Gioia Zambon

Experience

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  Mill Service Spa

  Jul 2017 - Sept 2017

  Business Operations and Marketing Intern | Russia
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  Global Academy Jobs

  Sept 2019 - Feb 2020

  Digital Marketing Assistant

  - Social Media content creation (Twitter, Facebook, LinkedIn, Instagram)- Creation of customized and compelling marketing assets- Audience listening and engagement for results optimization

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  Sibelius Natural Products

  Feb 2020 - Aug 2021

  Initiated and executed strategic initiatives in emerging nutraceutical markets by appointing two new distributors, facilitating successful market entry in Southeast Asia, Latin America, and Italy. I actively engaged with prospects and existing clients, providing updates on our offerings and supporting them throughout the product formulation process which culminated in securing the company's largest single drop-off order in the USA. Additionally, I collaborated closely with the CEO to articulate the business's value proposition and developed a comprehensive suite of investor materials, including the business plan document, a concise one-pager, and an impactful pitch deck. Show less I started in Sibelius working in the Marketing department before transitioning to sales. During this time, I managed our social media presence and content creation. I managed relationships with external vendors to develop marketing assets including a brand new website, working collaboratively with internal teams located across the US, Europe and Australia. I wrote awards submissions for the Nutraingredients Awards, NEXTY Awards and Nutrition Industry Executive awards. I spearheaded the creation of a well-received podcast channel, working closely with key strategic partners on implementation and promotion to boost engagement and generate new leads. I also forged long-lasting relationships with key industry leaders and media personalities to create high-quality thought-leadership content. Show less

  • New Business & Account Manager, North America

    Aug 2020 - Aug 2021

  • Marketing Coordinator

    Feb 2020 - Aug 2020
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  LexisNexis

  Aug 2021 - May 2023

  Customer Experience Associate

  - Analyzed qualitative and quantitative data to generate insights, recognize trends and initiate opportunities for growth or improvement - Map end-to-end customer journeys and utilize service blueprinting techniques to visualize front-end and back-end processes underlying each customer journey- Design and present the annual CX strategic plan to senior leaders incorporating contextualized strategic insights and aligning to key company strategic objectives - Partner with various teams across the organization to implement CX initiatives, driving accountability, building relationships with key stakeholders and securing buy-in from leadership/SLT.- Leverage Lean Six Sigma, Business Process Management and Agile principles to design solutions that create new business opportunities, solve existing business needs and improve customer experience Show less

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  S&P Global

  May 2023 - now

  Leading Voice of Customer and Customer Experience Design for the Commodity Insights division of S&P Global. Spearheaded the development of the first VoC tool within S&P Global, working with a cross-functional team to centralize different sources of unstructured data to scale customer feedback analysis. Manage the NPS program for the Commodity Insights division. Mapped the end-to-end customer journey for platform migration and conducted extensive customer research to understand how well customers experienced the transition and what good looks like. Lead global CX research studies (including our annual CX Benchmarking study) for the Commodity Insights division. Analyse qualitative and quantitative customer feedback data to identify customer behavioural patterns, preferences and unmet needs and execute on areas of opportunity leading cross-functional CX initiatives.

  • Associate Director, Customer Experience Design

    Jan 2025 - now

  • Customer Experience Manager

    Apr 2024 - Jan 2025

  • Customer Experience & Insights Analyst

    May 2023 - Apr 2024