Rossana Lella
Santeramo in Colle,BA
Profilo professionale
Retail/Customer Operations professional with extensive experience across Customer Care, service policy governance, SAP SD (Sales & Distribution), and B2B CRM. Proven track record in cross‑functional coordination, SOX controls, process implementation, and order lifecycle management for international markets (DACH, UK, Switzerland, Brazil). Multilingual and adept at launching new offices, training end users, and improving service performance through data‑driven practices.
Panoramica
27
27
years of professional experience
Esperienza lavorativa
Retail Operations Manager
Natuzzi
Santeramo
2024.01 - 2025.12
- Implemented the global Retail Tools for DOS and franchising, ensuring compliance with brand standards and operational processes.
- Monitored key KPIs (sell-out, conversion, Traffic, AVG Ticket) to enhance performance and profitability.
- Optimized retail processes, CRM usage, in-store execution quality (VM, selling ceremonies).
- Provided coaching and structured feedback to improve team capabilities and results.
- Ensured alignment on re-merchandising activities, discount policies, and operational procedures across markets.
Customer Operations Sr. Professional
Natuzzi
Santeramo
2023.01 - 2023.12
- Lead cross-functional initiatives to ensure order feasibility, processability, and prioritization through service policy management.
- Execute SOX controls within Customer Care (Sales & Trade Receivables).
- Oversee follow-up and testing of new SAP SD implementations; provide operational support to global Customer Care users.
- Contribute to B2B CRM program (Customer Master Data, Customer Service Management).
Customer Care Key Account
Natuzzi
Santeramo
2018.01 - 2022.12
- Monitored service levels and consolidated insights on recurring service issues, driving corrective actions and follow-ups.
- Prepared reports/analyses for customer meetings, fairs, and congresses.
- Represented Customer Care and Quality in joint sessions with Sales and customers.
- Performed SOX controls; supported SAP SD enhancements and global CC operations.
- Supported B2B CRM (Customer Master Data & Service Management).
Customer Care Coordinator, Private Label (Softaly)
Natuzzi
Santeramo
2016.01 - 2017.12
- Coordinated Customer Care activities for the Private Label Business Unit, aligning service delivery with business goals.
Customer Care Correspondent & SAP Key User (DACH markets)
Natuzzi
Santeramo
2008.05 - 2016.01
- Customer Care correspondent for DACH; SAP SD Key User for implementation, testing, and training.
- Supported SAP SD deployment in Brazil (Oct–Nov 2011), focusing on customer master data and sales order management.
Assistant to Country Director, Natuzzi Switzerland (Customer Care)
Natuzzi Switzerland
Dietikon, Zurich
2007.08 - 2008.04
- Supported the launch and Customer Care operations for the Switzerland country organization; assisted the Country Director.
Customer Care – UK Office Launch Support
Natuzzi Services
London (Dartford)
2006.01 - 2006.05
- Provided administrative support for the start-up of the UK office, ensuring operational readiness.
Sales Administration – Customer Care
Natuzzi SpA
Santeramo in Colle
2004.07 - 2005.12
Sales Administration – Export Office
Nupax srl
Santeramo in Colle
2004.01 - 2004.06
Administration & Accounting
Bremgarten
1999.01 - 2003.01
- Completed a three-year apprenticeship; subsequently handled administrative management for a medical practice (1 year).
Istruzione
Diploma -
Berufsmittelschule Aarau (BSA)
Aarau01.2002
Competenze
- Retail Operations & Store Excellence
- Customer Operations & Service Policy Management
- SAP SD (Sales & Distribution): implementation, testing, training
- B2B CRM (Microsoft Dynamics) & Customer Master Data
- SOX Controls (Sales & Trade Receivables)
- Order feasibility, prioritization & processability
- Cross-functional collaboration (Sales, Quality, Customer Care)
- Key Account support & performance monitoring
- International market support (DACH, UK, Switzerland, Brazil)
Languages
German
Madrelingua
C2
English
Avanzato
C1
French
Intermedio
B1
Italian
Madrelingua
C2
Spagnolo
Base
A2
Hobby e interessi
Equestrian sports (semi-competitive Dressage; natural Horsemanship), Working dog training (protection, obedience), Hiking
Technical Proficiencies
- Microsoft Office Suite
- SAP (Sales & Distribution)
- Microsoft Dynamics CRM
- Power BI
Cronologia
Retail Operations Manager
Natuzzi
2024.01 - 2025.12
Customer Operations Sr. Professional
Natuzzi
2023.01 - 2023.12
Customer Care Key Account
Natuzzi
2018.01 - 2022.12
Customer Care Coordinator, Private Label (Softaly)
Natuzzi
2016.01 - 2017.12
Customer Care Correspondent & SAP Key User (DACH markets)
Natuzzi
2008.05 - 2016.01
Assistant to Country Director, Natuzzi Switzerland (Customer Care)
Natuzzi Switzerland
2007.08 - 2008.04
Customer Care – UK Office Launch Support
Natuzzi Services
2006.01 - 2006.05
Sales Administration – Customer Care
Natuzzi SpA
2004.07 - 2005.12
Sales Administration – Export Office
Nupax srl
2004.01 - 2004.06
Administration & Accounting
Bremgarten
1999.01 - 2003.01
Diploma -
Berufsmittelschule Aarau (BSA)