Davide Zanutta Email & Phone Number

Berlin, De

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 bankruptcy :• 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• Oversee the customisation of Service Cloud (salesforce) for the Customer Success department• Plan resources and budget on a yearly bases to fulfil the company’s business plan

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 on churn! and win.

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 into the Customer Success Strategy- Onboard B2B and Enterprise clients- Kept my portfolio's Satisfaction above 96%

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.

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.