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!
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)
