Realiza cátedra para estudiantes de sexto año de la carrera de ingeniería civil industrial.Marketing Sustentable, Marketing Relacional, Proyecto de Título (última etapa de la carrera)

Diseñar e implementar la estrategia de experiencia de clientes. Gestionar el portafolio de iniciativas, asegurar la ejecución exitosa en tiempo y forma.Coordinación con diferentes áreas de la empresa. Levantar y hacer seguimiento de las brechas en el Customer Journey Map completo.Análisis de datos. Reportería. Monitoreo de KPI de experiencia de clientes. CSAT, NPS.Gestión de proyectos. Mejora continua. Metodologías ágiles. Agente de cambio. Cultura centrada en cliente.

Líder de equipo de 7 integrantes. Dirección de equipo multidisciplinario (Diseñadores, programadores, ingenieros) utilizando metodología ágil. Coordinación con diversas áreas de la empresa.Relacionamiento con agencias y proveedor de CRM Salesforce. Diseño de experiencias de servicio. Mejora continua de procesos.

Responsable de diseño estratégico e implementación del Ciclo de Vida completo del cliente con Latam Airlines y los dos programas de fidelización en los distintos países de la operación.Gestión de BBDD y comunicaciones directas a nuestros +30 millones de clientes distribuidos en 23 países y 7 idiomas. Estrategias cross channel digitales web-app-mail-SM-sms.Líder de equipo de 10 profesional, 100% dedicado, más 3 recursos partime. Relación con agencias y partner estrátegicos.

Responsable de desarrollar al segmento de clientes de alto valor, diseñando e implementando estrategia de marketing directo multicanal. Lideré un equipo de tres profesionales. ● Lideré al equipo de trabajo para entregar mayor productividad, logrando aumentar el número de envíos por canal email en un 23% en cuatro meses. Para ello definí roles y responsabilidades, generé instancias de interacción con otras áreas de la empresa, y capacité en las herramientas tecnológicas disponibles (Unica, Marketing Cloud, SQL). ● Identifiqué dos oportunidades de negocio para aumentar el número de transacciones con la tarjeta de crédito, esto según KPI de gerencia general. Para lograr esto, lideré los análisis de datos para entender el comportamiento de los clientes en: uso de la tarjeta, mix de productos financieros, uso de los canales de contacto -email, marketing directo, kiosko de autoservicio, sitio web, SMS, etc.-, diseñé y gestioné el plan de acción, logrando un 3% de respuesta incremental en el número de transacciones.● Negociación y relación con proveedores.Reports to Customer Intelligence ManagerResponsible for developing high value customer segment, designing and implementing multi-channel direct marketing strategy. Leading a team of three professionals.• I led the team in increasing productivity, managing to raise the quantity of communications by email channel by 23% in four months. • According to General Manager's KPI, I identified two opportunities to increase the number of credit card transaction, by understanding customer behavior data analysis: credit card swiping, financial product mix, contact channels usage (covering email, direct marketing, self service kiosk, web site, SMS, etc.) achieving a 3% raise in the number of transactions. • Train the team in Unica software, as a result we were able to start the process organize standard frames, basic post campaign evaluation, and implemented more sophisticated campaign, such as trigger campaigns.

Reports to Loyalty DirectorDevelop commercial relationship between the Loyalty program and Falabella holding business; develop marketing communication strategy and implementation, reward strategy definition and negotiation with rewards providers.• Designed, managed and deployed a strategic plan for CMR Puntos Loyalty Program, by leading workshops in coordination with the marketing, systems, legal, BI, reporting, departments among others; as a result there were three direct marketing campaigns ongoing in less than five months, which generated an impact of 5% on incremental sales.• Developed new rewards focus on Premium and Elite Segment, for example I implemented the first social spirit reward (donation to nonprofit organization Fundación América Solidaria) and high end brand giftcards, directly expanding the diversity of rewards offered to customers.• Contributed to reduced cost program, by promoting web site channel for rewards redemption. Focus was to offer experiences rewards or services, saving the shipping cost.

Responsible for managing the account and building a relationship with Cencosud team, contract and budget control• Implemented a direct marketing campaign for Nectar Loyalty program, which generated 4% incremental sales• Participated in negotiation discussions with top management teams, in both Chile and England, in both English and Spanish, controlling all possible scenarios and outcomes of the relationship.

• Responsible for knowledge transfer and best practices from England, and support account management• Understand the commercial needs of both clients and the Aimia Board, seek business opportunities from conjoint goals, propose commercial plan, I played a key role in the proposal and implementation of three projects.

Responsible for monitoring client portfolio, market share, audience tracking, and department budget management. In charge of a team of two professionals.• Encouraged internal customer service team to focus on providing a more effective service, this also improved the relationship and cooperation among various teams inside the Department.• Led market research, both qualitative and quantitative, negotiating with suppliers and internal areas, and meeting deadlines.• Effectively reduced time reports generation by introducing Business Intelligence tools and training; as a result the team was able to provide timely information and to focus on non-routine but relevant information for internal clients.

• Successfully undertook the first quantitative segmentation model (data mining project) carried out in t the company. This model is being used to allocate sales people into different customer clusters and provide a differentiated strategy since 2006.• Effectively communicated quantitative results in a common language to be understood by all managers.

Participated in marketing consulting projects with real results before graduation.