ERIC ANCELOVICI

Experience

• 

  Movistar Chile

  Aug 1998 - Aug 2007

  • Led Customer Management Strategy during Merger with Bellsouth engaging CRM efforts towards high-value customers and drive growth, managing customer Experience (CX), processes and support operations across various channels.• Championed Customer-Centric Culture: Launched the “Inspira” program, driving a customer-focused approach and engaging over 4,000 employees and senior leadership over two years.• Optimized Channel Operations: Enhanced channel efficiency to reduce service costs, improve customer satisfaction, and manage NPS and churn rates, while ensuring high-quality product design.• Implemented Effective Staff Incentives: Developed and executed an incentive program to improve customer care performance and maintain service quality post-merger, while reengineering retention processes and managing new contact center agencies. Show less • Had to ensure an efficient design and execution of business plans managing all marketing aspects such as branding awareness, product promotion, pricing, sales efforts, channels distribution for a target segment of postpaid customers. • Launched innovative products and services such as Family Plans self-managed that led to increase brand preference, sales, Churn Reduction, and profit. • Set KPI’s, measure and report on the impact of marketing efforts, maximize sales revenues and achieve Business Unit goals mastering forecast data month over month of Cross-Selling and Up-selling operations. • Set collaborative cross-functional framework to enable Team working all aspects of the customer's lifecycle, from the acquisition to retention ensuring to grow prospects into long tenured customers across all activation channels. Show less • Founded a research team along with a annual program supporting customer acquisition, growth, experience and retention strategy through analytical research and deep market insights across consumer segments, brands, and channels. • Coached the team across all phases of qualitative and quantitative primary research: developing custom trackers, creating project briefs, selecting, and managing vendors, drafting surveys, preparing guides and questionnaires, analyzing survey data to finally deliver findings trough presentation to inspire business and marketing decisions. Show less

  • Customer Service Manager

    Jun 2004 - Aug 2007

  • Associate Manager Mobile Market

    Sept 2001 - May 2004

  • Head of Research and Insight Department

    Aug 1998 - Aug 2001
• 

  Telefónica

  Aug 2007 - now

  • Spearheaded Data Strategy Across 8 Countries: Led and scaled Big Data and IA initiatives in Chile, Argentina, Peru, Colombia, Ecuador, Uruguay, Mexico, and Venezuela.• Streamlined and Standardized Data Processes: Optimized end-to-end data lifecycle management for improved efficiency and governance.• Built Robust Data Governance Program and Developed a scalable data architecture that significantly reduced operational costs.• Led a Cross-Cultural Talent Program: Successfully built a high-performing data teams across multiple regions. Show less • Transformed Data Operations Across the Organization: Pioneered and executed a comprehensive data strategy, establishing a cutting-edge data unit that optimized the entire data lifecycle, driving business agility and significant cost savings.• Revolutionized Information Accessibility: Spearheaded the deployment of advanced tools such as Campaign Management and Digital Marketing, enhancing data accessibility and driving substantial revenue growth and operational efficiency.• Forged Strategic Partnerships and Advanced Analytics: Cultivated strong relationships with business and tech leaders and launched a game-changing data science and AI strategy that leveraged machine learning to achieve key organizational objectives-Business Intelligence and Predictive Anaytics. • Led Spin-Off of R&D Center into Digital Transformation Catalyst: Successfully transitioned an IoT-focused R&D center into a pivotal enabler for Telco digital transformation, demonstrating excellence in stakeholder engagement, talent management and Agile Methodologies. Show less • Drove Consumer Segment Growth with Data-Driven Strategy: Developed and executed a lifecycle marketing strategy, enhancing CVM and delivering growth through collaborative, channel-specific initiatives.• Established KPIs and Built High-Performing Teams: Created an efficient product management framework and assembled a cross-functional team with sales and e-commerce to exceed goals.• Developed Location-Based Marketing Model: Optimized network CAPEX and improved prepaid top-up points by focusing on customer profitability and usage segments.• Evolved Lifetime Value Model (CLV), Customer Retention and Built Enduring Assets: Prioritized customer interactions and investment in handset renewals for better efficiency and profitability, creating key technological and analytical assets still used today. Show less • Revamped Data-Driven Loyalty Program and CRM: Relaunched Movistar’s Loyalty Program and enhanced Analytical CRM, driving increased profitability and improved customer journey across the organization.• Forged Strategic Partnerships: Established innovative agreements with companies to offer customer benefits and rewards, significantly boosting engagement through unique services and activities.• Strengthened Brand Positioning: Managed key alliances with banks, airlines, drugstores, and other sectors to enhance brand loyalty and generate new business opportunities and personalized Marketing.• Innovated Data Capture Solutions: Transitioned "Club Movistar Card" to a mobile-based system with M-Ticket and Wap catalog, improving cost efficiency and data quality.• Launched Industry-First Initiatives: Introduced a groundbreaking smartphone insurance model and partnered with Santander Group for a successful credit card and insurance offering, leading to significant business growth and industry recognition. Show less

  • Global Chief Data & Analytics Officer at Telefonica Hispam

    Mar 2021 - now

  • Chief Data & Analytics Officer

    Feb 2016 - Feb 2021

  • Business Development Senior Manager

    Jun 2012 - Jan 2016

  • Customer Loyalty Senior Manager

    Aug 2007 - May 2012