Manager, Marketing Services and Consumer Relations
June 2013 — Present
Drive and develop consumer experience excellence though out all company’s brands such as Oreo, Trident, Club Social, Belvita, Philladelphia, Milka, Cadburry, and others building a strong communication channels with digital excellence, phone, social media, mail, self-services and FAQ.
Responsible for building and leading a global and a Latin America Digital Center of Excellence (DCoE) with focus on improving digital strategy and analytics backing up promotions, campaigns and product launch programs.
Drive digital strategy over consumer experience teams across Latin America’s cross-functional teams such as QA, IS, CIS, and others.
Manage teams of analysts responsible for consumer relations over major company’s categories (Gums and Candies, Biscuits, Chocolate, Groceries and Beverages) and also responsible for managing and deploying a fully functional Contact Center with Consumer Experience improvement and CRM across the LA region.
Build and manage strategic Self Service channels for consumer interaction and a strong consumer knowledge base for CRM and customer insights.
Responsible for building and improving interactions with consumers across all communication channels with the brands on each brand’s website, social media channels (Facebook Youtube, Twitter, Instagram, and others).
PMO leadership for the Latin America CRM platform managing internal teams, global vendors and providers and integrating consumer information in a global database that gives the company a 360 vision of consumers interactions in order to drive a more relevant CRM strategy.
Real time Marketing strategy in Latin America and cross brand strategy.
Leading and motivating Design thinking strategy across company strategy with participations on FlyGarage, FlyCamps and others creative thinking Marketing Management strategy.
Supporting and providing guidance on Next Generation Marketers training and improvement.