Crocierissime

General Manager of the Cruise Business Unit (operating in Italy, Spain, and France) with over 15 years of expertise in the cruise OTA sector and full P&L responsibility, overseeing Gross Trade Sales down to Operating Income. I develop and execute strategies to achieve both short- and long-term targets.

Key Achievements:

Throughout my tenure, I have successfully built the business from the ground up by focusing on product development (website) and marketing. I created a sustainable hybrid sales model that integrates lead acquisition on the funnel with finalization through telesales agent. This strategy contributed to an increase in pax numbers from 11,000 to 50,000 and facilitated the internationalization of our product into new markets such as France and Spain.

Main Tasks and Responsibilities:

Drive the development of website functionalities and marketing acquisition strategies across both paid and organic channels.
Maintain relationships and negotiate continuously with suppliers to identify growth targets and secure overcommissions or one-time deals.
Lead and manage an international team of 80 professionals, defining objectives and fostering a collaborative, high-performance culture.
Oversee day-to-day operations to ensure alignment with strategic objectives.
Continuously assess market trends and competitor activities to refine strategies and maximize growth opportunities.

Managing Director

lastminute.com

I report to the CEO and have direct responsibility for managing Customer area across 5 key markets: Italy, Spain, France, the UK, and Germany.
Key Achievements:
I developed a new revenue stream by establishing an offline distribution model alongside the e-commerce channel, utilizing a teleselling approach. I refined the lead acquisition flow on the website and optimized contact qualification for sales ops. This initiative now generates approximately €250 million in incremental GTV annually and includes redesigning the purchasing experience through upselling strategies for ancillary products, achieving an attach rate of over 70%.
I launched the channel in 2013, initially focusing on basket recovery and later expanding to lead generation and a toll-free phone option, growing the team to 200 agents operating in 5 languages.
I also manage post-sales operations, handling approximately 5mil task across multiple channels, including phone, ticketing, and chat.
I oversee a team of more then 1000 HC, with half working internally across four sites—Bangalore, Madrid, Chiasso, Barcelona, Paris, and Munich—and the other half outsourced to two BPOs in 4 countries. I strategically built internal customer hubs to facilitate rapid scaling, overseeing recruitment, procurement, skill development, and local management.
In the ccare area, I developed a comprehensive CRM system, integrating it with back office, ticketing, mailing systems, and PBX to create a customer-centric view of interactions, supported by a dynamic knowledge base that provides real-time information.
Over the past 2 years, I have leveraged AI to enhance productivity by transitioning all voice traffic to chat, enabling the simultaneous management of multiple cases and ensuring seamless customer interactions through machine translation. I also implemented a call quality monitoring system using speech analytics tools, allowing for comprehensive oversight of calls and reducing the manual workload for the quality team.

Chief Customer Officer (CCO)

Report to the CEO of the Company with the aim to implement strategies to enhance relationships between people and the business, create an inspiring leadership model and maintain a positive work environment;

Main tasks and responsabilities:

Monitoring employee satisfaction and well-being. Implementation of policies to promote employees' professional growth.
Oversee recruitment processes to attract and retain top talent.
Manage employee compensation structures and benefits programs to ensure competitiveness.
Support organizational change initiatives and improve overall effectiveness.

Chief People&Culture

CEO of the Company

Main tasks and responsabilities:

Manage relationships with the financial markets and investors, ensuring transparent communication about the Company's performance and strategic direction.
Relationship management with senior stakeholders and Board members to plan both short- and long-term goals.
Executive team management by employing an inspirational leadership model.
Decision making on key policies and strategies for implementing business performance.
Supervising day-to-day business operations.

Interim CEO

Rumbo

Report to the COO of the Company.

Implementing an offline distribution model in conjunction with the e-commerce channel through a teleselling strategy. Worked with marketing and product teams to enhance lead acquisition and optimize contact qualification, resulting in €250 million in additional gross travel value. Furthermore, improved the purchasing experience by introducing upselling techniques for ancillary products, achieving an attach rate of over 70%.

Main tasks and responsabilities:

Produce incremental bookings to help overall business and conversion rate performances.
Add value increasing revenues and profitability through ancillaries and up/cross selling.
Convert prospect contact into customer.
Determine annual unit and gross-profit plans.
Establish sales objectives by forecasting and developing annual sales quotas for product and market.
Optimize and control staffing and capacity planning of in-house and outsourced agents. 
Maintaining professional and technical knowledge by attending educational workshops.

Telesales and Cruise Business Unit Director

Cruiseline.com

Report to the the Founder of the Company, sizing 120 headcounts.

Main tasks and responsabilities:

Managing day to day operations.
Work in cross-departimental collaboration with Sales & Marketing, IT & Product, Trading and other stakeholders.
Measuring and monitoring sales and service performance.
Providing operational direction to team and resolving operational issues.
Attracting, selecting and maintaining a qualified, motivated staff which involves interviewing, coaching, counseling, monitoring, training, and terminating. Conducting analysis of data and reports to improve employee performance.

Italian Sales Manager

Law firm

• Keep cases organized by establishing and organizing files; 
• Helping develop cases by maintaining contact with people involved in the case;
• Keeping clients informed by maintaining contact; communicating case progress;
• Maintaining case costs by verifying outstanding balances with attorney, clients, and providers;
• Supporting case preparation by preparing case summaries and materials for mediation conferences;
• Enhancing trial proceedings by organizing evidence; 
• Updating knowledge by participating in educational opportunities; reading professional publications.

Lawyer

Coin

• Answering employee questions and processing incoming mail;
• Creating and distributing documents;
• Serving as a point of contact with benefit vendors/administrators;
• Participating in recruitment efforts, posting job ads and organizing resumes and job applications;
• Scheduling job interviews and assisting in interview process;
• Collecting employment and tax information;
• Orienting new employees to the organization (setting up a designated log-in, workstation, email
address, etc.);
• Administering new employment assessments;
• Updating and maintaining employee benefits, employment status, and similar records;
• Performing payroll/benefit-related reconciliations;
• Completing termination paperwork and assisting with exit interviews.

Human Resources Assistant

Parole e Dintorni

• Answer phone calls from journalists, responding to their questions;
• Check the press office’s email inbox for media enquiries;
• Write press releases;
• Phone or email journalists to try to interest them in the organisation’s press releases and feature
ideas;
• Devise and produce proactive media campaigns;
• Arrange for spokespeople to speak to the media;
• Monitor media coverage and prepare regular evaluation reports;
• Attend press conferences or interviews with the organisation’s spokespeople;
• Advise senior staff members on written responses to the media;
• Proof-read and if necessary rewrite media statements;
• Meet journalists and foster good relations with the media.

Press Officer

Dynamic and courageous executive with over 15 years of experience in the travel technology industry. Proven track record in commercial and business development, with extensive knowledge of the European tourism, travel, cruise, and hospitality sectors. Exceptional interpersonal, communication, and negotiation skills, with a strong ability to build positive relationships internally and externally.

Adept at identifying opportunities and designing/developing new business lines, I am also proactive and capable of managing complex customer operations for large-scale teams of more than 1,200 people. I excel at managing, motivating, and developing high-performing teams in fast-paced, digital environments. International experience gained in France, Italy, Spain and the UK enhances my cultural understanding and skill-set.

Committed to customer happiness and passionate about creating stimulating, multicultural workspaces.

📚 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞 𝐌𝐚𝐬𝐭𝐞𝐫 𝐨𝐟 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧 (EMBA) at ESADE Business & Law School.

📩 EMAIL: laura.amoretti78@gmail.com

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