July 2019 to Present
at Fondazione Vodafone Italia
Board member
November 2017 to Present
at Vodafone
Head of Commercial Operations Strategy, Planning, Monitoring and Outsourcing Management
Whilst retaining my previous responsibilities as Head of Digital and A.I., I am also responsible for the Customer Service strategy, planning, budgeting and for the whole operations portfolio worth €200M+ and accounting for over 4000 people across Customer Service and Customer Value Management.
April 2017 to Present
at Vodafone
Head of Digital, Artificial Intelligence & AUTOMATION
Responsible for all digital and social channels leading a team of 200+ with a mission of sales, customer care, omnichannel integration and digital transformation with over 14M users a month, 25% of the sales of the company on broadband and 50% of the Customer Value Management sales.
With my team I have started-up and launched TOBi, the largest application of artificial intelligence in Italy on Customer Service accounting over 1.5 million customers a month, best practice and leading country amongst Vodafone Group as well as many other innovations in the areas of Digital, A.I. and Robotics Process Automation resulting in: -40% of human assisted, +50% on digital sales, digitalization of over 87% of the total customer interactions and MyVodafone app becoming the 4th most popular app in Italy, by far the main channel for customer value management and caring.
My team and I have won several awards including: Best Company for Digital and Operations (Le Fonti), AI/Chatbots (Digital360), Digital Growth (IlSole24Ore), Best Mobile App (CMMC), Best Chatbot and AI (CMMC), Best Digital Customer Operations (CMMC).
November 2017 to Present
at SDA Bocconi School of Management
Head of Commercial Operations Strategy, Planning, Monitoring and Outsourcing Management
January 2015 to Present
at MIP Politecnico di Milano Business School
EXECUTIVE ACADEMY LECTURER
October 2016 to September 2017
at Premio Italia Giovane
Manager of the yeaR
January 2015 to December 2016
at Singularity Srl
Advisory Board Member
Providing non-binding informed guidance and serving as a savvy ally in complex issues ofcorporate governance
October 2014 to March 2017
at eBay
General ManagER
Shaping the strategy and running the Italian business of eBay.
Legal representative of the company managing operations, developing business and increasingtop and bottom line
February 2014 to September 2014
at eBay
Head of Trading Italy, France and Spain
Accountable for defining and implementing the consumer strategy of eBay in Italy, France andSpain and for driving the long term strategy to become top of mind for online buyers in these countries.
April 2013 to January 2014
at eBay
Head of Consumer
Responsible for defining and implementing the eBay consumer strategy in Italy, thus resultingin increasing buying and stronger top of mind for online consumers in Italy.
December 2012 to April 2013
at Vodafone
Head of Online User Experience and Quality
Responsible for the user experience of Vodafone’s digital properties (website, msites and apps)and ensuring that the multichannel customer journey is coherent and effective, driving salesand NPS. Within this role I have been responsible for the creative, the email marketing, the UXand the SEO teams and the editorial planning of the homepage.
July 2012 to November 2012
at Vodafone
Head of Online Analysis and Performance
Responsible for the online analytics and budget. This has been a double headed role, where Iwas both making sure we could improve the online performance by studying the customers’online behavior and controlling the financial aspects of the online function whilst improving thecustomers’ perceived quality.
January 2011 to July 2012
at Vodafone
Head of Customer Experience Analysis
Within this role I have been responsible for starting up the Customer Experience Analysisfunction whose main objective was to acquire business intelligence by studying the crosschannel, multichannel and vertical behaviours of the customers in order to improve the selfcare strategy and anticipate the customers’ needs.
September 2010 to December 2010
at Pirelli Tyre
Demand Planning Manager Car Business Unit
Responsible of the short, mid and long-term planning of the demand and the market: in year forecasting, yearly budget and five years strategic plan.
January 2009 to August 2010
at Pirelli Tyre
Global Motorsport Supply Chain Manager
Head of Motorsport Business Unit’s Supply Chain world-wide working in the extremely dynamicenvironment of racing.
May 2008 to December 2008
at Pirelli Tyre – United Kingdom
Direct Deliveries Project Manager
Responsible for starting up the Direct Deliveries Project working in Logistics and cross-functionally with the Commercial, Finance and IT functions, a number of UK and European factories and major European customers. With the support of a team composed by members working in different functions, I have been working on process-engineering, efficiency, time and change management on the production and logistic value chain.
February 2006 to April 2008
at Pirelli Tyre – United Kingdom
eMarketing Manager
Responsible for e-marketing, new media buying, e-CRM and the web-presence in the B2C andB2B markets of both the United Kingdom and the Republic of Ireland.
January 2006 to April 2008
at Pirelli Tyre – United Kingdom
Marketing Analyst – Pricing and Planning
Responsible for analyzing and measuring the commercial performance and planningcommercial actions in the UK and in Ireland, working in directly with the Managing Director andthe members of the Board.
July 2005 to December 2005
at Pirelli Tyre
E-marketing Assistant
Member of the marketing web application team with responsibility for B2B web-basedmarketing tools and e-CRM.
January 2005 to June 2005
at Prometheo Training Centre
Web Marketing Trainer
May 2003 to April 2004
at EFFE1 Srl