Giuseppe DI MAURO

En résumé

Entreprises

• PSA Peugeot Citroën Automobiles S.A. - Head of International Business Development

  2013 - maintenant Main Responsibilities:
  For all Extra-European Markets covered by Subsidiaries and Importers (Turkey, Asia,
  Africa, Middle East, South America, India and Oceania), I'm in charge for Peugeot, Citroën
  and DS Brands of:
  
  * Sales & Aftersales Network Development to support PSA Brands strategies in terms of
  
  volumes, market share, market coverage and network profitability.
  
  * Corporate Identity.
  
  * Sales & Aftersales Customer Experience.
  
  * Sales & Aftersales Services Customer Satisfaction

• PSA Peugeot Citroën - European Division Customer Satisfaction Projects Manager

  Rueil Malmaison 2012 - maintenant

• PSA Peugeot Citroën Automobiles S.A. - Customer Satisfaction Project Manager

  2012 - 2013 PSA Peugeot Citroën Automobiles S.A., Paris (France)
  European Division
  Main Responsibilities:
  
  * PSA Group Automotive Brands positioning in terms of Service Customer Satisfaction for
  
  European Markets (NCBS, IACS and JD Power Surveys).
  
  * Coordination of all projects involving Service Customer Satisfaction for Peugeot and
  
  Citroën Brands worldwide.
  
  * Definition and development of all Service Customer Satisfaction Performances
  
  Measurement Systems for Peugeot and Citroën European Subsidiaries.
  
  * Design and development of operational tools and solutions to support worldwide
  
  Subsidiaries to improve their Networks commercial processes efficiency.
  Main Achievements: In 2012 PSA Brands between Top3 or strong increase in 11
  Markets/15 for Sales activity and 13 for Aftersales (NCBS and IACS Surveys).

• Citroen Italie SpA - Sales and Aftersales Services Customer Satisfaction Manager

  2009 - 2012

• Citroën Italia S.p.A. - Sales & Aftersales Services Customer Satisfaction Manager

  2009 - 2011 Main Responsibilities:
  
  * Brand positioning in terms of Customer Satisfaction within the Italian Market (NCBS,
  
  IACS and JD Power Surveys).
  
  * Continuous improving of Sales and Aftersales Commercial Processes. Management of
  
  Subsidiary's ISO Certification.
  
  * Management of the internal research team and Service Quality Consultants on field.
  
  * Design of Commercial Networks Rewarding Systems.
  
  * Setting and Management of Department and Network Rewording Budgets (14M EUR
  
  Overall).
  Main Achievements: in 2011 Citroën 3° Brand of the Market in Aftersales Customer
  Satisfaction (JD Power Survey) and Best Sales Network (InterautoNews). In 2010 Citroën
  3° Brand of the Market in Aftersales Customer Satisfaction (IACS Survey) and Best Sales
  Network (InterautoNews).

• PSA Service S.r.l. - Sales and Aftersales Network Processes Manager

  2009 - 2009 Main Responsibilities:
  
  * PSA Brand positioning in terms of Customer Satisfaction within the Italian Market (NCBS,
  
  IACS and JD Power Surveys).
  
  * Managements of Field Service Quality Consultants Team.
  
  Main Achievements: in 2009 for the first time PSA Brands among the Top10 Brands in
  Italian Market (NCBS and IACS Surveys).

• PSA Peugeot Citroën - Sales and After-Sales Network Processes Manager

  Rueil Malmaison 2009 - 2009

• Citroen Italie SpA - Sales & Aftersales Customer Satisfaction & CRM Manager

  2008 - 2009

• Citroën Italia S.p.A. - Sales

  2008 - 2009 Sales and Aftersales Customer Satisfaction and Customer Relationship Manager
  Main Responsibilities:
  
  * Brand positioning in terms of Customer Satisfaction within the Italian Market (NCBS and
  
  IACS Surveys).
  
  * Management of the Customer Relationship Center (Legal, Complaints and Contacts).
  
  * Coordination of the External Customer Contact Center.
  
  * Management of the internal research team and Service Quality Consultants on field.
  
  * Setting and Management of Department Budget (4M EUR Overall).

• Citroen Italie SpA - After Sales Zone Manager

  2005 - 2008

• Citroën Italia S.p.A. - Aftersales Zone Manager

  2005 - 2008 Main Responsibilities:
  
  * Achievement of Spare Parts Turnover and Customer Satisfaction Targets.
  
  * Warranty Costs Reduction.
  
  * Management of Commercial and Warranty Area Budgets (350 k EUR Overall).
  
  * Management and resolution of Customer Complaints and ensuring the respect of
  
  Selective Brand Criteria by Dealers.
  Main Achievements: Score of Spare Parts Turnover and CS Targets achievement
  100% over 3 years. 40% Warranty Cost Reduction in 3 years.

• MSXi - After Sales Field Engineer

  2004 - 2005

• MSX INTERNATIONAL HOLDINGS S.r.l. - Aftersales Field Engineer

  2004 - 2005 Main Responsibilities:
  
  * Resolution of serious technical concerns to support the Customer Relationship Center of
  FORD Italian Subsidiary.
  
  * Technical Consulting to the Aftersales Network of Ford Motor Company Italy
  
  * Technical Consulting to Ford Motor Company Italy in legal affairs.

Formations

• PSA Corporate University

  Paris 2014 - 2014 Green Belt Lean 6 Sigma Certification

• PSA Corporate University

  Paris 2012 - 2012 Lean Management

• PSA Corporate University

  Paris 2012 - 2012 Master of International Teams Management

• PSA Corporate University

  Paris 2012 - 2012 Cross cultural teams management
  
  Master of International Teams Management - Leading International Teams to reach high performances levels by managing culturals differencies and skills

• SDA Bocconi School Of Management (Milano)

  Milano 2009 - 2012 Business Administration
  
  Master of Business Administration (MBA) - Economics, Finance, Marketing, Sales & Business Management, Organization

• SDA Bocconi School Of Management (Milan)

  Milan 2009 - 2011 Executive MBA
  
  Master of Business Administration

• Università Degli Studi Di CATANIA (Catania)

  Catania 1997 - 2003 Mechanical Engineer
  
  Mechanical Engineering

• University Of Catania (Catane)

  Catane 1997 - 2003 Master
  
  Master Degree in Mechanical Engineering

• Scientific High-School (Catane)

  Catane 1992 - 1997 Diploma

Réseau

• Ahmed Chekkat SEIF EDDINE

• Alain GALCERAN

• Covini GIORDANO

• Daniele FOFFANO

• Francesca CASCONE

• Francoise ACCA

• Jean-Pierre MARIACCIA

• Massimo NOCCHI

• Paola INTINI