Luigi Forcelli
Instrumental in creating and executing robust after sales strategies with focus on streamlining business operations and growth. Demonstrated success in streamlining customer service procedures and prioritising resolution of concerns aimed at achieving maximum client satisfaction and retention. Track record of completing projects and directing multi-cultural teams to resolve complex project issues, while meeting deadlines within time and budgetary constraints. Accomplished leader, recognised for building, training, and guiding cross-functional teams for achieving assigned targets and delivering best-in-class services to elevate customer satisfaction. Equipped with articulate communication, negotiation, and interpersonal skills in building positive and long-term work relationship with professionals of all organisational levels.
Jurisdiction
Netherlands
Notable Employer
- Director of Customer Service at Lotus Cars Europe
- Head of Technical & Warranty at Lotus Cars Europe
- After Sales Manager at MG Motor Europe
- Head of Network & Installation at Targa Telematics
- Several Roles (Consultancy Programs for Automotive OEMs in Italy) at MSX International
Experience
Executive Committee member, leading the Customer Service department at the European HQ (55 FTE), overseeing customer call center, warranty, technical support, spare parts, customer retention, and aftermarket products. Managing field forces, including regional managers and field service engineers, while driving strategic improvements in customer experience. Responsible for the customer call center, ensuring service excellence and operational efficiency. Driving Department’s revenue growth ensuring increased profitability and market penetration.
Created and developed the Technical & Warranty HQ Teams (20 FTE) within an agile environment, overall responsibility to manage Warranty, Technical Support (to Network), Field Quality and Diagnostics activities. Closely interacted with engineering entities across the globe as well as with the marketing and sales organisation within Europe.
Implemented effective strategies for the development of after sales policies and procedures for a state-of-the-art business model, while aiming at accomplishing targeted goals. Recruited, trained, and mentored highly talented staff to augment overall productivity and effectiveness. Offered leadership to energetic teams to establish strategic system with focus on monitoring product quality issues/ trends and initiating improvement proposals. Performed various tasks comprising European operations management, after sales network development, after sales management, and overall teams’ performance management.
Delivered exceptional performance in developing the operations of Associated Dealer Network in Europe in compliance with standard procedures with focus on meeting and exceeding organisational objectives. Conducted meetings with stakeholders to resolve various issues and devise effective solutions in a timely manner. Administered parts delivering and installation process within the Associated Dealer Network to achieve desired outcomes. Performed multiple duties including processes/ technical manuals development, contracts’ SLAs monitoring/ management, network operations management, staff development
Planned, coordinated, and spearheaded execution and completion of multiple projects, while maintaining strict compliance with organisational strategies and objectives. Collaborated with senior management to identify gaps and develop strategic action plans. Performed various tasks comprising warranty budget management, network clustering, claim assessing, project management, and management system development based on appropriate indicators (KPI). Devised and deployed robust plans for the development and implementation of a live and interactive Reporting System with Tableau Software for 80 Markets.