- Customer Experience Intelligence plan (long and short term): objectives definition, projects roadmap and team allocation- Customer Experience KPIs: Customer Success, Partner and Support teams KPIs definition and reporting- Sales support - customer deep analyses to understand product fit and sales opportunities within the customer base

- Customer Success Framework: was a key contributor to the framework's definition process. Ran benchmarks and put together a proposal (which was 100% adopted, and is becoming the global standard) on how to combine a deep understanding of customer needs with business opportunities and processes that maximize customer lifetime value- Health Score Development: created a Health Score indicator that allows the CS team to track customer's overall satisfaction and enables the Customer Success team to create and execute consistent action plans- Customer Success Playbook: designed and implemented business processes and tools that guide the success team on their daily execution- Client Diagnostic Framework development: created a Data Studio + Google Analytics plug & play solution that allows the team to have a quick understanding of the main challenges and opportunities their customers face - Customer Success Manager: helped Enterprise local & global accounts like Electrolux, Motorola, Philco and RiHappy on improving their eCommerce performance through a deep understanding of their business and support on executing both technical and strategic improvements

- Amazon Store - App acquisition campaigns: was responsible for running and reporting all acquisition campaigns for Amazon Brazil App. Budget and App KPIS management: DAU/ MAU/ MAI/ CAC / CPA/- Amazon Store - Marketing campaigns management (Social, DMP, Google Display Channels): budget management, media acquisition, setup, optimizations and leadership report- Black Friday 2019 and Amazon Fulfillment official launch: Creatives coordination with agencies and design teams, investment plan, campaigns setup, maintenance and report for social & display channels

- As the leader of the Digital Projects team, I was a key contributor to Whirlpool's digital transformation process by both ideating and executing projects that helped the company's business areas achieve their goals- Managed a team of 3 Analysts and approximately ~30 outsourced resources across projects (UX /UI / Front end / Back end/ B.I /CRO/ Design)- Most complex project was Brastemp's new Brand-Commerce website: defined the project's vision and plan, and drove its execution. Managed 3 different suppliers and ensured internal alignment with the Region's CEO and internal teams- Led several other "smaller" projects such as Compra Certa's redesign and the creation of a marketplace solution that allowed smaller customers with physical stores to sell Whirlpool's inventory

- Product Owner, architecture and development of new digital products & sales channels- Daily activities: definitions of UX, design and sprint prioritization within the development team - eCommerce loyalty program: strategy development, execution plan and development coordination- Outlet project: created a new online sales channel for damaged or refurbished products

- Increased the channel profitability and overall revenue (vs the prior year) through the analysis and execution of different marketing strategies based on consumer behavior understanding - Sales Routine: Sales funnel tracking, order entry, conversion, mix analysis, PMR, elasticity and financials management- Marketing campaigns and online and offline communication strategies per channel

- Dual Sourcing Project: Development and implementation of a new supplier for the Microwave category- Built a governance process to guide the introduction of new suppliers for CKD/OEM projects.- Development of a competitive intelligence tool responsible for transforming federal data (public) into strategic content

- Redesigned the company´s loyalty program. - Responsible for the program financials & strategic definitions. Program cost, budget, ROI, payback, wacc, operational margin, sales, incremental, cannibalized and associated revenues estimation.- Portfolio pricing, cost of point and redemption impact analysis.- Loyalty program valuation for CVC IPO.

- Hair Color and Baby Care pricing & ROI analysis and reporting - Market analysis based on price elasticity of demand for the categories

- Latin America Beauty brands profitability analysis for over 4000 skus.- Latin America investments consolidation by category & brand.- Developed a new investment consolidation tool. (Forecasting tool improvement)

- Non Rupture Project (Idea, Development, Execution – 3x target result).- Distribution & Pricing Analysis.- Sales & Customer Development support.