc reports. Presented each analysis to every companies’ portfolio and sales managers to provide a comprehensive understanding of their reference market, identify business opportunities, find threats and discuss how to overcome them (audience 150+).• BENCHMARKING ANALYSIS: compare Coesia’s customer base vs main competitors’ to identify new business opportunities.• CROSS SELLING ENHANCEMENT: improved and managed the group’s product information master guaranteeing stability and proper interfaces with IT systems. Aim: foster cross selling, nurture CRM and company websites.

Videobeat Networks is a consulting and marketing agency specialized in cross platform marketing supporting companies across all over the world to fulfil their marketing goals (drive conversions, increase brand awareness, etc). I operated in a dynamic and international consulting team dealing directly with customers and having straight impact on company revenues and customer satisfaction. Main activities:• Developed cross platform marketing campaigns (YouTube, Facebook, Instagram, LinkedIn and websites) for key customers in several industries (Online Gaming, Luxury Fashion, Oil & Gas, Financial Services etc). • Consulted with clients (or prospects) and analysed market data, trends and competitors’ performances to define the best performing campaigns to reach their marketing goals.

AirPlus International (Lufthansa) is a multinational financial institution with over 43,000 customersworldwide owned by Lufthansa. It is leader in providing solutions for business travelspayments. The environment I so had the chance to work in was very international and dynamic.• Maintained the reporting and controlling system for the online customer database.• Developed specific statistics and analysis concerning customers' administrative practicescollaborating with senior management. • Database management.