Pilar Morales

Experienced executive with an extensive background in Customer Service, Digital Experience, Project/Program/Product Management and Marketing, in the eCommerce/Retail, Software, Consultancy and Hospitality industries. 

Over 20 years of experience leading result-oriented multi-disciplinary teams, combining analytical skills with creative thinking and balancing strategic and operational demands. Strong leadership and stakeholder management, capable of quick decision-making based on strong business/commercial judgment with a "can do" attitude and a continuous improvement approach. 

10/2020 – Current            Head of Support EU & LATAM – IDFinance         Barcelona

Supervision of Customer Support (Moneyman & Plazo Card - Tier1, Logistics, Verification, Technical support, Cancellations). Implementation of new initiatives and operational optimization to improve the customer experience. 

06/2018 – 10/2019           Head of Digital Experience - MediaMarkt          Barcelona       

Design of the Digital Customer Experience for Iberia, with focus on supporting the omni-channel experience. In charge of CRO,HQ Processes and Stores´ team training.

Key achievements: 

• Implementation of the personalization and A/B testing strategies
• Launch of the Continuous Improvement Program
• Implementation of JIRA as intake and work management tool

05/2012 – 05/2018           Spain CS Program Manager – Amazon          Cork/Madrid                 

Define and gain alignment with local and central stakeholders for the Customer Service (CS) Program´s strategy, standard operational processes and KPIs. Manage the team in charge of strategic & scalable projects and continuous improvement initiatives. Own the Editorial material: emails, Web, knowledge centre.

Key achievements: 

• Integration of Amazon BuyVIP within Amazon CS. 
• EU representative defining a Global Project Management Framework/Tool

10/2011 – 05/2012           Business Development Manager – Deloitte       Barcelona

Managing Sales & Marketing Strategies’ projects proposals to C-Level customers, working with project managers to present results and identifying opportunities for cross and up-sell.

01/2010 – 02/2011           Marketing Director – Interbel                               Barcelona

Definition and execution of the Marketing and social media strategies.

Key achievements:

• Commercial launch of Managed services portfolio
• Creation of the book of style, and launch of the new website, blog, technical forum and knowledgebase; including Google Analytics

01/2006 – 12/2009           Product Management Director – NTRglobal      Barcelona

Creation of the team (PM, UX, Analytics) and definition of the vision and growth of the SaaS Customer Interaction products portfolio.

Key achievements:

• Duplication of sales 3 years in a row, achieving 20MM € in 2009
• Investment of 22MM € by Kennet Partners & Atlas Venture in 2009
• Account Manage the Company´s top client; TESCO

Awards:

• NTRsupport FirstHelp: “Product of the Year 2008” by CUSTOMERZONE360 and “Product of the Year 2009” by CODiE Award
• NTRsupport: “2008 TMC Innovation Award”, “Best 2009 Pocket PC” by Network Products Guide

02/2003 – 01/2006           R&D+I Marketing Manager - Atos Origin           Barcelona

Owner of the Exploitation & Dissemination Work-Packages: writing proposals for funding requests and coordination of the consortium´s deliverables.

06/2001 – 01/2003           Customer Relations Manager - IBM                      Greenock

Responsible for investigating emerging issues and challenging the current status-quo aiming at improving the customer and distributors experience.

Key Achievement: 10% growth of customer satisfaction rate in 1 year.

01/1998 – 08/2000           MKT & Sales - Hotel-Restaurant Palacios                La Rioja

Planning and organising the operational and strategic management.

Key Achievements: Closure of commercial agreements with international tour-operators with a 5% sales increase during the first year.

• Business´ Internationalization Univ. Complutense Madrid
• MSc International Marketing University of Abertay Dundee
• Business and Tourism Studies University of Zaragoza