About myself
I have a diverse yet highly related global brand-marketing-CX-CRM-digital background from great brands (Marriott, Nespresso, Swarovski, Invisalign).
I believe that this holistic experience is exactly what makes me very relevant and efficient, as not only I have a full overview on the entire purchase funnel, but I am also an expert in channels’ and touch–points’ operations.
As a result, I can build highly relevant strategies, and successfully implement them too, targeting more engagement and higher satisfaction, achieving more sales and higher profit.
Parallel to this know-how, I’ve also visited and worked with several different markets within Europe (EU, UK, Russia), Middle East (UAE, Saudi), Asia (Japan, India) and South Africa, and can bridge the the cultural differences with ease.
My first degree was BA in Economics and Hotel Management. My customer centric view and aim for delivering ultimate service originates from the 6 years I’ve spent behind front desks. This includes Marriott in Tampa FL, which was a great experience how to standardize CX at industrialized level in the luxury segment.
The almost 10 years with Nespresso were significant. 6 Years in the Hungarian market, opening the first retail footprint, and building out the full omni-channel landscape including e-commerce, customer relationship center, after sales, among establishing the CRM-bases and evolving services. It was fantastic being an ambassador for this amazing brand in a new market and being part of passionate team.
Meanwhile I’ve finished my Marketing Master studies, I also got promoted to Nespresso HQ in Lausanne. I was supporting 25 Customer Relationship and CRM Centers around the world in driving CX and fostering operational efficiency, with key focus on Customer Voice and service quality management. Super high performing and strategic team, driven by the passion for CX and for the brand – I am so grateful for these years.
With more focus on marketing, I’ve joined the consumer goods business of Swarovski HQ near Zürich. What a change in terms of complexity: 2500 SKUs, 10000+ POS, majority through partners, and extremely fast campaign management cycles. I’ve learned (and I believe I’ve also contributed) a lot, first as a Head of Launch Communication enabling retail for successful seasonal launches, and then being promoted to Global Director of Marketing Delivery & Go To Market, raising this enablement to the retail and trade promotion level. Above the fascinating heritage of the brand, I also have so much respect for the colleagues, with the hard and complex work behind each collection and campaign launch.
The last years in the corporate world I’ve spent with Invisalign as their Director of CRM and Engagement for EMEA. With a great Product Owner team of Web, Digital, CRM, E-com and Patient Care, we’ve implemented digital CRM solutions for patients, often through the doctor network…with a breathtaking speed and success, also fueled by an exceptional product and brand.
With this digital experience and with my recent Digital Marketing degree from HWZ Zürich I can deliver full Omni-channel and digital CX strategies.
I am grateful to all the people and for all the learnings through my journey, enabling me to launch the CX Brand Lab platform, and to start to share the knowledge and the know-how with a customer centric purpose in mind!