Giacomo Baroncini

Experience

• 

  Herbalife Italia Spa

  Aug 2009 - Jul 2011

  World Team

  Responsible for selling Herbalife brand products; relationship and customer support, trainer for new salespersons in major local realities.

• 

  Apple Retail

  Jul 2011 - Oct 2023

  Responsible for iPhone performances at Store level. Consistently achieved sales target, focussing on team readiness and knowledge of Apple tools through coaching session (one to one) and mentoring small group of sales assistants.• Consistently achieved sales results and customer experience metrics such as NPS over 90 ytd.• Lead pilot projects in the Country such as Affordability tools, after sales care options (AppleCare) improving sales and costumers retention. Liaise with senior Leadership to improve projects through constant communication and feedback.• Focus on Taylor-made solutions for each individual customer, B2C and B2B• Apple brand ambassador• Coach and develop new employees in their journey within the Company.• Develop and share new engagement strategies at Market level• Focus on effective communication to keep store members aligned on new informations, training and processes through daily roundup, one to one connections and presentations to wider audience.• Daily handling of escalations and focus on providing best outcome for customers. Show less

  • Expert

    Mar 2012 - Oct 2023

  • RCC - Sales

    Mar 2020 - Sept 2020

  • Specialist

    Jul 2011 - Mar 2012
• 

  IKEA

  Oct 2023 - now

  Customer Relations Manager

  To ensure a positive and joyful shopping experience for all IKEA visitors and customers by ensuring an overall customer easy buying process and a positive shopping experience, that the appropriate customer relations' processes and tools are implemented and the related strategies are translated into actions.•Ensure the customer focus and relevant business plans relate and come together in a local action plan that is operationally implemented and fulfilled.•Drive a customer-focused culture throughout the complete market and secure an overall inspiring shopping experience where it is always for customers easy to shop.•Ensure the building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.•Influence the unit management team with customer insights that will allow it to base business decisions on customer expectations.•Responsible for identifying and removing hindrances in order to secure an easy buying experience, a positive shopping experience and easy payment and after-sales fulfilment.•Support commercial initiatives and priorities before, during and after the shopping experience.•Identify and develop the many talents in the unit and within the department to secure succession planning.•Establish and maintain service agreements with internal stakeholders (including customer support) and external partners in order to protect operational standards and help safeguard the IKEA culture.•Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.•Secure and monitor the department is working according to internal, global and national rules and policies, IKEA best practise and in accordance with local legislation. Show less