Liliana Gachancipá
Senior Customer Experience Manager
Salary / Daily rate
Lille, France
Mobility: Paris
Freelance, open to permanent contract
Can come onsite
Skills
Languages
About me
Intro
Customer Experience & International Project Management expert with 20+ years across automotive, retail, and hospitality sectors. Led cross-functional teams, developed data-driven marketing strategies, and managed P&L for franchise operations with proven ROI optimization. Ready to transform your customer journey and drive business growth through strategic CX initiatives.
Work experience
Responsable du Customer Care
BYD FRANCE
Apr 2025 - Present
1 year 7 months
Paris, France
Quality Data Owner
Decathlon
May 2022 - Oct 2023
1 year 6 months
Lille, France
In the quality of the products domain: - Developed comprehensive documentation, grounded in field research, outlining all internal quality processes to ensure a universal understanding of the data. - Validated these data processes with global stakeholders and establish measures to ensure data quality within IT tools - Ensured that the data is both accessible and qualified for use as a performance tool in a data-driven culture. Additionally, based on Business Process Management methodology, acted as the Process Owner for traceability in quality: mapped the process, formalized and created charts that represented the flow of the supplier, product and customer. Detected improvement areas and assessed indicators.
Sales and Marketing Director - Spain & Colombia
Entrepreneur
Apr 2014 - Oct 2021
7 years 7 months
Seville, Spain
- Managed investment projects across various industries with a focus on developing Business Plans, primarily in the hospitality and online sales sectors. - Led and owned a Quick Service Restaurant franchise, involving market research, business strategy development, logistics and supply chain management, forecasting, and budgeting. Responsible for leading Marketing and Sales strategy, establishing customer service guidelines, tracking customer insights, as well as the selection, training, and leadership of a team. - Deployed new business channels, including being an Amazon Seller and selling through delivery services (Glovo, Uber Eats).
General Motors
Jun 2007 - May 2014
7 years
Madrid, Spain
Crosscarline Marketing Manager
Jan 2013 - May 2014
1 year 5 months
Madrid, Spain
- Led and coordinated marketing activities across all carlines, including product, pricing, communication, and sales incentives. - Developed analytical tools that provided insights into trends and customer behavior for decision-making across all segments of the Opel Brand in Spain. - Supported brand strategy alignment with headquarters through local market research, analysis of competitors' behavior, and feedback from field teams. - Defined business cases for marketing plans and campaigns. - Developed last-minute actions to achieve short-term sales or market share objectives.
Aftersales Retail Channel Marketing Manager
Jan 2009 - Jan 2013
4 years 1 month
Madrid, Spain
- Led Aftersales Retail Channel strategy. - Deployed and coordinated European go-to-market projects in Spain based on Headquarters' guidelines. - Developed initiatives to enhance loyalty and customer satisfaction in both channels: sell-in (Opel Dealers) and sell-out (Opel Brand owners and drivers), including projects such as “Siempre Opel”, ”miOpel.es”, Maintenance Packages, Financing, and Branded Credit Card. - Designed Aftersales Opel Marketing Plan and seasonal campaigns aligned with strategic objectives, aimed at growing business through sales channels, increasing customer loyalty, and improving satisfaction levels for both end customers and the Dealers network. - Built business cases for commercial activities, including briefing, forecasting, budgeting, HQ approval processes, launch, follow-up, and results analysis. - Managed and monitored the budget assigned to the Aftersales Marketing Department, optimizing investments and ROI. - Developed proposals for the product and service portfolio based on market trends, new vehicle requirements, and evolving market needs in a competitive environment. - Led supplier relationships with the brand and Dealers Network, proposing and implementing actions related to tires, paint, and chemical products, among others.
Aftersales District Manager
Jun 2007 - Dec 2008
1 year 7 months
Madrid, Spain
- Led the Aftersales business for Opel & Saab in the assigned geographical zone. - Supported business management and monitored efficiency KPIs of spare parts and the workshop. - Implemented and oversaw Marketing actions, including the Annual Marketing Plan and seasonal campaigns. - Monitored and facilitated the achievement of sell-in and sell-out targets for Dealers. - Coordinated Trade sales programs, conducted price studies, and ensured compliance with brand standards.
Remarketing Coordinator
MSX International
Jan 2007 - May 2007
5 months
Madrid, Spain
- Managed fleet vehicles bought back by Ford. - Achieved Sale targets for bough back vehicles to Dealers´ Network.
E-marketing & CRM Coordinator
General Motors Colmotores
Jan 2002 - Oct 2003
1 year 10 months
65000 Colombia, Nuevo Leon, Mexico
- Led the “Fusion” Internet project in Colombia based on the implementation of a common Internet platform for Chevrolet across LATAM. - Participated actively in marketing and sales projects such as New Vehicle launches, promotions, customer service, and events. - Coordinated online and offline efforts to develop aligned advertising and branding activities. - Planned, developed and implemented customer loyalty and CRM activities to increase sales and customer retention. - Created and deployed new projects as online sales and Dealer's Extranet.
Market research Consultative
YanHaas S.A.
Jun 2000 - Jul 2001
1 year 2 months
65000 Colombia, Nuevo Leon, Mexico
- Planned and developed market research, including both syndicated and ad-hoc studies across diverse economic sectors and industries to acquire specific market knowledge. - Participated in all stages of market research, including briefing, questionnaire and sample design, implementation, monitoring, result analysis, and customer report preparation. - Acted as a consultant for customers and proposed strategic recommendations based on market data analysis.
Education
IMF Smart Education
Master Data Science and Business Analytics
2020 - Present
6 years 10 months
Esade
Executive MBA
2010 - 2011
1 year 1 month
University of Valencia
Master en Comercio Internacional
2004 - 2005
1 year 1 month
Université catholique de Lyon
Diplôme d’Etudes Françaises
2003 - 2004
1 year 1 month
Pontificia Universidad Javeriana
Ingeniero Industrial
1997 - 2002
5 years 1 month