Marta Pacheco Bustamante ▪ Executive Mba Hec Paris Email & Phone Number

Barcelona, Ct, Es

Barcelona, Ct, Es

Barcelone, Catalogne, Espagne

Client Service and Strategic Direction: - Oversee and manage the Client Services department, ensuring they exceed clients’ expectations and instil their total confidence in the strategic and operational handling of their accounts.- Responsible for providing a world-class client experience and journey while managing KPIs and partnering with internal stakeholders to attain increased profitability.- Ensure relationships are built with each level of the clients’ hierarchy and manage them efficiently.- Develop client satisfaction rigor to maintain and set industry leading standards of Client Service.- Provide an effective bridge between the client and any internal teams, setting the expectations of the client and the team in terms of excellence and delivery. - Leadership of strategic and forward planning efforts, constantly monitoring client satisfaction, business and team performance and industry trends to identify emerging growth accelerators. - Attract top talent to the Client Services team and ensure the development of talent at all levels; set the tone for the team in the region, promoting company’s culture and values.Business Development: - Responsible for growth of existing EMEA revenue of the division; identifying, nurturing, and converting client-oriented and profitability-driven opportunities. - Work closely with the sales team to exceed revenue targets in new business development. - Maintain company intelligence on clients and market to drive the business growth strategy (key brands, incumbent agencies, dissatisfaction rumours, future launches, influential players…)Financial responsibility:- Responsible for managing all P&L aspects of the division, including revenue growth, gross profit, payroll, overheads, etc. - Promote a commercially driven culture across teams to deliver forecasts and stretch targets.- Proactively manages challenges in profitability, and implements continuous improvements to ways of working to support an always healthy P&L.

London, England Metropolitan Area

Solutions: design and activate strategic solutions for clients, from ideation and planning to execution of finite details; ensuring value is delivered with the highest client satisfaction and the strongest feeling of partnership, with an aim for cross-selling and up-selling incremental services.Continuous Improvement and Implementation: responsibility for defining standards and implementing an internal culture of operational excellence, driving continuous improvements.- Client-facing initiatives: new client implementations and continuous improvement strategies for existing accounts, including strategic planning, commercial modelling, project management and transition into business as usual.- Internal initiatives: working closely with the Data and Insights teams, design, drive and deliver value-added strategic continuous improvements and process enhancing initiatives, coordinating the implementation across all markets of set-ups being identified as the way forward. Key target areas are: people (upskilling, training), ways of working and processes, technology, data and reporting.Delivery: accountability for all the aspects of the Operational performance of Creative and Multi-channel production.- Lead, coach and mentor our creative production and multi-channel production teams (on-site and off-shore), ensuring they offer operational excellence and best-in-class service to our clients and to the rest of the organization, delivering maximized profitability and on-going savings.- Ensure operational compliance with our clients’ contractual requirements and with our internal policies and procedures.- Define, follow and constantly improve key performance indicators, measuring them and using them to inform forward-looking business decisions.

London, United Kingdom

- Creation of the Management Consulting Business Unit, from value proposition definition, strategy design and go-to-market planning to business development, full PnL management, team and organizational structure, and offering launch and growth.- Sell and lead optimization consulting projects with a world-wide geographical scope, across a variety of B2B and B2C industries (FMCG, Retail, Pharmaceutical, IT Services…) and functional areas (Finance, Technology, Operations, HR…).- Design and activate strategic solutions for clients, from ideation and planning to execution of finite details; ensuring the highest client satisfaction and the strongest feeling of partnership with an aim for cross-selling and up-selling incremental services. - Company referent for Business and Commercial Modelling, coaching and mentoring the Sales and Growth teams to create and drive innovative solutions that improve revenue growth, profitability and business performance through informed decision-making, strategic planning, and operational excellence.

Greater Chicago Area

Audit the status quo: Lead assessments to identify strategic areas of opportunity across the business (cost, quality, productivity, value stream mapping, root cause analysis, etc.). Design strategies: Analyze processes, people and tools, identifying the “As-Is” state and building the vision and the transition plan to reach the “Future” state.Implement and transform: Develop and drive innovative optimization strategies that increase service quality, enhance customer experience, reduce costs and raise profitability. Measure and control: - Establish appropriate measurement systems to identify opportunities and quantify ROI.- Ensure change is sustained through clear metrics and control protocols. Manage change:- Lead teams to develop a data-driven culture to facilitate business decisions. - Manage organization change and transform corporate culture. - Lead a C-level Business Excellence and Continuous Improvement Governance Committee. - Coach leadership and staff to apply, support and develop a Continuous Improvement culture.

Région De Paris, France

Strategic Customer Management:- Provide direction to the Account Management team in order to ensure the best service, identify operational solutions and improvement opportunities and further develop each of the accounts.- Develop new processes and a comprehensive understanding of client deliverables to organize, plan and monitor all marketing execution projects, tailoring the service provided to each new client with respect to their specific marketing strategy and procedures.Supply Chain:- Ensuring the appropriate strategic sourcing and purchasing tactics within the company in order to leverage buying power, increase profitability and drive better business decisions. - Organizing and overseeing global tenders and bidding processes, auctions and negotiations.- Managing a network of over 800 international vendors.Business intelligence:- Monitoring and analyzing working practices and data to come up with innovative plans for improvement. - Developing and maintaining effective policies and procedures, collaborating with other Hub leaders to ensure collaboration and a streamlined way of working across the company. - Understanding industry trends and competition achievements to drive better internal settings and sales strategy. - Support the business development team when appropriate. Financials:- Ensuring financial targets are met and driving the business to increase profit.- Setting and reviewing budgets, as well as managing and controlling operational costs. - Overseeing the Accounting teams to ensure the business needs are met. Team management: - Developing and managing a strong team of 40+ individuals (Account Managers, Sourcing, Project Managers, Business Analysts and administrative support)- Owning the full employee life cycle: recruitment; supervision; training and coaching; performance management; discipline. - Ensuring the business operates within the company’s mission statement.

Région De Chicago, États-Unis

- Organization of the Microsoft Dynamics AX 2012 global roll-out with the objective of stream-lining our business processes and spreading best practices across the globe. - Developing, implementing and maintaining effective policies, strategies and procedures as needed by our Operations teams.- Managing a strong international implementation team of 10+ individuals (i.e. hiring, training, appraising, rewarding, motivating, disciplining, etc.) ensuring that appropriate subject knowledge and skills are developed within each individual.- Providing guidance on effective change management activities through the whole organization.- Directing documentation development, train-the-trainers activities and support initiatives.

Région De Boulogne-Billancourt, France

- Coordination and implementation of new business policies and procedures. - Understanding business needs and conducting requirement gathering sessions with key stake-holders for change and improvement requests in the company’s ERP system and processes.- Providing onsite or remote trainings as well as support on Microsoft Dynamics AX 2012 to InnerWorkings employees in Europe, Asia and South America. - Maintaining appropriate levels of procedural, functional and technical documentation.- Improving and facilitating the interactions between all the branches of the company and the US headquarters.

Montigny Le Bretonneux, France

- Managing global software implementation projects for Corporate and Higher Education clients world-wide.- Conducting initial analysis, determining the project’s goals and objectives, creating project deployment and implementation plans according to the clients’ requirements and needs, overcoming difficulties and providing solutions. - Leading change management activities within each project to ensure a proper adoption of the software.- Supervising and evaluating the Services’ team performance in each project, assuring high quality and compliance to properly manage relationships with customers.- Building long term relationships with clients and increase satisfaction levels.- Carrying on assessment interviews to determine needs and competency levels of clients and internal collaborators, in order to design and deliver changes through adapted training programs.- Recruiting, training and mentoring the Deployment team new collaborators.

Montigny Le Bretonneux, France

- Responsible for development, assessment, implementation, monitoring and survey of learning projects for companies all over the world, always promoting the best use of the TELL ME MORE software and related services. - Coordinating and putting in place the various chosen services by the client, working with sales representatives, technical and customer support agents, teachers, trainers, etc. - Ensuring a high-quality relation with the clients’ Human Resources and Training managers, conducting orientation sessions and assuring compliance of deployment plans.- Overseeing the general performance of the project’s participants and liaising with managers and employees at all levels to continuously identify and assess training and development needs. - Proactively identifying project issues and coordinating the execution of appropriated solutions. - Conducting monthly reports and tracking assessments for every active project, supervising and monitoring the progress made.

Montigny Le Bretonneux, France

- Providing high quality language training to adult learners in English and Spanish using the TELL ME MORE Learning Management System. - Maintaining detailed records and progress reports on each student, working together with the Project Managers to assure the proper development and compliance of the training projects. - Creating pedagogical supports for the virtual and telephone classes to guarantee effective learning.- Securing first level technical support to all users of the TELL ME MORE application.

Luxembourg

- Managing, organizing and mentoring the volunteers’ teams.- Organizing fund raising events and awareness raising actions.

Luxembourg

Executive Master Of Business Administration (Emba)

Licenciada, Historia