Francesco Tirinato
Head of Crm & Customer Care @L'Oréal
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WORK HISTORY
Head of Crm & Customer Care @L'Oréal
CRM Database Management: Oversee the collection, organization, and maintenance of customer data within our CRM, ensuring data accuracy and integrity.Quantitative Data Analysis: Perform analyses to identify trends, patterns, and key insights. This includes analyzing CRM metrics like conversion rates, churn rate, customer lifetime value (CLTV), and marketing campaign ROI. Develop reports and dashboards.Qualitative Data Analysis: Conduct in-depth customer research to gather qualitative feedback. This may involve analyzing customer feedback from various sources, including customer care interactions (e.g, call logs, emails, chat transcripts), online reviews, and surveys, to understand customer needs, preferences, and pain points.Customer Segmentation: Develop and implement segmentation strategies based on demographics, behavior, and other relevant factors.CRM Optimization: Collaborate with sales, marketing, and customer care teams to optimize CRM processes and improve customer experience.Customer Care Analytics: Analyze customer care data to identify trends in customer issues, satisfaction levels, and agent performance. Provide insights to improve customer care processes and training.Reporting and Insights: Create regular reports and presentations to communicate data-driven insights and recommendations.
EDUCATION
Universitat Autònoma de Barcelona
Erasmus Project, Facultat d'Economia i Empresa
Università Cattolica del Sacro Cuore
Master's degree, Business Management
Università degli Studi di Milano-Bicocca
Postgraduate Degree, Business Intelligence & Big Data Analytics
SDA Bocconi
Executive Course, Research, Organization and Quantitative Analysis of Data
The University of Manchester
Visiting Scholar Thesis, Social Research Methods and Statistics
Università degli Studi di Milano-Bicocca
Master's degree, Data Science
Università degli Studi di Napoli Federico II
Bachelor's Degree, Business Managment
SKILLS
ABOUT FRANCESCO TIRINATO
Myself briefly: Data Analyst and aspiring Data Scientist with an extensive experience…
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