Andrea Di Censo
CX & Al Innovation Leader | GenAl Use-Cases, VoC, NPS, BI, Benchmarking | Automotive | Homeland Defense & Security | Former VP CX, Stellantis | Ex-JLR & Kia & Mazda & Ford | EU/Remote
Salaire / Taux journalier
Paris, France
Freelance, ouvert au CDI
Peut venir sur site
Langues
À propos
Introduction
Former VP Customer Satisfaction Excellence at Stellantis who turns Voice of Customer and operations data into decisions that lift loyalty and cut cost. I led the consolidation of a fragmented CX stack - streamlining 21 contracts down to two - and drove a ~50% reduction in CX platform expenses within 24 months, while harmonizing processes across regions. I also built competitor CX benchmarking dashboards and BI routines that kept leadership focused on the few moves that matter. Before Stellantis, I delivered pan-EU customer programs with Jaguar Land Rover and Kia Europe: launched the MyKia digital platform, rolled out e-Lead and closed-loop processes to speed response and conversion, and consolidated survey insights for HQs. Earlier, as International Aftersales Area Manager at Kia ran market campaigns that beat objectives by 10.4% - the sort of operational rigor I still bring to every transformation. My edge is strategy-to-field execution: aligning HQ priorities, dealer coaching, and BI so that insights become measurable outcomes quarter by quarter. Multilingual and culturally adaptable, I thrive in complex, cross-market environments and keep teams motivated and accountable. Open to Head/VP roles in Customer Excellence & Innovation across automotive, mobility, and tech-enabled services (EU/remote). Let's connect if you're scaling service excellence and want results that stick.
Expérience de travail
Vice President Customer Experience Sales & Aftersales
Stellantis
juin 2018 - juin 2025
7 ans 1 mois
Paris Area, France
– Consolidated a fragmented CX stack, streamlining 21 vendor contracts to 2 and cutting CX platform costs ~50% within 24 months, enabling global harmonization and faster rollouts. – Translated Voice of Customer (VoC) and operational data into prioritized actions, institutionalizing BI dashboards for leadership decision-making across regions. – Established a competitor CX benchmarking program to track market moves and inform customer-centric strategy, training, and investment focus. – Partnered with IT and business units to integrate legacy and external systems, improving data quality and time-to-insight.
Kia Motors Europe
mai 2014 - juin 2018
4 ans 2 mois
Francfort-sur-le-Main, Allemagne
General Manager Customer Experience
avr. 2016 - juin 2018
2 ans 3 mois
Francfort-sur-le-Main, Allemagne
– Led EU CX strategy and KPI framework to improve 360° customer experience, supporting acquisition, social engagement, and repurchase levers. – Consolidated Customer Satisfaction Survey results (IACS, VOSS, DCSI, JD Power Initial Quality) for global/regional HQs, standardizing insights for executive decisions.
Customer Relationship Manager
mai 2014 - avr. 2016
2 ans
Francfort-sur-le-Main, Allemagne
– Responsible for European B2C CRM implementation strategy, KPIs definition and Development of a 360° customer experience to increase customer acquisition, engagement and repurchase; – Management of the European B2C CRM team to enable and provide guidance to the CRM Network of 14 Countries and Business Groups' CRM Managers; keen on best practice sharing to reduce programs time to market; – MyKia platform (live on Sept 2014) and MyKia app (online Apr 2015) – owners Portal Project manager for design, implementation and roll out; – Siebel enhancements to leverage markets investments; focus on "eLead management" to increase conversion ratio and "closed loop" methodology for loss sales;
Customer Service Manager
Kia Motors Europe
janv. 2013 - mars 2014
1 an 3 mois
Francfort-sur-le-Main, Allemagne
– Responsible for Customer Satisfaction Surveys (IACS, VOSS, DCSI) including preparation and presenting the results to Top Management and to markets; – Drawing, implement & deployment Customer Satisfaction monitoring system - DCSI 2.0- as well as related questionnaire (Sales and Aftersales); – Design, creation and roll out Interactive Based Training (IBT) A/S Field Force training for European Kia Subsidiaries; Aftersales Field Force Dealer dashboard: monitoring tool to analyze, coach and improve Dealerships; – On site dealer coaching program & update of Non-technical trainings Web Based Training (WBT) and IBT for Dealer's customer facing staff; – Service Process digitalization: design, creation and roll out Interactive Walk around the Car and enhancement of Service App.
Area Manager Aftersales
Kia Motors Europe
oct. 2011 - déc. 2012
1 an 3 mois
– Responsible for Aftermarket business implementation in the assigned European markets, focusing on Marketing campaigns, Customer Satisfaction, Parts & Accessories turn over. Enhancement customer experience program deployment.
Senior Procurement Program Manager
Selex ES
oct. 2009 - sept. 2011
2 ans
– Supporting Integrated Project Team in bid phase/program's Lifecycle. Key focus: – Procurement cost forecast to support bid phase in line with planned revenues – Performing quality and performance audits among suppliers – Cash flow out and cost reduction management;
Sales Area & Key Account Manager
TUNAP (Wurth Group)
oct. 2008 - oct. 2009
1 an 1 mois
Italy, Texas 76651, États-Unis
– Coordination of Original Equipment manufacturer (OEM) Aftersales Marketing activities. Sell in and sell out Service campaigns linked to seasonality to enhance profitability per Unit in Operation (UIO). Ensure activities in line with OEMs aftersales strategy. Dealer visit for Dealer coaching and campaign execution.
Sales & Marketing Controller
Vectrix Europe
mai 2007 - oct. 2008
1 an 6 mois
– responsible for Turn Over (TO) on bikes, parts & accessories initial stock; in charge of product technical compliance and fulfillment legal requirements. Preparation of, monthly, quarter financial report.
Mazda Motor Italy
oct. 2004 - mai 2007
2 ans 8 mois
Customer Service Field Manager
oct. 2005 - mai 2007
1 an 8 mois
– Responsible to coordinate field force and network to achieve sales objectives & to maintain compliance of contract's standards; implementation of European after sale marketing campaigns. Supervising daily sale to track variations month over month and year over year. React specifically versus counterfeit parts and trimming wholesale programs to offset potential losses on volume and revenue. Development of the network either in appointing new dealers or in closing low performance by replacement. Interfaces with internal Bank to monitor network credit lines.
Financial Planning Manager
oct. 2004 - oct. 2005
1 an 1 mois
Italy, Texas 76651, États-Unis
– Company budgeting and forecasting with the assessment of profitability, driven by variable marketing. Periodical economical and financial analysis for the holding company, covering items from the income statements and balance sheet reporting to MD. Short term project focusing on the re-organisation of – the IT and procurement department based on a long term project aimed at ISO Quality Certification.
Business Development Manager
févr. 2004 - oct. 2004
9 mois
Rome, Ville métropolitaine de Rome Capitale, Italie
– Major activity was to develop the brand in the assigned area, perform car wholesale and market registration trends. Strong focus on customer satisfaction by implementing processes to increase dealer performance. – Scouting for new showroom locations and workshops; follow up on local and national events to increase brand awareness.
Ford of Italy
mai 2000 - févr. 2002
1 an 10 mois
Zone Manager Sale - Vehicle & Light Commercial
déc. 2000 - févr. 2002
1 an 3 mois
– With responsibility for three regions and an annual sales target of approximately 45m Euro, all commercial activities were co-ordinated. The objective was to increase market share with a strong focus on all new launches. There was strong emphasis on customer satisfaction.
Parts Specialist - Six Sigma
août 2000 - déc. 2000
5 mois
Cologne, Allemagne
– With the responsibility for the creation and implementation of a vertical marketplace for automotive parts. The project was the development of a web based system to order/buy parts directly through the internet within the Consumer Marketing Area. The web was the operative side of the training for the six sigma project. There was a focus on cost and resource optimisation during this project.
Zone Manager Customer Service
mai 2000 - août 2000
4 mois
– This included the mazimisation of profitability within the workshops of assigned dealers. Budget control and client relationship management/customer satisfaction was an essential part of the position
Zone Manager sub network
MSX International
juin 1999 - mai 2000
1 an
– Implementation trading and parts marketing activities within the assigned dealer ship area, focusing on marketing strategies and Ford quality standards.
Air force lieutenant
Aeronautica Militare
avr. 1996 - juil. 1997
1 an 4 mois
Italy, Texas 76651, États-Unis
– Managing a complete team of 40 soldiers in order to preserve safety within the assigned base.
Formation
HEC Paris
Digital Transformation, Digital transformation
2025 - 2025
4 mois
Nyenrode University
MBA, Marketing
2002 - 2003
1 an 1 mois
University of Rome 'La Sapienza'
Bachelor Degree, Economics
1992 - 1998
6 ans 1 mois
Licences et certifications
What Is Generative Al?
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How to Research and Write Using Generative Al Tools
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Course Certificate: Understanding Agentic Al
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Course Certificate: Understanding Agentic Al
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Al in Project Management
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