- Responsible for building and leading the CX team, definition of the CX strategy and operating model- Prior to the implementation of the CX Operating Model, led the Order Management, Customer Service and Process Management teams. As part of the proposed restructure, CX became a smaller, yet more strategic team divided into: Voice of the Customer & Research, CX Design and CX Transformation. - Revamped the VOC Program to ensure a robust system and processes were in place to effectively… Show more - Responsible for building and leading the CX team, definition of the CX strategy and operating model- Prior to the implementation of the CX Operating Model, led the Order Management, Customer Service and Process Management teams. As part of the proposed restructure, CX became a smaller, yet more strategic team divided into: Voice of the Customer & Research, CX Design and CX Transformation. - Revamped the VOC Program to ensure a robust system and processes were in place to effectively capture feedback, analyze insights and close the loop with customers. Implemented Qualtrics to manage the program and set company-wide rituals to transform insights into action. Transactional and relationship surveys currently achieving world-class scores and continuous growth on the engagement of the 150 stores part of the group. - Accountable for Market Research and initiatives to further understand customers, business trends and service quality (e.g Brand Awareness studies, Mystery Shopping and qualitative research) in order to provide recommendations to support decision-making on multiple fronts. - Accountable for CX Design projects, such as the redesign of the customer service model and a set of continuous improvement projects arising from the monthly VOC Outer Loop sessions with top leadership. - Customer journeys mapping and key lead for CX Design workshops with cross-functional teams, applying design thinking methodologies and techniques. - Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience- Liaise with multiple teams to drive cultural shift, ensuring customer centric focus is embedded across the organization. Rolled out a CX Certification to educate employees on the foundations of CX and a recognition program to highlight the top experiences that are being delivered to our customers from a frontline and back-office perspective. Show less

- Support in the RFP process for the selection of a CX platform to run the VOC program and plan the implementation, engaging stakeholders across the business- Mapping of current programmes and requirements, as well as areas of opportunities to take the program to the next level.- Define the change management (new ways of working, roles and responsibilities), including documentation by role / level of hierarchy across customer insights org, cross functional leads and store associates

- Accountable for relationship with different Majid Al Futtaim’s business units (Shopping Malls, Lifestyle and Hotels) leading the SHARE integration projects from a business perspective.- Responsible for driving forums to address performance, status of key projects and initiatives, as well as support on prioritization of strategic projects- Support in development of new projects, such as SMBU Marketplace and LEGO VIP Programme- Collaborated in the CX Design project for a VIP… Show more - Accountable for relationship with different Majid Al Futtaim’s business units (Shopping Malls, Lifestyle and Hotels) leading the SHARE integration projects from a business perspective.- Responsible for driving forums to address performance, status of key projects and initiatives, as well as support on prioritization of strategic projects- Support in development of new projects, such as SMBU Marketplace and LEGO VIP Programme- Collaborated in the CX Design project for a VIP proposition for the SHARE Loyalty Programme Show less

- Customer experience champion for the Majid Al Futtaim group supporting the development of the CX strategy and direction - Accountable for CX design, innovation and optimization of experiences, including mapping customer experience journeys and leading CX Design workshops and projects- Owner of Voice of the Customer programs as part of the broader Customer Experience Governance across the group supporting the core Majid Al Futtaim brands: Carrefour, Ski Dubai, Magic Planet, VOX… Show more - Customer experience champion for the Majid Al Futtaim group supporting the development of the CX strategy and direction - Accountable for CX design, innovation and optimization of experiences, including mapping customer experience journeys and leading CX Design workshops and projects- Owner of Voice of the Customer programs as part of the broader Customer Experience Governance across the group supporting the core Majid Al Futtaim brands: Carrefour, Ski Dubai, Magic Planet, VOX Cinemas, Shopping Malls, NAJM & a number of fashion brands managed by MAF (Crate & Barrel, Lululemon, Maisons du Monde, All Saints, among others). Key responsible for the Bottom Up and Top Down NPS programs. - Representing the Customer Experience for the Majid Al Futtaim group at various stakeholder forums and workshops, up to and including CEO level - Liaising directly with external customers to gain real actionable insight into customer needs and utilizing customer insight tools (Medallia/Qualtrics & Sprinklr) to better understand the needs of our customers- Leading and influencing cross-company collaboration to ensure a holistic experience across disciplines including marketing, operations, sales, development, asset management, digital and human capital. - Responsible for providing thought leadership and insight to drive improvement creating a truly differentiated experience across the Majid Al Futtaim group Show less

- Developed and launched company-wide communications strategy (Executive communications,educational video, social intranet stories and activation) to educate employees on Voice of Customer/ Experience initiatives, including customer "Net Promoter Score" (NPS) - one of Dell's key successmetrics- Developed and implemented content strategy to showcase how Dell listens, analyzes and acts oncustomer data to improve the experience;- Developed and published internal blog… Show more - Developed and launched company-wide communications strategy (Executive communications,educational video, social intranet stories and activation) to educate employees on Voice of Customer/ Experience initiatives, including customer "Net Promoter Score" (NPS) - one of Dell's key successmetrics- Developed and implemented content strategy to showcase how Dell listens, analyzes and acts oncustomer data to improve the experience;- Developed and published internal blog content to increase awareness of the company's customerexperience strategy and initiatives- Responsible for survey design, including participation on integration of legacy programs for Dell and EMC upon merger. Worked on project to rollout MaritzCX at Dell, focused on toolimplementation for new and existing programs throughout all organizations within the company. Show less

• Ensuring trustworthy and reliable data: NPS Survey Readiness for LATAM, including coordinating account coverage & targets, driving & monitoring Contact Data Quality (CDQ) and audience readiness & preparation (both internal and externally).• Voice of Customer listening: providing E2E VoC Insights for LATAM based on NPS, CSat, Escalations, among others. Insights to sales and functional leadership, in addition to participation on projects to improve CX in critical areas of customer… Show more • Ensuring trustworthy and reliable data: NPS Survey Readiness for LATAM, including coordinating account coverage & targets, driving & monitoring Contact Data Quality (CDQ) and audience readiness & preparation (both internal and externally).• Voice of Customer listening: providing E2E VoC Insights for LATAM based on NPS, CSat, Escalations, among others. Insights to sales and functional leadership, in addition to participation on projects to improve CX in critical areas of customer journey.• Closing the Loop with Customers: focal point for regional Customer Outreach Program (strategy, design and governance. Drive and monitor accountability, as well as partner with functional leads.• Customer & Sales Engagement: CX regional liaison to Global CX team and other areas of the business. Communication of NPS results & development of LATAM (by country/segment) analysis and read-outs to Leadership team. Show less

• Participation in the design and launch of a Global Executive Customer Outreach Program to build and strengthen relationships between Dell and selected customers, as well as generate new business opportunities.• Definition of NPS Sales Enablement strategy and development of all documents and resources. Establishment of a global communication plan and alignment with Regional CX Leads on specific regional comms.• Analysis and design of a Customer Experience Certification, including… Show more • Participation in the design and launch of a Global Executive Customer Outreach Program to build and strengthen relationships between Dell and selected customers, as well as generate new business opportunities.• Definition of NPS Sales Enablement strategy and development of all documents and resources. Establishment of a global communication plan and alignment with Regional CX Leads on specific regional comms.• Analysis and design of a Customer Experience Certification, including mapping of phases, learning objectives and targeted content for each course.• CX communication plan development and implementation• Coordination of internal and external initiatives related to CX, such as We Listen, CX Advocate Award and CX in Real Life. Show less

• Participation on global contact reduction initiative on the Customer Care segment, including root cause analysis, definition and monitoring KPIs, as well as project governance.• Project Manager responsible for MWD-R (Missing, Wrong, Damaged & Returns) initiative to review and align global processes to ensure contact reduction and time/resources optimization.

Main responsibilities: launch of Sant/Qvidian (global automated proposal tool) for Latin America, content management (new content development, coordination of translation process, validation with subject matter experts and upload in the tool), sales users training and basic troubleshooting, program architecture for all ABU region. Performance review: FY12 – Good | FY13 – Best | FY14 - GreatExtra activities at Dell: Winning Culture Team Leader for Communication group; participation… Show more Main responsibilities: launch of Sant/Qvidian (global automated proposal tool) for Latin America, content management (new content development, coordination of translation process, validation with subject matter experts and upload in the tool), sales users training and basic troubleshooting, program architecture for all ABU region. Performance review: FY12 – Good | FY13 – Best | FY14 - GreatExtra activities at Dell: Winning Culture Team Leader for Communication group; participation in WISE (Woman in Search of Excellence), member of the Social Media Committee; volunteer in Make a Difference activitiesMain competences developed: analytical skills, project management, people management, drive for results Show less

Main responsibilities: development of marketing plan and responsible for all issues concerning internal and external communication, which included online and offline project managing, coordinating the advertising agency, publicity partners, public relations and sales team. Main competences developed: Group working, communication, creativity, project management, innovation and organization skills.

Main responsibilities: Planning and management of the internal and external communication, collaborating in the definition and accomplishment of the new brand positioning, coordinating the advertising agency and approving the ad campaigns. Press planning, strategy definitions, release approvals and restructuring of the company’s magazine – Viver. Website development coordination + report analysis and negotiation and organization of TERRA VILLE events.Main competences developed:… Show more Main responsibilities: Planning and management of the internal and external communication, collaborating in the definition and accomplishment of the new brand positioning, coordinating the advertising agency and approving the ad campaigns. Press planning, strategy definitions, release approvals and restructuring of the company’s magazine – Viver. Website development coordination + report analysis and negotiation and organization of TERRA VILLE events.Main competences developed: communication, organization, leadership skills, analytical skills Show less

Development of the Marketing PlanDefinition of communication initiatives and Sales team supportNew team members training

Main responsibilities: Guest attendance, cash register operation.Main competences developed: Client service, communication, organization, selling and group working skills.