Elisa Brugnera

Redesigned omnichannel customer journeys and overall customer experience for X-Cite (Kuwait):

• Mapped 30+ as-is customer journeys, defined and analyzed KPIs for each stage, and benchmarked against regional and global references, leading to improved customer satisfaction and retention rates.

Implemented a new e-commerce platform for X-Cite (Kuwait):

• Collaborated with a design agency to organize focus groups, define personas, and implement a complete design overhaul, resulting in improved customer conversion rates and enhanced online experience.

Led the development of a new loyalty app with Click & Collect proposition for Costa (Kuwait, KSA, Oman, Qatar):

• Successfully launched a loyalty proposition based on earning "beans," tracked weekly KPIs on customer churn and retention rate, and introduced new features to improve customer satisfaction.

Managed the Costa loyalty scheme across multiple regions:

• Implemented new features like Click & Collect and Step Counter, tracked KPIs on a weekly basis, and presented overall customer performance to executive stakeholders, resulting in increased customer retention and engagement.

Supported in designing and enhancing the Voice of Customer (VoC) program across brands:

• Added customer feedback mechanisms through emails and online surveys, leading to a more comprehensive understanding of customer preferences and experiences.

Contributed to designing the Customer 360 Support program across brands:

• Introduced touchpoints such as app and website live chat, social media direct messages, and emails, improving overall customer support efficiency and satisfaction.

Spearheaded additional projects including the development of mobile apps for X-Cite store staff and mobile ordering for Wendy's, leading to faster customer transactions and enhanced user experiences across various brands.

Multinational Company Leader in Tobacco Industry

Retail Transformation Project

• Spearheaded the analysis of omnichannel retail and customer experience, leading a team of analysts to perform fit-gap analysis on Consumer Experience, Operations, Design, Visual Merchandising, and Technology for multiple stores across Europe (Germany and UK) and Asia (South Korea and Japan).
• Designed a comprehensive to-be omnichannel model of customer experience proposition, which was successfully deployed in flagship stores in UK, South Korea & Japan, including the training of global teams.

Multinational Company Leader in Tobacco Industry

Store Design Team Support

• Developed and implemented retail processes for store building across all phases, from location individualization to post-opening activities, while also defining in-store retail processes and visual merchandising guidelines. • Effectively coordinated and led store building projects worldwide, serving as the single point of contact between HQ and local markets, and responsible for international store openings.

Multinational Company in South America, Food and Beverage Industry

• Designed end-to-end finance processes and fostered a strong client relationship to customize solutions for Brazil, ensuring alignment with both local and global stakeholders through regular status updates.

Multinational Company Leader in Industrial Engineering

• Successfully managed projects and contracts to ensure timely delivery and adherence to quality standards.

Multinational Company operating in Luxury Fashion Industry

• Conducted comprehensive mapping of as-is and to-be Finance processes, contributing to the optimization and enhancement of financial operations.

Multinational Company operating in Luxury Fashion Industry:

• Successfully mapped as-is and to-be finance processes, streamlining operations and enhancing efficiency.
• Spearheaded the implementation of a to-be solution, resulting in improved financial reporting accuracy and timeliness.

• Conducted in-depth analysis of data trends in Nielsen, providing valuable insights for decision-making.
• Assisted in crafting strategic plans by analyzing historical business performance, contributing to the development of effective marketing strategies.
• Reconciled orders for the e-commerce platform, ensuring accuracy and minimizing discrepancies.
• Trained new marketing assistants, fostering a skilled and knowledgeable team to support brand initiatives.