Head of Commercial Operations Strategy, Planning, Monitoring and Outsourcing Management
Whilst retaining my previous responsibilities as Head of Digital and A.I., I am also responsible for the Customer Service strategy, planning, budgeting and for the whole operations portfolio worth €200M+ and accounting for over 4000 people across Customer Service and Customer Value Management.
Head of Operations Strategy, Planning and Outsourcing Management
- Responsible for all digital and social channels leading a team of 200+ with a mission of sales, customer care, omnichannel integration and digital transformation with over 14M users a month, 25% of the sales of the company on broadband and 50% of the Customer Value Management sales.
- With my team I have started-up and launched TOBi, the largest application of artificial intelligence in Italy on Customer Service accounting over 1.5 million customers a month, best practice and leading country amongst Vodafone Group as well as many other innovations in the areas of Digital, A.I. and Robotics Process Automation resulting in: -40% of human assisted, +50% on digital sales, digitalization of over 87% of the total customer interactions and MyVodafone app becoming the 4th most popular app in Italy, by far the main channel for customer value management and caring.
- My team and I have won several awards including: Best Company for Digital and Operations (Le Fonti), AI/Chatbots (Digital360), Digital Growth (IlSole24Ore), Best Mobile App (CMMC), Best Chatbot and AI (CMMC), Best Digital Customer Operations (CMMC)
Executive Academy Lecturer
Manager of the year
Advisory Board Member
Providing non-binding informed guidance and serving as a savvy ally in complex issues ofcorporate governance
Shaping the strategy and running the Italian business of eBay.
Legal representative of the company managing operations, developing business and increasingtop and bottom line
Head of Trading Italy, France and Spain
Accountable for defining and implementing the consumer strategy of eBay in Italy, France andSpain and for driving the long term strategy to become top of mind for online buyers in thesecountries
Head of Consumer
Responsible for defining and implementing the eBay consumer strategy in Italy, thus resultingin increasing buying and stronger top of mind for online consumers in Italy.
Head of Online User Experience and Quality
Responsible for the user experience of Vodafone’s digital properties (website, msites and apps)and ensuring that the multichannel customer journey is coherent and effective, driving salesand NPS. Within this role I have been responsible for the creative, the email marketing, the UXand the SEO teams and the editorial planning of the homepage.
Head of Online Analysis and Performance
Responsible for the online analytics and budget. This has been a double headed role, where Iwas both making sure we could improve the online performance by studying the customers’online behavior and controlling the financial aspects of the online function whilst improving thecustomers’ perceived quality.
Head of Customer Experience Analysis
Within this role I have been responsible for starting up the Customer Experience Analysisfunction whose main objective was to acquire business intelligence by studying the crosschannel, multichannel and vertical behaviours of the customers in order to improve the selfcare strategy and anticipate the customers’ needs.
Demand Planning Manager Car Business Unit
Responsible of the short, mid and long-term planning of the demand and the market: in yearforecasting, yearly budget and five years strategic plan.
Global Motorsport Supply Chain Manager
Head of Motorsport Business Unit’s Supply Chain world-wide working in the extremely dynamicenvironment of racing.
Direct Deliveries Project Manager
Responsible for starting up the Direct Deliveries Project working in Logistics and cross-functionally with the Commercial, Finance and IT functions, a number of UK and European factories and major European customers. With the support of a team composed by members working in different functions, I have been working on process-engineering, efficiency, time and change management on the production and logistic value chain.
Responsible for e-marketing, new media buying, e-CRM and the web-presence in the B2C andB2B markets of both the United Kingdom and the Republic of Ireland.
Marketing Analyst – Pricing and Planning
Responsible for analyzing and measuring the commercial performance and planningcommercial actions in the UK and in Ireland, working in directly with the Managing Director andthe members of the Board.
Member of the marketing web application team with responsibility for B2B web-basedmarketing tools and e-CRM.