Raymer Pichardo Email & Phone Number

London, Gb

London, Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

London, Uk, Gb

Responsible for defining, leading, and tracking the delivery of initiatives to increase the volume of sales and upgrades through Digital channels, working in an Agile delivery framework.

Redmond, Washington, Us

- Devised annual customer engagement plan: strategy, quarterly marketing initiatives and budget, working closely with key stakeholders across all Microsoft Band and Xbox owned channels, external agencies, Global counterparts and 26 EMEA markets.- Worked in partnership with Global leads to optimize and land global campaigns within local markets with maximum business impact, managing regional partners expectations and identifying key opportunities for EMEA-specific platform, game launches and post-monetisation campaigns.- Owned delivery of campaigns metrics vs. targets and benchmarks, achieving business objectives and increasing engagement among Microsoft Band and Xbox users. - Brought into the business to execute paramount projects, hitting the ground running: Backward Compatibility, New Xbox One UI, Black Friday, Christmas and EMEA seasonal promotions, Year in Review, Platform campaigns to promote consoles, accessories, downloadable content, etc.

London , Gb

- Defined and implemented a best-in-class E2E Customer Experience and comms proposition for EE TV, generating strong media reviews for: “slick set up” and “very accomplished service”.- Led cross-functional digital initiatives, as a product owner, aligning key stakeholders to benchmark and radically improve existing market customer experiences to differentiate EE TV from competitors.- Designed and built all digital assets for EE TV self-service online proposition, providing customers with UX integrated access to help functionality across several devices: phone, tablet and set-top box. - Designed help site UX and taxonomy. Optimised content using SEO tools (auditing, ranking & research).- Devise e-commerce experience improvement to offer PAYM+BB+TV bundle purchase with: optimised postcode and credit checkers, clear pricing presentation, streamline delivery process and consistent purchase confirmation comms.- Coordinated Content Management Systems (CMS) updates for comms, websites and apps; with various multimedia assets as info-graphics, set-up guide, cost calculators and demo videos. - Drove the post-launch experience optimisation successfully based on customer feedback and process performance reviews, attaining positive in-life Net Promoter Score.

London , Gb

- Developed a holistic approach to the customer experience throughout welcome, in-life and retention stages to achieve save targets and increase revenue. E.g. simplifying set-up experience to address early-life churn, and defining customer engagement metrics.- Inspired internal cross-functional teams, external agencies and call centres to deliver retention activity and grow base value improving the customer journey and the effectiveness and relevance of customer contacts. As a direct result, reduced annual churn rate. - Managed a mid-7-figure marketing budget, overachieving results whilst providing 5%-10% savings.- Developed testing (A/B-MTV), targeting and content personalisation initiatives to measure and increase customer engagement. Increased customer satisfaction score from 0.5 to 2 points higher over one year.- Drove actionable recommendations into strategic programmes based on churn drivers and behavioural triggers, market research/competitive intelligence data and analysis of campaign KPI’s- Increased database marketing effectiveness by making use of micro-segmentation strategy (e.g. tailoring campaigns by socio-demographics and lifestyle to increase lift curve).

Issy-Les-Moulineaux, Île-De-France, Fr

- Accountable for broadband end-to-end campaign lifecycle: planning, customer contact decisioning (target&media), creative briefing, data extraction, deployment, reporting and performance evaluation.- Built emotional relationships with broadband customers whilst achieved commercial targets: conversion/save rate, revenue, ROI and costs.- Devised and implemented customer contact strategies across multiple channels, ensuring consistency within online and offline. - Created and delivered a targeted multi-offer newsletter program containing cross-sale, loyalty and service messages by creating personas to tailor compelling and interactive content (e.g. competitions, news, polls, social and online forums, etc.). Increased customer opt-in to digital comms in 212%.- Delivered integrated multichannel campaigns for complex network and product migration projects, balancing business objectives with Brand and PR outcomes to deliver clear, engaging, and timely customer comms.- Managed the relationship with outbound and inbound call centres: set investment budget, incentives, business rules & offers hierarchy in CRM matrix.

- Led and implemented the marketing plan for the low-income customer segment, managing an over £2m budget and ensuring consistency across all marketing disciplines including demand generation, PR, advertising, pricing, events and online. The initiatives launched helped increase subscriber base by 70%.- Conducted benchmarking and competitive intelligence analysis to track industry trends in the mobile market within Asian, Middle East and South American emerging markets; and led, designed and coordinated local market research and customer data analysis: focus groups and quantitative studies.- Designed and executed the mobile payments company’s strategy : • Developed and launched a portfolio of products that allowed mobile phone recharging in remote and isolated zones • Developed and launched Maestro card to expand customer base payment and cash management options, increasing ARPU in 8%.- Set direction with fixed broadband and SME management teams to design and merge strategies in order to penetrate low-income segments, coordinating efforts to unify sales and channel strategies.

- Developed and implemented the PAYG marketing plan, including promotional projects to acquire new customers, increasing overall PAYG market share by 1 pp - Developed innovative products such as a tariff plan that bundled voice, data (SMS) and services, and a new product which allowed costumers to own a mobile phone number and receive voice messages without having a mobile handset.- Led a joint McKinsey&Company - Movilnet project. Responsible for analysing a new market segment, understanding customer needs, determining segment profitability and defining value proposition; as well as, identified and prioritized specific quick wins for market penetration strategy. As a result, the commercial department was reorganized around customer segments.

- Supported strategy development and implementation for acquisition and retention of PAYM customers. Churn reduced by 2 pp. - Designed and launched marketing initiatives to migrate PAYG customers to PAYM- Developed loyalty and acquisition programmes to encourage customers to switch from our competitors (e.g. PAYG/PAYM hybrid product that allowed customers to set up a monthly cap on the post-paid tariff and use it as prepaid when the credit limit was reached).

- Coordinated development and implementation of new guidelines to standardised company’s image in third party channels, achieving 90% guidelines adoption after 3 months.

- Participated in the design and implementation of business strategies for launching pre-activated PAYG mobile handsets in mass market channels, increasing national sales by 10%.

Diploma In Digital Marketing

Masters In Business Administration

Marketing Specialisation

Production Engineering – Bachelor Degree