Giorgio Riso

Definition of business strategies and business development plan at internation level. World-wide implementation of sales strategies and supervising of all the market analysis activities. Determination and development of goals, after sales strategies proposals, and intervention plans Improvment of Customer Satisfaction and Customer Lifetime Value. Ensure proper and timely handling of requests from customers. Improvement in sales and increase of Value Share for each client.

Garantire le iniziative di marketing one-to-one, inbound e outbound. Gestire le attività di Cross Selling e Up Selling. Gestione dei Contact Centers del Nord Ovest Italia. Migliorare la Customer Satisfaction e il Customer Lifetime Value. Migliorare la vendite e aumentare lo Share of Value per singolo cliente. Migliorare la customer loyalty gestendo le attività di contatto finalizzate alla soddisfazione. Gestione diretta di 350 risorse, raggiungimento dei target di Cross Selling, Up Selling e fidelizzazione.

Governance on 18 European branches & 8 “overseas” subsidiaries of Automotive Group Management and definition of Customer Care Budgets in Europe and Overseas Management of Call Centre sales activity Monitoring Customer Care process quality on all markets. Management of all requirements concerning customer information & complaints, activating the functions in charge. (Vouches for the customer in the Group)

Responsible for market development, full responsibility for Profit & Loss Account Responsible for the realisation of sales development plans and target achievement as far as volume and turnover are concerned, for National territory Management of online business sale Co-ordinated 24 resources (4 centra staff and 20 sales force) Managed budget: approx. € 9,800,000 Results: 110.000 used cars sold in 2002; 100% target + 15% versus 2001 (96.000)

Responsible for re-organisation Dealers of North-West Area: Realisation and implementation of promotional & local market policies, marketing plans, customer segments, price position - SWOT analysis and business plans. Improvement of Customer Satisfaction and Employer Satisfaction, Optimisation of Secondary sales network, spare parts sales and Customer Satisfaction Plan and implementation of incentive scheme for the sales force. Definition of initiatives to be perfomed and Business Plan completion.