Experience

  • Customer Experience Manager

    at Anyline GmbH

    February 2019 - May 2019

    Wien

    Develop renewals and up/cross selling strategies. Build strong and lasting relationships with existing and new customers, and also taking care of their satisfaction and recommendation index thru a new customer survey. Provide periodic reports about renewals, up/cross sells, and CSI/NPS indicators. Set up communication strategy to show the new products and features to our customers. Creation of a customer onboarding strategy, with a full welcome kit to increase the experience and lower the support inquires. Support, clean, update, and organize the CRM platform.

  • Customer Care and Experience Manager

    at Coseche S.A - Chevrolet & Opel

    October 2016 - April 2018

    Metropolitana de Santiago

    Create and develop the company’s first selling, customer care, and experience program and lead the General Motors satisfaction and promotion programs inside Coseche. Create new strategies to increase CSI and NPS and keep the high scores. Increase sales and revenue through strong and lasting customer retention and promotion. Develop the new CRM software implementation and integrate it with the old sales platform. Create a new Seller's Handbook with all the selling steps and touch points for a flawless selling process. Set up and develop the coaching process for all the dealer's stores and services.

  • Service Field Manager

    at Kia Motors Chile

    December 2015 - October 2016

    Metropolitana de Santiago

    Supervise the Kia authorized services. Review and improve the commercial and management strategies to increase the income and customer satisfaction, to keep the loyalty and brand recommendation. Earn the Excellence CSI Enhancement Award by achieving the best regional score (91%).

  • Product and Project Manager

    at Coseche Motorsports by Opel

    August 2014 - December 2015

    Metropolitana de Santiago

    Co-Creation and Development of the first turbo One-Make Series in Chile with 18 specially modified and FIA approved Opel Corsa OPC Nürburgring. Provide the cars, spare parts and supplies, safety equipment to the customers. Also setup the aftersales strategy for all the cars, and ensure that all of them are available for the next practice or race. This is the first “customer race” category, with an All- Inclusive service (logistics, technical support, all the supplies, Racing suits, helmet, and safety elements). The customer only shows up at the track and start to drive and race, while their family and friends enjoy a full catering at the VIP facilities and watch the race via streaming with live stands and stats. Also, the races were broadcasted via live streaming and TV channel CDO Motor.

  • Brand and Sales Manager Opel

    at Coseche S.A - Chevrolet & Opel

    May 2013 - December 2015

    Metropolitana de Santiago

    Setup and develop the Opel arrival in one of the most important GM dealers. Lead the Sales and Service team from four different stores, and create the sales plan and the strategy to achieve the goals. Create (with the marketing team) the digital strategies to increase the visibility in the different search engines, and also manage the budget for digital and conventional marketing actions. Create the first turbo one-make Motorsport category in Chile.

Education

  • Business Management and Administration (Marketing Major)

    at Universidad del Desarrollo

    2011 - 2015 (4 years) Metropolitana de Santiago

Languages

  • Spanish Native

  • English Native

  • German Conversation

  • Italian Elementary

Hives