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Leader of the Customer Strategy Practice. Developing projects focused on Loyalty Program; Customer Segmentation, Targeting, and Differentiation; strategies to boost customer retention, increase the frequency and lifetime value

Leading a team of 15 people in Chile and Brazil- Responsible for the delivery of the customer portfolio- Service Design; Optimize the customer journey and identifying gaps in customer-facing processes; identifying and implementing necessary process improvements to optimize customer health scores- Helping clients achieve value from product adoption, resulting in loyalty and customer retention- Design and launch critical programs to improve customer experience and operational efficiency- Segment & tier accounts portfolio and design service strategy - Partner with the sales and product teams in pre-Sales, onboarding and retention of customers- Executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform- Enhance and/or add to our ever-growing Customer Success documentation such as implementation and project plans, customer success plans, executive business reviews presentations, etc.- Establishing trusted relationships with customers through commitment to problem solving and demonstrating products abd services- Creating and executing upsell and cross-sell strategies for our customer base in alignment with the sales team- Coaching and supporting a team of Onboarding, Customer Support and Customer Success professionals- Provide direct coaching to team members around in their primary responsibilities, work with them to develop new skills, and support their long-term career development

Responsible for Vamos LATAM Platform (LATAM Airlines)Leading a team of 13 people + 13 dotted line reportsResponsibilities:- Lead client-facing work, unlocking business growth through application of innovation and smart strategic approaches- Accountable for client satisfaction with project delivery and overall relationship, including providing leadership/oversight to project management team as required to maximize quality of client deliverables- Developing business strategy and sales plan in conjunction with senior management - Lead and manage all strategic channel planning activities, demonstrating a full understanding of client briefs, requirements and deliverables- Taking responsibility for all financial aspects of the business including budgeting, tracking and revenue forecasting- Participating in financial budgeting and monthly reporting for the business- Accountable for resolving issues with delivery and execution and ensuring systematic solutions are put into place to prevent the issues from reoccurring- Develop and maintain in-depth knowledge of the client's business, marketing programs, brands

- Generate leads, proposals, pitches and quotations including budgets- Plan and coordinate the implementation of business plans and the penetration of new markets- Propose solutions, resolve conflicts and make recommendations for improvement of business with existing customers- Perform valuation and investment (business improvement initiatives, partnerships, acquisitions) analyses and/or supports analyses performed by others- Develop market and business intelligence through the collection, integration, analysis, and presentation of business information on the IFE market and key competitors- Negotiate partnerships with major entertainment/content brands

Responsible for monitoring customer satisfaction and NPS, through their whole journey, and building action plans to meet our company's objectives.Directly accountable for International Flights (Long, Medium and Short Haul) and dotted line for Domestic Business Units.Managing a team of 6 people as direct reports + 5 dotted line reports.Key responsibilities - Serve as the product owner for development teams, manage product prioritization and backlog- Actively research market conditions and track competitor activities- Provide strategic portfolio and product direction through market analysis- Develop business cases with to support new initiatives and rationale for business prioritization- Work with Marketing, Itinerary/Fleet and Business Units to support creation of Market Strategy- Act as internal evangelist for clients products; communicate the product vision/goals to all key internal stakeholders, and provides ongoing education and support to the frontline teams regarding the product proposition, features and market trends

Responsible for passengers' experience in every touchpoint, from channels to luggage claim.- KPIs analysis and PDCA initiatives to improve passenger satisfaction- Continuous improvement process of services- Accountability for on board service and inflight entertainment Projects development:- LAN and TAM passenger experience harmonization: website, checkin and boarding procedures, on board services (Business and Coach class), commercial policies- New fleet development/implementation: B767, B787 and A350- New terminal (T3) implementation - Guarulhos Airport

Post Merger Integration Leader - marketing and on board experienceworkfrontsLeading a team of 3 people and 3rd party consultants (Bain & Co.)Responsibilities:- Branding project for LATAM and Day 1 communication initiatives- Pursuit of synergies and best practices alignment for on boardservice, materials, flight attendants procedures, inflight entertainment,connectivity, media sales and duty free sales between TAM and LAN- Management of the largest branded content platform in the airlineindustry

Leading a team of 9 peopleResponsibilities:- Marketing initiatives and sales department support for TAM BusinessUnits: TAM Vacations, TAM Executive Aviation, TAM Cargo, TAM MRO,Pantanal Airlines, TAM Nas Nuvens (inflight content)- Responsible for TAM Airlines inflight entertainmentDeliveries:•Definition of new business units governance and structure;•Development of new marketing plan for TAM Viagens(Institutional and Retail oriented)•Development of hotsites /e-commerce: trains, shows andOlympic Games•Sponsorship of Rock in Rio and U2 tour in 2011•Co-branded media plans with tourism bureaus: Spain, Mexico,Alagoas, Royal Caribbean, Disney and Universal•Holidays promotions with Cidade Jardim mall and Coca-Cola/Shell Stations•Social media project for TAM Viagens, including Facebook,Twitter and Flickr•Attended and organized several conferences/exhibitions/events•On Board Cell Phone System project leader - First airline tolaunch the service in the Americas: business case development,benchmarking, NPV analysis, negotiation with suppliers, shortand long term implementation plans•Business case development and CAPEX/OPEX approval of neweditorial products: Red, Airborne and Viajante magazines andTAM Nas Nuvens magazine for Ipad•Branding Guidelines Definitions for TAM MRO•TAM Cargo Pre-paid product launch

Leading a team of 6 peopleResponsibilities:- Passengers’ on board experience, including on board service, inflightentertainment, Duty Free and materials/amenitiesDeliveries:•Quality assurance process implementation for on board media•Negotiation of co-branded partnerships to reduce on boardservice costs – reduction of USD$3MM/year•New Duty Free service Project: 10 fold sales growth

Responsibilities:- Business case elaboration for marketing and operations projects(eg. company materials process review, CRM for TAM frequent flyerprogram, WIFI content uploading automation studies)- Development of workplans (initiatives, timelines with key milestones,budget, resources)

- Pricing - Sales forecast and control- Volume deals analysis- Participation in the Post Merger Integration of Finn (sweetener)- Marketing: products repositioning and launching- Participation in the budget forecast and control

- Economic-Finance Modeling of Real Estate Ventures- Market Research- Shopping Mall Valuation Study

Sales, credit analysis and FX trading