Driving customer and employee loyalty through innovative, creative strategies and human-centered design.

At Electrolux Corp. I coordinated the transformation and continuous improvement of service and repair processes across 13 European markets, focusing on core business area to deliver customer-centric solutions and optimize technical systems ERP, CRM (SAP C4C), FSM (IFS and ServicePower) in close collaboration with local and global teams to ensure alignment with business objectives and operational efficiency.- Led stakeholder engagement to gather, refine, and prioritize system improvements and new features, resulting in measurable improvements in service delivery.- Managed end-to-end adoption and integration of solutions, working closely with Operations Managers, Business Transformation Leads (BTLs), IT, and Product teams on demos, training, and handovers. - Achieved cost savings of up to €300,000 in key markets by reducing Full-Time Equivalents (FTEs)- Defined and prioritized Backlog, Epics, and User Stories while facilitating agile ceremonies with the Development team ensuring timely delivery of high-impact features aligned with markets needs.- Collaborated with Finance and Analytics teams to assess and quantify business impacts, creating use cases and aligning KPIs with company strategy for enhanced service delivery and operational efficiency.Technologies & Tools:- ERP & CRM: SAP C4C, Stafiz, FSM (IFS, ServicePower)- Agile Methodologies: Jira, Confluence, PI Planning, SAFe- UX/UI: Miro, Figma- DataViz & Analytics: QlickView, PowerBI- Integration/API Management: Experience with E2E solutions and collaborative work with architects and developers

Spearheaded transformative initiatives for top-tier clients such as IKEA, Samsung, Audi, Google or BBVA, redefining customer engagement strategies through a blend of data strategy, advanced analytics, and UX design expertise.- Designed and executed data-driven marketing strategies, leveraging behavioral analytics, heatmaps, and user journey mapping to translate complex data into impactful design enhancements.- Built and implemented the data and reporting infrastructure, providing real-time insights into product performance, marketing funnels, and business KPIs.- Led comprehensive UX-focused data strategy initiatives, integrating CRO techniques to boost client retention and satisfaction through seamless user experiences.- Conducted A/B tests and developed root cause reports, reducing churn, addressing conversion challenges and revealing insights that increased conversions. - Collaborated cross-functionally with other departments to align growth initiatives and drive successful Go-to-Market execution.- Coordinated UX design projects (wireframes, prototypes, user flows), utilizing user research to create detailed reports and dashboards highlighting key areas for improvement.- Managed content processes, overseeing digital asset collection, approval workflows, and timely content uploads.Additionally:- Played a key role in crafting proposals, RFPs, and strategic presentations, aligned with client needs.- Established partnerships with new vendors to drive innovation and expand service offerings.Technologies & Tools:- Agile Methodologies: Jira, Confluence, PI Planning, SAFe- UX/UI: Miro, Figma- DataViz & Analytics: Google Data Studio, GA3 > GA4, Adobe Analytics, PowerBI, Hotjar, Looker Studio- CRO & Behavioral Analytics: Optimizely, Crazy Egg- Digital Experience & User Tracking: Contentsquare, Heap

Coordinated the digital transformation of customer experiences across 7 major European Tommy Hilfiger flagship stores, with a focus on omnichannel integration and enhancing operational efficiency.- Collaborated cross-functionally with Brand, PR, CRM, and Operations teams to streamline processes while effectively managing marketing budgets to maximize ROI.- Optimized customer experience by integrating digital technologies into physical stores, resulting in a 10% rise in sales conversion rates during FY.- Leveraged data analytics (KPIs, customer surveys) to refine loyalty programs and optimize campaign performance, maintaining an average of 18% improvement in customer retention YoY.- Ensured seamless alignment of in-store initiatives with broader digital campaigns, enhancing customer engagement across all touchpoints from online to offline.- Coordinated over 50 high-profile events, including celebrity appearances and press-covered launches (e.g., TH Gigi Hadid, Lewis Hamilton X Zendaya pop-up store).- Managed the Flagship Store reopening event in London with over 1,000 guests, leading to a 30% boost in customer engagement, boosting foot traffic by 138% and increasing social media impressions by 20%.- Analyzed market trends, consumer behavior, and competitor activities to identify new opportunities.- Managed marketing budgets, ensuring efficient allocation and maximizing ROI, leveraging data analytics to refine loyalty programs and optimize campaigns.Technologies & Tools:- In-Store tech: AR Mirror, RFID, mPOS, Beacon Technology, Click&Collect, Virtual Fitting Rooms- MK: Hootsuite, Mailchimp, Eventbrite- Data & Insights: Salesforce, Tableau

Played a pivotal role in leading day-to-day operations, managing a team of 25+ employees, and driving performance improvements across the board. My focus was on enhancing customer experience, streamlining store operations, and ensuring alignment with company objectives.- Elevated customer satisfaction scores by 37% through targeted staff training and streamlined in-store processes.- Cultivated team skills and fostered a high-performance environment, contributing to a +30% improvement in team productivity.- Developed experience with technologies such as Guestline, Lightspeed and Micros (Oracle Hospitality)

Supported daily store operations and contributed to achieving high standards of customer service and sales performance. Assisted in streamlining processes and delivering a positive in-store experience.

Managed key client relationships and led the execution of BTL marketing campaigns, ensuring seamless project delivery while improving client satisfaction across multiple industries.- Directed over 20 BTL marketing campaigns for high-profile clients including Telepizza, Nutella, and Pullmantur.- Utilized CRM tools such as Salesforce and HubSpot to enhance client communication and monitor campaign performance.- Implemented data-driven strategies leveraging customer feedback to refine campaign tactics and drive increase in client satisfaction.- Introduced workflow improvements that reduced campaign turnaround time, enhancing overall team productivity.- Certified in Marketing Analytics, applying data-driven strategies to improve campaign success and client results.

Optimized client relationships and supported the execution of BTL marketing campaigns, driving improvements in client engagement and operational efficiency.- Coordinated over 15 BTL marketing campaigns, boosting campaign effectiveness and increasing client satisfaction.- Developed skills in CRM and project management tools (e.g Trello, Asana), contributing to a reduction in operational inefficiencies. - Collaborated with internal teams to introduce automation in reporting, cutting report preparation time by 50%.- Assisted in conducting post-event surveys, gathering client feedback to inform success metrics and refine future campaigns.