• Developed and executed a forward-looking governance strategy, achieving operational efficiency and aligning IT infrastructure with strategic business goals.

• Creating new digital engagement strategy and automatizations for their ecommerce.

• Responsible for the development of the company's technology roadmap, implementing a new software as a service (SaaS) to support SMEs through the introduction of AI.

Supporting the introducing a new Customer Experience strategy, as Project Manager, by leading the introduction of a global CTI.

• Successfully led the introduction of a new global Customer Experience strategy, focusing on implementing a comprehensive Computer Telephony Integration (CTI) system.
• Served as the Project Management Office (PMO) for the initiative, ensuring meticulous planning, coordination, and execution.
• Organized and spearheaded the negotiation and finalization of the contract with the selected vendor through a rigorous Request for Proposal (RFP) process.
• Aligned and collaborated with internal departments, including Purchasing, Legal, Compliance, IT, and various business units, to ensure seamless integration and adherence to organizational standards.
• Coordinated with local markets to develop and execute a strategic rollout plan, tailored to meet regional requirements and timelines.
• Successfully negotiated the project budget and contractual conditions, optimizing resource allocation and ensuring cost-effectiveness.

• Drove the adoption of a global CTI system, enhancing customer interaction and experience across multiple touchpoints.
• Established a robust project governance framework, improving project delivery and stakeholder satisfaction.
• Enhanced cross-functional collaboration, streamlining communication and operational efficiency within the organization.

• Implementation of a new Omnichannel strategy, providing efficiency in digital process and customer journey, end-to-end.
• Development of a new global CRM, with standardization and automation of processes, accountable for demand exploration, analysis, and roadmap plan.

• Overall responsibility and development of sales and marketing.
• Coordination, planning and management of sales representatives, including the development and implementation of bonus plans and sales programs.
• Development and coordination of various communication activities and adaptation of global launches.

• Design and implementation of a new digital strategy and customer management, defining a new customer lifecycle, through the use of metrics and data analysis.

• Supporting our clients on their digital transformation journey and set their Innovation Strategy for future applications and solutions based on our technology portfolio.

• Develop and execute strategies to enhance sales and profitability.
• Shape and lead a high-performing Account Management Team.