Partner Success | Customer Experience | Business Growth
Mexico City, MX
Persistent Customer Experience Manager, solutions driven who excels at proving marketing and business skills required to successfully manage teams in order to increase sales and productivity.
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Dec 2020 - Present
Data analysis to identify growth and improvement opportunities to positively impact the restaurant ́s and customer's experience. Commercial strategy creation for restaurants in order to improve their sales and operations. Marketing Campaigns creation, development and performance analysis. Customer Success team management, KPIs settlement and monthly definition of objectives (NPS, Churn, CSAT).
Oct 2019 - Dec 2020
Customer Experience Manager
YC W2020 Product Marketing: Pagaloop app 2.1 and Pagaloop Web Customer lifecycle & Customer insight: work cross-functionally with engineering, product and marketing teams to improve product functions and marketing campaigns Digital Marketing Campaign with VISA Defined objectives and goals, guaranteeing the best experience to users (NPS, CSAT, FCR and Churn)
Apr 2016 - Sep 2019
Nido Social A.C.
Co-Founder & General Manager
Managed to cut our operations expending by 32% thanks to process optimization in one year. Increased by 80% our yearly billing budget thanks to strategic alliances. - Project management: design, implemented, tracked performance, and KPIs dashboard implementation. - Cross - functional and multidisciplinary teams coordination. - Briefs, market research, benchmarking and strategic planning for new projects. - Created new strategies and gathered metrics on campaign and collateral material for awareness and communicate quantitative progress to stakeholders. - Corporate relationships and B2B Marketing. - Contract negotiation and compliance - People training and retention
Jan 2015 - Apr 2016
Nido Social A.C.
Co-Founder & Partnerships Manager
Drove a 15% increase in client portfolio thanks to better operations and efficiency on the customer success team by CRM implementation. - Develop and implement strategic business plans to grow sales - Developed, tracked and improved landing pages and campaigns utilizing Google Analytics and Google Ads to improve traffic. - CRM implementation (Zoho and then internal CRM) - Lead and trained a field team of four sales coordinators. - Process re-engineering and implementation according to ISO 9001 and Great Place to Work
Jan 2014 - Jan 2015
LVMH FRAGRANCE BRANDS
- People Performance Analyst: KPIs, Retention, Satisfaction. - Benefits and Compensation Analyst. - Developed and implemented Internal Communications INSITE.
Jan 2013 - Jan 2014
- Optimize and design internal process - Operations manuals - Supply chain analyst
2010 - 2015
Universidad Iberoamericana, Ciudad de México
Licenciatura, Relaciones internacionales y asuntos exteriores
2018 - 2018
UC Berkeley Extension
2016 - 2016
CENTRO diseño | cine | televisión
Curso, Planeación Estratégica en Marketing