MARTA LOPEZ IBAÑEZ

Munich

Responsible for Outbound Marketing in the Business Unit. Manager of a five people team and external providers in different countries.

Strategic definition of a new and innovative Loyalty Program. Creation of a new segmentation and characterization for both fixed and mobile customers. Negociation with partners from differents industries to get an agreement offering benefits to our home customers. National and international benchmarking in order to find the best practises in Loyalty Programs.

Design of the Green Customer Experience Model in Spain. Negotiation with strategic suppliers to promote development of products and services that benefit the environment: mobile packaging, eco-friendly merchandising, green accessories... National and international benchmarking.

Analysis of the residential customer lifecycle (customer journey): needs for every product and service, satisfaction index. Market Research to improve knowledge of customer relevant issues or trends.

Responsable for the coordination of different areas implicated in development of new products and services. Design of customer-friendly interface in telefonicaonline.com, movistar.es.

Development of price strategies based on legal and regulatory constraints. Analysis of prices at the telecommunications market in Spain. International benchmarking.