Mariella Niederkofler
Global Customer Experience Manager
39 years old
Milan Italy
Professional Status
Employed
Available
About Me
Motto: Smiling Customers Come Back!
...Then you should contact me!
My name is Mariella Niederkofler and in my current role I help the business to listen actively to customers needs. Customer focus doesn't mean deliver business standards, but change business standards based on customer needs.
Looking forward to hear from you!
Do you want smiling customers and clients?
Are you looking for a person with good ideas, a lot of passion, but still very focused on execution and results?
Do you want to drive cultural change and transformation in your company?
Are you looking for someone able to transform ideas and dreams into an action plan?
...Then you should contact me!
My name is Mariella Niederkofler and in my current role I help the business to listen actively to customers needs. Customer focus doesn't mean deliver business standards, but change business standards based on customer needs.
Looking forward to hear from you!
Global Customer Experience Manager
Assicurazioni Generali
Since June 2015
- INTRODUCTION:
My strengths and key differentiation:
• Global Network across the Group (cross BUs & -functions) I can leverage on
• Know how about all specific BU challenges, best practices & strategic priorities.
• CX Expert – How the different silos & functions contribute in the E2E delivery of CX
• Proactive self-starter, full of energy & intrinsic motivation. Critical Thinker
• Building effective relationships & networks cross borders connecting with stakeholders at each level
• Consolidated experience in influencing in non-hierarchical situations
• Holistic and nuanced approach to any topic or issue
• Result and impact oriented. Structured approach to get things done.
• Continuous improvement spotting gaps & opportunities to transform ideas quickly into action plan
• Present & facilitate sessions, presentations, workshops also to large senior audiences - EXPERIENCE:
Project Management:
• E2E implementation of NPS program in 54 business units (B2B, B2C, B2B2C). Recognized as “the world’s most successful and expansive NPS program”
• Delivery of workshops, trainings, events for 2-200 person, from front line to board level.
• Develop supporting materials to equip & empower local teams. - Cultural Change Management
• Ensure local adoption of the NPS program
• Ongoing engagement of senior management.
• Cross functional team work (IT, Marketing, HR, and Operations) to pinpoint improvement areas on customer painpoints with highest impact.
• Steer BUs to measure impact on retention & customer satisfaction to drive business decisions. - Continuous improvements of the Group NPS Program:
• Proactive best practices sharing across all BUs
• Communicate key results to senior management
• Spot program Gaps & Opportunities:
o Developed First Contact Resolution Standards.
o Developed E2E of B1 Simple Language Program to address “Clarity of Communication” painpoint. Supplier Mgmt. (Live in 8 BUs).
o Developed Customer Culture Program to ensure all 70K employees read & work with customer feedback.
• Build Cross BU Customer Experience Communities (Contact Centre Community, NPS Community, B1 community, etc.)
• Spot customer insights, trends, and economics at group level (e.g. retention impact)
Operational Excellence Manager
Shell Italia Spa
July 2012
to March 2015
Full-time
- Responsible for Customer Value Proposition delivery of ca. 1000 Retail service stations. Delivery of results through others counting on sales force & Retailer performance.
- Budget holder (2mln USD)
- Reward & Recognition Management: design, cascade and implement effective incentive programs, organization of the annual travel award for top Retailers and Sales Force. New incentive scheme ROI of 34%.
- Performance Management of Sales Force:
Design and creation of an innovative online performance platform for Retailers (85% of active users after 2 months of go-live). Define monthly sales force activities. - Customer Experience Management: define customer journey, measure key touch points, implement Site Service Standards based on customer feedbacks. Embed customer culture in the business.
Share results, analyze NPS trends and drive actions. (NPS increased by 20% and Active Selling Results +30%) - Supplier management and negotiation
- Achievement: Nomination for Shell Retail Pinnacle Award (Best New Program World Wide)
Territory Manager
Shell Italia spa
November 2009
to 2012
- Responsible for 30 Retail service sites. Focus on impact and results.
- Monitor site Sales Performance , P&L. Define clear action plans to close gaps.
- Implementing Retail marketing & Convenience Retail Plan. Ensuring CVP in place.
- Liaise with internal stakeholders & external stakeholders (Local Authorities, ECC.) as well as with service site managers.
- Selection and Recruitment of Retailers. Training and coaching to achieve excellent on site performance.
- Motivation of Retailers
- Achievement: Annual Local Travel Reward and Recognition as one of the best Sales Territory Managers.
- Executive Leadership Training (Micro Management on effective Leadership - Fair Process Model)
- Macro Management - Strategic Mgtmt - how to create value for the customer and the company).
Bachelor Degree in Science and Techniques of Communication
Università degli Studi dell'Insubria
2004
to 2007
Business Communication (Internal and External)
110/110 lode
110/110 lode
30/30lode
Corso Alta Formazione - Comunicazione giornalistica
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Italian
Expert
-
German- Mother Tongue
Expert
-
English
Advanced
-
Spanish
Good
-
French
Notions
- Critical thinking
- Project Management
- Performance management
- Budget setting and control
- Analitical Mindset
- Continous Improvement
- Vendor & Partner Mgtm
- Change Management
- Event Management
- High impact presentations
- Public speaking
- Creativity
- Negotiation
- CX Expert
- Reward & Incentive Program Mgmt
- Attention to detail
- Retention & Lead Campaign Mgmt
- Sales Network Mgmt
- Microsoft Office
- Photoshop
- Medallia (CX tool)
- Responsability & Ownership
- Motivation
- Stress Mgtm/ Resilience
- Fast learner
- Leadership
- Cross functional/boarder team work
- Active Listening
