Marcello Miceli

As a Managing Director at Intrum, a leading company in financial services and credit management, I joined the ‘One Intrum’ transformation initiative as a member of the Board of Directors, which aimed to develop a more streamlined, digital, and customer-focused business model for sustainable growth. Key efforts included advancing digitalization, improving efficiency through a data-driven analytics platform, and establishing four global front offices. My role was instrumental in launching and scaling the Malaga Front Office, expanding the team to over 200 employees within a single year. I led strategic operations, developing and managing cost-effective initiatives that optimized all business functions. My responsibilities also included talent management and strategic leadership, where I recruited and built a high-performing leadership team to meet our financial, operational, and client satisfaction targets. My expertise spans financial management, corporate governance, risk management, and compliance, all of which were critical to my success in this role. Team Management: 7 direct & 200 indirect

As a key member of the Board of Directors at Sector Alarm, a leading European company in consumer home security solutions, I was recruited to launch and establish the company’s operations in Spain alongside the Nordic markets. I led five business units, including customer success, digital sales, and technical support, overseeing a 20,000-customer portfolio with an annual turnover of €6.5M. My focus was on strategic planning, operational excellence, and business development, leading initiatives to optimize resource management and improve cost efficiency. I also managed stakeholder relations, ensured legal compliance, and drove change management efforts to guarantee successful market entry and sustainable growth. Team Management: 7 direct & 60 indirect

As a key leader in the Customer Experience, Shared Services Center division at Colt Technology Services, a global leader in digital infrastructure and telecommunications, I oversaw the strategic direction and operational management of the B2B customer service business support team across 13 EMEA countries. My primary focus was on enhancing the customer journey and improving the B2B customer lifecycle. I achieved this by streamlining the order-to-cash process, automating key processes through digital transformation, and implementing new delivery models to boost efficiency and productivity. I also led strategic and continuous improvement programs, managed the annual budget, and supported business development through revenue-generating initiatives. I led and empowered a high-performing team of 80 employees, fostering strong cross-functional collaboration to ensure we met all strategic and operational objectives. Team Management: 8 direct & 70 indirect

TTech is a customer experience BPO that provides technology, consulting, and analytics services to help companies continuously enhance customer experience and business results, achieving the highest levels of customer satisfaction at the lowest cost of engagement. I joined Logitech’s global B2C customer service program to launch the EMEA site which comprises cross-functional, multi-site, and region delivery teams within a matrixed global organization (EMEA-APAC-AMER). I managed all facets of the program, ensuring successful execution, growth, and improvement of operations while meeting all established KPIs and SLAs across 11 EMEA countries, developing a high-performing team and fostering strong client relationships through effective leadership. Team management: 8 direct & 100 indirect

At Sitel Group – Foundever, a global leader in customer experience management and BPO services, I was a key part of the global B2C customer service program for LG Electronics. My career progressed from advisor to Customer Service Team Manager and then to Operations Manager, where I was responsible for overseeing operations in Spain. My primary objectives were to drive operational excellence, achieve financial targets, and enhance customer satisfaction. I also focused on talent development and identifying growth opportunities while ensuring alignment with the company’s strategic goals. This experience demonstrates my ability to manage complex, multi-site, and multi-regional operations, delivering exceptional results. Team Management: 4 direct & 40 indirect

At Playtex, a leader in consumer goods, I joined to optimize strategic sourcing and business analysis processes, focusing on cost reduction and minimizing supply chain risk. I reviewed spending reports and conducted cost analyses to assess purchasing plans. My role involved developing a supplier scorecard to evaluate vendor performance on key metrics like quality, delivery, and cost. I successfully identified new cost-reduction opportunities and ensured supply continuity, directly contributing to operational efficiency and profitability.

As a successful Account Manager, I focus on increasing revenue from existing clients and acquiring new customers. I manage key accounts, identify business development opportunities, and drive profitable sales while consistently achieving monthly and quarterly targets. My responsibilities include fostering strong client relationships and enhancing customer satisfaction by actively gathering feedback and developing strategic proposals. I also oversee the entire order-to-cash process in close collaboration with internal teams. By staying current on market trends, I ensure our strategies and practices remain competitive, which is critical for long-term growth.

As a Product Marketing Manager, I was responsible for developing, executing, and evaluating strategic marketing programs to maximize sales revenue, profit margins, and customer satisfaction for my product portfolio. I built strong relationships with internal teams and managed comprehensive product launch campaigns from start to finish. My role included creating promotional strategies, conducting in-depth market analysis, and presenting product demonstrations to key clients. I also led product-related training and attended industry trade shows, ensuring our campaigns were aligned with both customer needs and business objectives.

Responsible for planning, executing, and finalizing the assigned project against the agreed scope, budget, and timeline. Supervised team members for assigned tasks and reported the progress and status against the project milestones to key stakeholders.