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"Brands are becoming the experience they can offer" Founder and Director of DANZI Consulting, I help organisations connect the dots between Customer Insight, Technology, Retail and Marketing to create customer experiences that drive loyalty and growth. A specialist in Retail and Customer Experience, with 15 years in top luxury brands and agile marketing and communications agencies, I was one of the leaders of the Burberry transformation into a digital, millennial, luxury brand, leading multi-functional teams in a variety of customer-centric projects across all channels and regions. CORE COMPETENCIES • Customer and Retail Experience Strategy • Brand Strategy • Clienteling Digital Platforms • Loyalty and Customer Value Management • Luxury Service Design • Personalisation • Multi-Channel Retail • Sales and Service Training • Business Change Contagious enthusiasm, energy, determination and integrity are distinctive traits of my personality.
Customer experience and retail transformation consultancy. Helping organisations connecting the dots between Customer Insight, Technology, Retail and Marketing to design value-driving customer experiences and build
Developed a distinctive Burberry Beauty retail experience strategy for the different distribution channels, in line with the positioning and the growth aspirations of the Brand in this category (directly operated since April 2013).
Product Owner of the Customer 1:2:1 digital customer insight platform, enabling the offer of personalised service through the connection of real time customer data with global stock availability and creative media content. In charge of managing requirements, validating progress and ensuring active and timely engagement of key stakeholders and digital development team.
Built and led the new Service Experience and Standards team, in charge of developing multi-channel experiences that create emotional connection, build relationship and drive loyalty.
Responsible for shaping this newly created role and developing consistent, luxury service standards across the global network of Burberry stores.
Managed and developed the Bausch & Lomb EMEIA client through ideation and proposal of marketing and communication activities for the company’s product portfolio. Managed a US$1+ million budget for a cross-regional campaign during a major global product recall; implemented five major marketing activities resulting in the brand regaining market share to pre-recall levels (approximately 20 value share points in just over 14 months).
Managed the execution of new architecture and communication concepts for branded spaces such as points of sale and cultural entertainment venues. Collaborated with architects, interior designers and communication specialists.