Marco Milani Email & Phone Number

Biel, Berne, Ch

Responsible for deployment of Group sustainable program in Italy. Leader of local initiatives aiming to improve Economic, Social, Environmental Sustainability

Biel, Berne, Ch

Business leader of the reorganisation project and implementation of new ERP sysem SAP S4 Hana, for all the processes of Italian company (sales, administration, finance, Customer Service, logistics, ecommerce)in order to implement the new Group strategy of Verticalization according to 4 sets of brands.

Biel, Berne, Ch

♦ Hold P&L responsibility for the customer service operations to ensure provision of elite customer service, efficient servicing of major brand watches and selling spare parts across the group. ♦ Drive the strategic vision and business strategy to strengthen company’s position within competitive markets and to grow revenue and operating income. ♦ Create a more responsive and market-driven unit resulting in increased productivity and business volume.♦ Substantially reduce the overall lead-time ♦ Significantly improve the number of services to end customers through service diversification and building solid relationships with current clients. ♦ Champion new opportunities to create demand within the market, substantially grow market share, and focus on long-term strategies and initiatives to drive company development.

Biel, Berne, Ch

• Permanent member of Corporate Customer Service team as representative of European countries.• Lead and deploy international innovation projects, such as Implementation of new pick-up service for end consumers as first actor in watchmaking industry; ideation of Service Warranty Card, definition of guidelines and blueprints of new ERP system for Customer Service;• Earned temporary promotion to manage the China CS BPR Project (located in Shanghai) due to outstanding delivered results in Italy. (China has the widest and most complex Operations in the group)o Steered efforts to deploy a new ERP system, encompassing analysis of the as-is processes, conceptualisation of a new process, new workflow deployment, current hub and branches overhauling and a new processes rollout. o Strategic contributor to the network re-engineering of CS branch offices and corporate stores and their connection system with the CS hub in Shanghai resulting in improved communication and customer care. o Drove instrumental initiatives leading significant saving of FTE and inbound calls reduction.

Biel, Berne, Ch

♦ Managed cross-functional teams, such as: sales, marketing, operations, customer service, logistics to successfully deliver and exceed performance results and revenue targets. ♦ Played the key role of Project Manager to streamline critical processes, enhance market perception and to establish a new way of working by applying the Agile Methodology and Lean Techniques. ♦ Successfully achieve a reduction of returns time and of activation times.

♦ Held P&L responsibility of the Logistic division and managed 13 direct reports and 19 indirect reports outsourced to external company in four different plants.♦ Spearheaded the overall Supply Chain of spare parts achieving €5M sales and 20% share of EBIT.♦ Successfully streamlined the logistics operations leading to 15% annual cost savings related to subcontractors’ handling and delivery activities.♦ Established new agreements for spare parts distribution resulting in 10% increased revenues within 3 years, despite a declining market.♦ Successfully managed the profit margins of service contracts and designed customised contracts for key clients to ensure high client retention and satisfaction rates.♦ Developed Service business division with €15M revenue by employing strategic actions targeted to make the organisation more productive and customer oriented

Roma, Lazio, It

Responsible for S.M.E. project focused on recruiting small and medium-sized enterprises by means of telephone contacts. Main tasks related with this job were: supervision of the activities both of internal and external resources, scheduling and control of the action plan, creation of the offer, presentation of the initiative to the customer.Business Solutions Manager (Operations Department) responsible for supporting the sales structure in pre-sales activities and for studying the processes of the customer in order to define the best solution for customer requirements.

Milano, Lombardia, It

Service Business Sub-Division Manager (since April 2000) responsible for Service Marketing for dealer channel and for coordination of the two direct service branches in Milan and Rome (19 people; 2.5 million Euro of revenue)Assistant Service Manager (Oct 99; Mar 00), taking care of the analysis and planning of the activities of Service Division (including the writing of three-year Strategic & Business Plan) and the development of international projects together with other European subsidiaries and the headquarter. Service Marketing & Planning Supervisor (Dec97 - Sep99), with the tasks of managing after sales business for dealer network (spare parts pricing, promotions, analysis of operational cost of machines).

Roma, It

Manufacturing Supervisor of the whole line of electronic assembly of circuits (45 people), since July 97Representative for Manufacturing area in the TOP Cassina project (Sep 96 - Jun97) oriented to cost and lead-time reduction in the plant of Cassina de Pecchi. The project was led McKinsey company and achieved 40% reduction of operating cost and 60% reduction of led-time.Supervisor of the Surface Mounting Technology unit (Dec 95 - Aug 96) composed of 21 workers. Creation and implementation of a software program to manage work scheduling

110/110 E Lode, Ingegneria Elettronica Indirizzo Gestionale

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