Laura Matei-Iote

Senior Cx & Loyalty Manager @ALLIES OF SKIN

Berlin, DE

Leading a global team to elevate NPS and CSAT scores through data-driven strategies and customer-focused campaigns, resulting in increased customer satisfaction and brand loyalty- Overseeing the successful implementation of Zendesk, Gorgias, Freshdesk and HubSpot platforms, enhancing service delivery and operational efficiency across the organisation- Ensuring that the team is well-equipped to support customers effectively. This includes hiring, training, mentoring, and setting performance goals- Working closely with other departments, such as sales, product management, and marketing, to ensure a cohesive customer experience- Utilising analytics and reporting tools to measure the effectiveness of customer success activities- Regularly presenting performance reports to the executive team and key stakeholders- Developing and implementing programs aimed at enhancing customer success initiatives, such as loyalty programs, user communities, and customer advisory boards- Driving revenue growth through strategies that promote renewals and identify upsell opportunities- Working with the sales team to identify growth prospects within the existing customer base.

Spiru Haret University, Faculty of Law and Public Administration

Bachelor's degree, Business Law