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Thiago Nicoli

CRM & Client Engagment Manager
Portfolio website
About

Fort de mon expérience internationale et passionné par l'univers du luxe, je me suis spécialisé dans le développement de la désirabilité de la marque à travers l'engagement et la fidélisation de la clientèle. Mon profil orienté client et ma créativité aiguë me permettent de faire vivre aux clients une expérience de luxe singulière.

Previous Brands
Tiffany & Co.
Cartier
Gucci
Volkswagen
Work Experience
CRM & Clienteling France, Monaco, Benelux
Sep ‘23 -
Tiffany & Co.

CRM Project Manager
May ‘21 - Jun ‘22
Cartier

I am in charge of BENELUX & Scandinavia for the following missions: - Develop clienteling activities in and off store; - Manage the e-clienteling application; - Create, develop and implement a Local Contact Plan adapted to each local market with 360 activation including direct mail and e-mail journeys; - Formulate the regional strategies for acquisition, retention and re-purchase by creating purchase behavioral models for each country and aligned with the global brand strategy; - Manage Data Capture and Contactability KPI’s; - Clienteling training for regional teams; - Manage the CRM annual budget.

CRM & Client Experience
Oct ‘14 - Nov ‘19
Gucci

Reporting to the Director of Communication and Marketing for Latin America, I was responsible for the markets of Mexico, Brazil, Panama, Chile and Aruba, for the following missions: - Develop clienteling activities in and off store; - Manage the e-clienteling application liaised with IT; - Formulate the regional strategies for acquisition (avg. conversion + 27% vs LY), retention (avg. 30% L12M) and development (avg. freq. 1.8 L12M) by creating purchase behavioral models for each country and aligned with the overall brand strategy; - Implement and manage the VIC Customer Development Program (avg. freq. 8.6 L12M); - Implement the Customer Journey Program; - Manage the Net Promoter Score (avg. 90/100) to improve the customer experience; - Clienteling training for regional teams; - Manage DIRMA campaigns, E-marketing plan and SMS at the regional level; - Manage the quality of the database;

Customer Care
Jun ‘13 - Oct ‘14
Gucci

Reporting to Latin America's Retail Director I had under my responsabilities: - Formulate and implement the first regional customer service policy while respecting the product and the brand image; - Qualitative and quantitative analysis of service KPIs and formulation of action plans; - Manage communication with customers in need of support.

New Projects Analyst
Mar ‘08 - May ‘13
Volkswagen

- ROI analysis of new marketing projects and suppliers sourcing; - Local market analysis and feasibility studies to import high-end vehicles of the brand; - Participation in the local pricing strategy.

Languages
German - Basic
English - Fluent
Portuguese - Native
Italian - Work Proficiency
French - Fluent
Spanish - Basic
Paris, France