Marta Clemente Email & Phone Number

Barcelona, Ct, Es

Spain

•I crafted and developed detailed RFPs of different Customer Experience Programs (from 0,7 Mio to 9 Mio Eur for 3- & 5-years deal) for that describe the technical and functional requirements, timelines, and deliverables of projects.• Additionally, I oversaw the development and implementation of Customer Experience Programs, including the Customer Satisfaction Platform and Mystery Shopping Program, across 31 markets.•Furthermore, I led the transformation of customer satisfaction tools, aligning them with emerging trends like online reputation management in retail. I defined business processes within the tool to implement an Action Plan feature, enabling the tracking of the impact of strategic plans on KPIs, and ensuring a dynamic and effective approach to elevate the overall customer experience.

Spain

 Responsible of SEAT Sales Customer Satisfaction (12/2019- 05/2022) managing of 2 international projects Customer Experience Management Platform to consolidate customer feedback through surveys and Mystery Shopping Program to measure the SEAT Sales Process implementation and new retail Standards (Electric vehicles & Car connectivity solutions) from customer view. Managing a up to 33 countries per program with worldwide tenders done during 2020 and executing platform migration during 2021 for CEM with SEAT /CUPRA / SEAT Mó with 6 VW App integrated and 6 external vendors to integrated 22 countries in reporting.  Responsible of Retail Standards (09/2018- 09/2022), with the objective to secure SEAT Customer Experience and SEAT Business: Knowledge library and Process Market Communication through CAP, Planning the Audit SEAT Sales; Team member of Audit 2020 VW group project to define requirements to new VW Group Audit System. Standards definition for Electrical Vehicles, CUPRA (for Launch in 2018) and Digital Products & Services for MOD2. PMO of New Retail Experience (10/2017- 01/2019) to define the aspirational vision of a customer experience inside of a dealership in 2022 with a connected electric vehicle and new business model. The project implicated several departments (Digital, Aftersales, IT, Network Development), and workshops 15-17 importers, strategy’s contrasts with investors and customers through focus group. Responsible to define the Connected Car process in MOD2. PMO of SEAT Live Store (10/2015- 12/2017) managing different areas such project building, customer experience design with video chat (“one to one” and “one to many” solutions), tender & providers selection, recruitment & training, technology integration (Contact center tool platform, Whisbi, augmented reality and car configurator). Implemented in SEAT Spain & Germany in Barcelona and in SEAT Netherlands. Current solution replicate in UK & PL and copied by Skoda in UK and Spain.

Barcelona Area, Spain

Reported to the Marketing Director, based in Spain (Barcelona), Spanish was the working language.BUSINESS IMPROVEMENT· Launch of new operational procedures for contract management to CaixaBank offices: focus on training plans and call center FAQs, identifying and improving program´ screens depending on evolution´s received calls.· Define operational business maps together with end user experience for virtual POS and integrated POS to the merchant payments application, identifying long term improvements and implementing the short term improvements.

Barcelona- Spain

Reported to the EVP Global Sales& Accounts member of Executive Team, English was the working language.• Definition, planning and implementation of innovated contracts, like Risk & Reward model based in a win-win strategy between Client- Provider (10% Margin improvement) and End Customer Feedback according to COPC.• International Annual Sales Plan in 9 countries with a value of 1.900 KEUR.• Developing training programs in Project Management following PMBOK standard, Complex Sales for Account Managers and Operational Action Plans following DMAIC.• Implementation of a Strategic Balance Scorecard in Account Management ensuring the execution of the company´s strategy.• Developing Knowledge Library in SharePoint to share best practices and lessons learned between Key Accounts like Orange, EBay, Santander, BBVA, Tele2 …applied pricing models from other industries, avoiding the loss of knowledge in the company and founding the marketing case studies. Expanding the concept to other departments in the company such us Sales and HR. • Identifying the administrative routines of European Account Managers to implement a project of offshoring activities to Philippines, developing standard processes and trainings modules.

Barcelona- Spain

Reported to the Tele2 Key Account Manager member of Executive Team, English was the working language.•Active participation in the global and international price negotiations with financial projections and contractual risk analysis in the search of negotiations’ arguments (350,000 KEUR with business volume growth of 15% and scope of 20 countries). •Identifying legal Gaps inside of the General Agreement between Tele2 group (4 companies: Tele2, Versatel, Calling Cards and Optimal Telecom) and Transcom at country level (20 countries), carrying out a contract restructuring. •Design a Management Control integrating Operational and Financial Key Performance Indicators with the objective of improving the country benchmark, to correct performance deviations (3.000 K eur per month), ensuring the information’s quality and developing a P&L per client combining the client & Transcom business driven (in 20 countries with a total of 36 call centers divided in 5 regions).•Business Process Improvement oriented to automatize conclusions of key programs like Customer Retention, Up and Cross Selling (improvement of 10% of conversion rate) and identification of the key attributes to improve Customer Satisfaction/ End User Feedback.

Madrid- Spain & Paris- France

Reported to Regional Financial Director of Europe.•Quarterly& Annual consolidation of the financial statements & Management Control of 13 countries (around 26 companies) to the headquarter. Monthly , Quarterly & Yearly regional closing. Gap analysis of forecasts and budgets. Budgeting process validation. •Covering the absences of Finance Managers: Ibero Assistência SA in Portugal (03/2004-05/2005), led a team of two people, Allmap Assist GmbH in Germany (Frankfurt) and Mapfre SA Agency and France Assist (07/2004- 05/2004) in France (based Paris) with a restructuring process, led a team of three people.

Frankfurt- Germany& Galway- Ireland& Lisbon- Portugal

• In Germany 01/2001-05/2005, in Ireland (08/2001-08/2002) and in Portugal 08/2002 - 02/2004.• Restructuring of processes between operations and accounts Department due to SAP and CRM systems implementation. Development of the analytical accountancy by contracts and Management Control Report through SAP. Treasury and HR Management.

Master, Project Management (Mpm)

Licenciatura, Accounting And Auditing

Zaragoza Degree Faculty of Economics and Business with special focus on Accounting and Auditing.

Marketing

Erasmus program in Münster University (Germany) Faculty of Economics and Business.

Diplomatura, Marketing

Zaragoza Graduate School of Management, with special focus on Marketing