Germano Nucchi Email & Phone Number

London, England, United Kingdom

• Head of CRM for four different online casino brands and sports betting platforms• Created new procedures from scratch, implemented a new system and streamlined operations• Facilitating the use of CRM software to improve customer retention, sales and customer service• Designing, planning, implementing and managing CRM and marketing operations in seven different languages• Planning and managing voice message and SMS campaigns• Ensuring consistency and accuracy across the brand• Maximising the efficiency of CRM system and client data segmentation to market effectively to current and potential clients• Analysing buying trends or customer activity to improve sales• Regularly updating website content in seven different languages, preparing all the content and translations• Interacting with Customer Service Agents, ensuring they are fully briefed on all the campaigns• Creating campaigns on sporting events, promotions and incentives• Project management involving launching new websites, implementing management requests, and managing website CMS• Dealing with graphic designer, software designer and technical team, and acting as the link between the management and technical team• Ensuring that Client Agents are fully briefed• Attending B2B meetings with online game providers wanting to promote their games and finalising contracts with providers• Meeting with partners and service providers, such as CRM partners• Attending conferences and annual events to meet providers and gain new contactsAchievements:• Improved client segmentation which on average increased monthly income by 20-30%• Increased customer conversion by creating and introducing a schedule of email and SMS messages sent during the first ten days of the customer lifecycle• Built relationships with affiliate marketing partners• Worked closely with customer service team and devised procedures and provided additional training• Worked closely with graphic designer to create new landing pages

London, United Kingdom

• Head of Customer Service for this sports betting and binary trading platforms with 12 different online casino brands• Created a new customer service department from scratch and set up a new customer service team based in London, wrote all templates, procedures, and quality control standards• Interviewing, selecting, recruiting and training of new members of staff• Managing a team of 10 staff, organising their work schedule, and conducting monthly performance appraisal interviews• Training new and inexperienced staff to proficiently use 8 different CRM systems and assist efficiently a loyal client base, which initiates over 7,000 contacts every month and generates a monthly revenue in excess of $1.3m• Identifying training needs and chairing regular team meetings and individual debrief meetings to reduce employee turnover• Ensuring that the Excel database was updated daily, used extensively for sorting clients into groups according to their habits and lifestyles, and languages• Initiated links with social media influencers and affiliate marketing to promote business, and offering incentives• Expert in client segmentation, identifying those with initial deposits and those not interacting• Assisted in dividing the client base into smaller and more representative segments, which increased revenue significantly • Formed, trained and managed a separate team of two people responsible for contacting over the phone 500 or more existing as well as prospective clients per day, to increase revenue and brand loyalty, and prolong clients’ average lifecycle• Acting as mediator and representing the brands for any complaint or review published on external websites and forums• Compiled several surveys to collect feedback from existing clients, carefully analysed the results and put forward meaningful suggestions to improve procedures and level of service• Created and maintained the company’s intranet to improve sharing of information amongst departments and employees

London, United Kingdom

• Maintaining constant contact with a group of approximately 1000 of the most valuable VIP clients, which generate approximately 80% of the total revenue, playing across seven reputable and well established online casino brands• Managing a team of 6 VIP Agents and monitoring their performance• Overall responsibility for quality control, monitoring the agents performance to maximise revenue, following up inactive clients to pull them back in, ensuring ongoing communications via messaging, email, etc. and offering incentives to customers• Profiling clients by assessing background, betting patterns, spending habits, geographical location and local market habits• Studying competitors’ strategies• Creating attractive and profitable mass promotional offers as well as regularly creating personalised offers, tailored to our most valuable clients• Reporting directly to the company directors and shareholders, producing detailed reports on various aspects of the business• Promoted on several occasions and was entrusted with increasing responsibilities each time due to commitment and dependability• Successfully increased revenue considerably and created more effective promotional campaigns by dividing group of clients into smaller segments, which more accurately represent different gaming patterns and spending habits• Visiting clients internationally, and cultivating strong ongoing relationships• Deputising in the manager’s absence

London, United Kingdom

Norwich, United Kingdom

One year student placement.

Marbella Area, Spain

Postgraduate Diploma In Hospitality Management, Hospitality Administration/Management

Diploma In Economics And Market Analysis

Diploma Maturitá Scientifica (Equivalent To British A-Levels)