Jennifer Perales

Global Customer Experience Analyst

  • LocationLondon, United Kingdom



  • Marketing PR
  • Business Development
  • Client Services
  • Market Research
  • Marketing
  • Marketing Strategy
  • Problem Solving
  • Project Management
  • Social Media Marketing
  • Communications
  • Consumer Behavior
  • Excel
  • Office
  • Powerpoint
  • Word

Work history


Global Customer Experience Analyst

Telefónica Global Solutions

Oct 2013
  • Customer Experience Analyst in the B2B Global Customer Care unit: • Customer Satisfaction survey management for corporate clients in up to 5 languages: questionnaire writing, fieldwork follow-up and result analysis including writing and presentation of result and trend reports for the commercial, service and top management teams • Team training to introduce the Multinationals’ Customer Experience Programme, survey result and analysis of improvement areas; and to enhance the use of the CRM system (Salesforce) for daily tasks and reporting • Project management for the development of new processes: analysis of teams’ needs, definition of new processes, writing of specifications for Salesforce or other platforms if needed, following up on their integration, development of best practices and KPIs to train teams to use the new processes, follow-up on their implementation progress and optimise them (Lean 6 Sigma Yellow Belt Certified)


Project Assistant


Jun 2013 - Sep 2013
  • Project Assistant for the Custom Challenge Program, participating in challenges addressing various issues from improving the UK rail customer experience to enhancing innovation in Robotics in the EU, or discovering rare genome features: • Research and recommendations for the challenge development and jury selection • Writing and editing of communications supports such as newsletters for solvers, website articles and press releases • Social media management, including forum moderation, Twitter and Facebook account management and creation and management of a dedicated social network • Event organisation, including event set up, editing communications supports and presence on the day


Account Assistant

RAPP Paris

Aug 2010 - Jun 2011
  • Account Assistant in the commercial team: • Global loyalty campaigns management for both printed and online campaigns in two, three or up to eleven languages, for AIR FRANCE KLM: follow-up of campaigns from the CRM data analysis to conceptualise campaigns to their briefing to the creative and IT teams and then their launching and result analysis • Benchmarking of competitor programs and websites (Flying Blue and Astor Cosmetics) • Creation of a corporate website and elaboration of the social media strategy for Astor Cosmetics


Marketing Assistant

Adeo Services/ Leroy Merlin

Apr 2010 - Jul 2010
  • Internship in the Group Marketing department in their headquarters in Madrid: • Responsibility for the management and editing of a merchandising database platform for the whole group and usage presentation to marketing and sales managers • Development of a platform handbook and KPIs to help all teams to integrate that in their processes and share their good practices


Corporate Communications Assistant

Fleishman Hillard Paris

Apr 2009 - Jul 2009
  • Part of the Corporate Communications team for various clients (Chablis and Burgundy wines, NPD, CFBP, SWIFT solutions and GAFI): • Large event organisation, mainly wine tastings in Paris and Brussels including responsibility for the creation and editing of the exhibition catalogue, liaising with press agencies, setup for the event and presence on the day for Chablis wines • Creation and maintenance of key influencer databases for contacts in France, Belgium, United Kingdom and the United States • Writing and editing of press releases in French and English and monitoring reports, press reviews and media alerts for the team’s clients



Marketing (brand Strategy Management, Consumer Behaviour, Post-:modern Marketing, Viral Marketing a

ESCP Europe

Aug 2008 - Dec 2012
  • Masters in Management, specialisation in Management of Media and Cultural Industries