Davide Zanutta Email & Phone Number

Berlin, Germany

Berlin, Germany

• Consult the project team on how to build Customer Experience capabilities in terms of: priorities, roadmap, KPI framework, best practices across the end-to-end customer journeyHead of Operations at Saiga during.
• Lead the Customer Operation Department define the shut down strategy, oversee its execution and define the corresponding customer experience journey
• Oversee the department wind-down and definitive sunset, ensure the orderly shut-down of all Customer Operations following the Company’s insolvency.
• Change and Crisis Management: lead all the department’s termination conversation and support the company and the individuals in navigating professional ambiguity

Berlin, Germany

• Lead the Customer Experience, Physical Product Quality and Localisation functions across Redbubble's global marketplace
• Own and drive alignment/improvements initiatives across global strategies, managing Net Promoter Score and VoC programs
• Provide key customer insights and emerging trends to ensure relevant data/CX feedback is available to all internal and external decision makers
• Partner with the Product, Commercial, Fulfilment, Logistics and Support functions on an range of initiatives to improve the experience throughout the customer journey
• Own, report and improve on key performance metrics of Customer Experience (NPS, Returns Rates, Cost of Customer Compensation, Cost of Quality)
• Ensure that Customer Sentiment is represented and understood at all levels of the organisation, by providing both systematic and anecdotal data to Executives and Function Leaders

Berlin, Germany

• Lead the European site as Managing Director of Redbubble Europe GmbH, with direct involvement in the European P&L and related administrative responsibilities

Berlin, Germany

• Manage outsourced partnership staffing, capacity and performance results to budget
• Lead and own all key performance metrics and associated programs to continuously drive improvement in both results and the customer experience for European customers
• Develop and manage overall outsourcer training & quality programs to align locally and regionally
• Provide key customer insights and business impacting trends and data to respective functions across the business and with all external partners

Berlin Area, Germany

• Recruit and develop an international team (30+) of customer success managers, customer care agents and customer knowledge managers
• Optimise processes to decrease customer effort, early churn rate and improve NPS
• Challenge the effects of new product releases, mailing campaigns and roadmap changes on the customer experience by monitoring Customer Satisfaction and Response Rate
• Identify pain points in the after-sales customer journey, analyse pertinent metrics, define and monitor company SLAs
• Maintain CSAT >90% and post onboarding satisfaction >95%
• Provide reports and overviews of customer impacting issues through establishing and maintaining customer feedback programs

Berlin Area, Germany

- Develop and own the Customer Success Strategy, for the company- Train and lead an international team of 5+ Customer Success Managers- Own NPS campaigns at a company level, analyse and share results- Tailor the CRM software the Support&Success department- Own the Customer Knowledge project- Hire, monitor and manage the customer success team- Declare war.

Berlin Area, Germany

- Manage activity on multiple channels Email / Chat / phones- Devise processes and contributed to both internal/external knowledge base- Log in stats and data from the support channels and communicate issues to other departments for efficient work-flow creation- Train new team Members, especially on the Customer Support scope and on how everyday tasks fall.

Berlin Area, Germany

Berlin, Germany / Milan, Italy / Mexico City, Mexico

Melbourne, Australia

Bachelor Of Arts - Ba, Conservation Of Cultural Heritage And Performing Arts Management, 110 L

History of art and architecture, legislation of cultural heritage, archeology, management and organisation of cultural events, history and.

Master Of Arts - Ma, Visual Arts And Curatorial Studies, 110 L

Contemporary art management, curatorial studies, and art criticism, with a focus on arts writing and communication.