Victoria Martínez Urrutia Email & Phone Number

Chile

Chile

Santiago Metropolitan Region, Chile

-Leading Customer Experience, Loyalty (FULL Copec), and Digital Marketing and Media teams for Pronto Copec.-Collaborating with Customer Intelligence, FULL, CRM, and Technology teams to implement testings, personalization, incremental revenue measurement, and automation to enhance customer experience, loyalty, conversion, and Lifetime Value.- Leading strategic initiatives company-wide, focusing on the deployment of the loyalty and customer experience initiatives that improve customer… Show more -Leading Customer Experience, Loyalty (FULL Copec), and Digital Marketing and Media teams for Pronto Copec.-Collaborating with Customer Intelligence, FULL, CRM, and Technology teams to implement testings, personalization, incremental revenue measurement, and automation to enhance customer experience, loyalty, conversion, and Lifetime Value.- Leading strategic initiatives company-wide, focusing on the deployment of the loyalty and customer experience initiatives that improve customer experience, customer value and increase the loyalty program profitability. Show less

Viña Del Mar, Valparaiso Region, Chile

- Leading customer service in both face-to-face and remote channels (contact center, commercial offices, back office, and digital channels).- Designing the customer and CRM strategy to make customer satisfaction the ultimate goal of all company areas.- Deployment of our customer and branding strategy across all customer service channels.- Systematizing a methodology to understand customer's feedback.- Leading the UX design, testing and development of the New… Show more - Leading customer service in both face-to-face and remote channels (contact center, commercial offices, back office, and digital channels).- Designing the customer and CRM strategy to make customer satisfaction the ultimate goal of all company areas.- Deployment of our customer and branding strategy across all customer service channels.- Systematizing a methodology to understand customer's feedback.- Leading the UX design, testing and development of the New Website.Achievement: Increased customer satisfaction from 35pn to 51pn in 2021. Show less

Chile

Corporate role: defining global strategy and processes for LATAM Airlines CRM communications in all countries and channels (email, push, SMS, apps, social media), focusing on the correct deployment of our customer strategy to maximize marketing ROI and customer lifetime value.Identifying development opportunities and leading relationships with global suppliers (agencies, tech services, etc.).

Chile

- Leading the management, goals, and budget of CRM marketing teams in 17 countries. - Business cases, approval, and leading the implementation of strategic marketing CRM projects globally.- Designing Mobile experiences for customer communications.- Automating marketing process for one-to-one communications to execute multiple marketing campaigns across the globe.

Las Condes, Santiago Metropolitan Region, Chile

- Planning budgets, strategic initiatives, and relational marketing objectives for the various countries where LAN operated and supporting teams in their implementation.- PMO, project manager, and training manager in the implementation of SaaS technology tools for customer relationship management.

Enrique Foster Sur 20

-PMO in the implementation of the CRM strategy for a major financial retail company, monitoring 144 projects focused on migrating systems, processes, and people to a customer-centric philosophy.

- Desarrollo de campañas de Marketing y adecuación de la oferta de valor por segmento de clientes. - Jefe Proyecto Banca Funcionarios, generando oferta de valor especial para funcionarios del banco. - Desarrollo de campañas y creación y publicación de procedimientos.- Generación de guías de capacitación para integración por fusión Scotiabank - Banco del Desarrollo.

Ingeniera Comercial Mención Administración, Management, Marketing, Administracion, Coaching

Diplomado En Experiencia De Clientes

Egresada con Mención Honrosa en primer lugar de la promoción 2018.