Natacha Hell

Experience

• 

  American Express

  Apr 2010 - now

  • Proactively advise and guide the local execution of a global NPS program across European countries• Act as subject matter expert on customer experience, providing clear insights and recommending customized best practices that help shape market plans to drive merchant satisfaction• Challenge and support markets in creating their NPS action plans that have clear, prioritized and data-driven focus areas.• Successfully implement initiatives and workstreams to support a higher quality NPS program• Identify opportunities and conceive strategies and solutions to enhance the Merchant customer experience• Build supporting business cases to gain senior leader sponsorship and buy-in, resulting in action• Deploy analytical skills to drive insights regarding merchant experience Show less • Owning international Merchant Leads process in EMEA proprietary markets• Devising and piloting new strategies to improve coverage in relevant geographies and industries• Presenting lead management updates and trainings to acquisition teams and leadership across EMEA• Partner with internal partners to drive coverage and Charge Volume through strategic projects for new and existing clients (Business Expansion)• Gaining Business experience across all regions; understanding regional differences, local deal structures and complexities in order to influence actions and decisions. Show less • Premium Value Proposition and Tools Specialist• Support to 9 EMEA Markets for the Sales Strategy and Project Development Team.• Benchmark with other Global Merchant Services Channels and similar Units to implement best practices.• Analysis of Marketing Tools and coordination with the Marketing Department and external agencies for the development of new Products.• Systems and Process Analysis for Client Management and Sales Teams. • Data Analysis and Development of Presentations for Business Unit Reviews.• Responsible to have deep knowledge and promote optimal usage of current available Tools for Acquisition and Client Management Teams. Show less

  • Senior Manager, Merchant Experience International

    Apr 2022 - now

  • Senior Manager, Strategy & Business Development

    Nov 2018 - Mar 2022

  • Manager, Business Planning & Financial Analysis

    Jul 2016 - Oct 2018

  • Business Planner Europe

    Jan 2013 - Jun 2016

  • EMEA PVP and Tools Analyst

    Aug 2011 - Jan 2013

  • EMEA Customer Care Professional and Sales Executive

    Apr 2010 - Aug 2011