Clara Papagno

Business Operations Manager @Vox Group

Milan, IT

Competitive analysis and product positioning: stay on top of all developments in existing and prospect destinations to look for new opportunities, ensure we are competitive and effectively position our products and offers in the destination. This will include regular competitor analysis, sales channels review, destination trends’ deep-dive.•Processes optimization: design and optimize internal processes as well as the communication flows with external stakeholders to ensure scalability and efficiency in all activities. This includes data and insights management, KPI monitoring and defining a structure for our communications. •Knowledge Center: collect, structure, and further develop the knowledge and expertise of the Destination Pass Solutions’ team. Create the full spectrum of information and make it accessible to the wider team to set on stone the expectations in terms of requirements, timelines and processes.•Customer Excellence: manage the customer service operation for all Destination Pass Solutions’ products and destinations by designing and implementing new automation to focus on process scaling and SLA reduction maintaining a top-level service quality. •Stakeholders operations management: simplify and design a structured approach to overlook operations related to partners’ management (attractions, institutions, affiliates). This includes both the management of financial flows and the day-to-day partner operations of our pass holders.

Conservatorio "N. Piccinni" Bari

Diploma vecchio ordinamento

Università degli Studi di Bari

Laurea triennale

Università di Bologna

Laurea Magistrale LM

Accademia Teatro alla Scala

Specializing Master

MIP Politecnico di Milano

Specializing Master