loredana tomassetti

service lead management coordinator for ford of italy

About

I'm currently the CLM Project Coordinator, my main responsibilities are: - Improve Ford Customer Retail Service Share; - Improve Customer Retail loyalty trough a better Service Experience; - Increase Stakeholders ROI; - Support the NSC (National Sales Company) to create promotions and services in line with Customer needs; - Give to NSC Project trend and results through KPI monitoring; - Manage and support Resources (26 FTE) to achieve Project results and build their training and development inside the Company. Here are some keywords that can summarize my experience and my approach: * Project Manager * Time and Team Management * Process Analyst * Marketing Specialist (CRM, Social, New Media) * Customer Loyalty Specialist * Goal Oriented * Accountable * Proactive * Problem Solver

Country

italy

City

rome

Industry

automotive

Skill

crm, automotive, customer satisfaction, marketing, strategy, customer retention, direct marketing, sales, business strategy, automobile, automotive aftermarket, team building, b2b, management, vehicles, business planning, retail, marketing strategy, negotiation, lead generation and management

Experience

legal internship

studio legale ermini e de paoliis

2000-2 - 2002-2 · 2 yrs 1 mo

editorial staff employee for tv entertainment

double m video s.r.l

1999-9 - 2001-6 · 1 yr 10 mos

quality and business excellence coordinator

msx international

2015-1 - Present · 11 yrs 8 mos

non-technical trainer - ford italia spa

msx international

2011-1 - 2013-1 · 2 yrs 1 mo

* RESPONSIBILITES: * Courses design and delivery focused on Management, Communication, Customer Care and Processes: * Planning courses in line with objectives agreed with Ford Italy * Monthly monitoring on the achievement of objectives (both qualitative and quantitative) * Reporting to Ford Italy- Customer Care Department * Reporting to Ford Europe.

customer lifecycle management project manager - ford italia spa

msx international

2008-1 - 2010-1 · 2 yrs 1 mo

ford after sales zone manager - ford italia spa

msx international

2007-1 - 2008-1 · 1 yr 1 mo

Responsible of After Sales Area in Tuscany: Assigning commercial targets to the Dealers, managing Dealer Parts Sales strategy (wholesale management); Handling, evaluating and improving after sales process implementation to achieve the customer satisfaction and loyalty increase. Definition of dealer local communication plan

customer loyalty program specialist

ford motor company

2006-1 - 2007-1 · 1 yr 1 mo

Referent for the Ford Network of the Program FordProtect (reporting to the Marketing Manager Aftersales): Manage the communication with the Ford ADV Agency to make stronger the FordProtect brand perception Monitoring dealer objectives selling achievement (for paying bonus etc.) Support network with the contract correct registrations.

service lead management coordinator for ford of italy

msx international

2019-2 - Present · 7 yrs 7 mos

crm coordinator at ford of italy

msx international

2018-3 - Present · 8 yrs 6 mos

CRM coordinator, reporting to Digital Manager.

customer and legal advisor

msx international

2003-4 - 2004-8 · 1 yr 5 mos

Customer and Legal Advisor for Ford of Italy

customer centre employee

vodafone

2001-9 - 2002-1 · 5 mos

account manager

wunderman

2006-1 - 2006-6 · 6 mos

* Reporting to Group Account Director: * Working in a the team dedicated to roll out all online and offline CRM and Direct Marketing campaigns for Ford of Italy * Implementation of loyalty and retention campaigns in collaboration with Ford Credit and Ford Post Sales. * Daily communication with the Wunderman Automotive EMEA headquarter in London * Daily coordination with the Italian and international « Blue Team » (Wunderman, Ogilvy&Mather, Mindshare)

marketing services specialist

msx international

2004-9 - 2005-12 · 1 yr 4 mos

* Reporting to the Marketing Manager Sales of Ford of Italy: * Responsible to manage the Main Sponsorship and Programs and Launch or automotive events : "Champion Leauge,WTCC, Motorshow 2004 and 2005". * Referent for the Local Daeler Campaign Implementation (ATL and BTL) * Daily coordination with the Italian « Blue Team » (Wunderman, Ogilvy&Mather, Mindshare)