Harvard Business School

Digital Transformation Project Manager

PMDojo | Grow your product mindset

Collaborating with a cross-functional and diverse team to solve a customer/industry problem as a Product Manager at PMDojo.

1. Working with a cross functional team to build a product 0 -1
2. Identify problem statement and work on refining as a team
3. Understand the target user groups/ user pain points by conducting user interviews
4. Validate assumptions
5. Market survey, analyze data and identify trends
6. Build prototype & a MVP

Product Management Fellow - Industry Track

Doitwell | European Parliament Think Tank 

• Generated new revenue streams during Covid Pandemic by conducting detailed market research and identifying new online engagement opportunities for the guest experience.
• Awarded with the opportunity to represent the organization at EU forum and be a speaker for Guest Experience Digital Transformation.
• Achieved 70% YOY revenue growth in comparison to 30% market growth through design, development, and launch of new products for one of our main clients: Gray Line I Love Rome.
• Attained high team engagement scores along with 70% execution of OKRs.
• Collaborated with Doitwell' Guest and User Experience Professionals and Roma Tre University to conduct research on Data Analytics and Neuromarketing partners.

Global Program Manager 

GetYourGuide

As a Regional Manager & Global Project Manager, I directed e-commerce performance and digital marketing initiatives in Italy that had multimillion euro sales gross merchandise value. 

I was responsible for administering team of 15+ members and providing individualized and specialized support for seamless execution of assigned tasks and duties. 

I was entrusted with utilizing Agile methodologies (Jira) and OKRs for management of product & sales roles within a tech-startup environment.

Following are my note-worthy contributions in this capacity:
• Achieved promotion from Account Manager (2015-2016) and Senior Account Manager & Guest Relations Team Manager (2016-2017) to Regional Manager & Global Project Manager (2017-2018).
• Developed sales strategies and go-to market plans for B2B and B2C sales.
• Increased customer satisfaction and retention by providing best-in-class services through operational and sales teams.
• Positively impacted customer and supplier experience by leading CRM initiatives.
• Cultivated new strategic partnerships that impacted in exponential boost in YOY e-commerce performance.
• Accomplished 100% YOY online sales growth and with the highest net revenue margins and CX scores.
• Created new products that generated millions in sales with consistent positive customers NPS scores and positive impact on the community.

Regional Manager & Global Project Manager

Cinecittà World S.p.A.

I have been part of the Management Opening Team, coordinating Park's opening and commissioning. Designed and implemented Park’s Customer Experience Culture: “Servizio da Oscar”.
Hired and trained those who would become the Park's opening Team +400 team members. 
Delivered winning guest satisfaction scores within the industry sharing best practices at EAS (European Attraction Show).

Cinecittà World was a brand new theme park in Castel Romano dedicated to the magical world of Cinema and movie production. The park was designed by the Accademy Award winner Dante Ferretti with the soundtracks of Maestro Ennio Morricone. From the initiative of Luigi Abete, Diego Della Valle and Aurelio De Laurentis. The Park was a blend of cultures during the commissioning phase welcoming designers and engineers from different areas of Europe. 
My office was facing Ennio’s street, listening to his inspiring music night & day.

Head of Guest Experience I Duty Manager

Universal Orlando Resort

As an Attractions Operations Supervisor, I oversaw every aspect of the day-to-day operation experience including safety and guest experience of attractions and shows providing leadership to 15 team leaders and over 300 team members. This included the expansion of Springfield, The Simpsons-themed area, and special guests and team members experience projects.

My team received recognition of Best Ride and Guest Service of the Year for creating a special customer experience. Member of the Leadership Guest Service Team, Universal Orlando.

Following are my accomplishments in this capacity:
• Increased CX KPIs score and improved new guest experience through implementation of new projects.
• Bestowed with several recognitions from leadership team including awards for Best Guest Service, Best Attraction, and Team Member Satisfaction.

Attractions Supervisor

Walt Disney World

• Led and administered diverse Cast exhibiting WDP&R’s leadership competencies, while achieving excellent Guest Experience and Team Member Satisfaction scores.

• I had very vertical promotions, including:
Attractions Cast Member at Disney's Animal Kingdom in Orlando (2010)
Attractions Cast Member at Disneyland Paris and Walt Disney Studios in Paris (2010-2011)
Merchandise and Attractions intern whilst studying a post-grad in hospitality management at UCF Rosen College in Orlando (2011-2012)
Guest Experience Service Manager in Epcot Future World Showcase (2012-2013)

• Joined the Disney Ops Leadership Expo, Disney Leaders foundations, and Next Gen Managers.
• Led a very diverse team from all over the world by leveraging my multi-lingual skills, including English, Italian, Spanish, and French. 
• Served as part of on-duty Park Guest Experience Management including oversight of daily Guest Service facets and Cast Member Experience.
• Ensured better Cast Member experience by developing employee scheduling and training system.

Guest Service Manager

Disneyland Paris

Cast Member à Disneyland Paris chez La Tour de la Terreur dans le Walt Disney Studios:

• Conducted team and daily procedures, trained new employees, to properly animate rides and supervise parades/shows
• Led projects improving customer experience to top customer satisfaction 
• Supported park operations in bringing safety and quality standards of a world-class customer experience
• Coordinated team rotation and supported a diverse and multinational team to thrive in french, english, spanish and italian.

Attraction Cast Member

Hello everyone! I'm Nicole a Product Management Professional and Certified Scrum Master with extensive experience innovating new products and devising strategic initiatives that focuses on digital transformation and team capabilities. 

Throughout my career, I have developed strategic initiatives, increased consumer awareness, and built brand loyalty by acting as jack of all trades, wearing different hats, thinking out of the box, and overcoming obstacles. I am passionate about people and believe in kindness - we can reach big results with respect and clear expectations. 

OKRs Pro; I have developed a stellar record of leading teams and mentoring individuals to enhance performance and increase efficiency.  I thrive in blue oceans where creativity and innovation are the main ingredients!

What makes me stand out is my solid international background and the experience I gained from living and working in 4 different countries. This strengthened my abilities to acquire indispensable cultural and interpersonal skills that made me empathetically adaptive to an ever-changing environment.

My communication, interpersonal, problem-solving, relationship building, and management skills are well rounded and in continuous improvement as a life-long learner.

If you want to know more about me, feel free to reach at ncutrufo@gmail.com

Taplio

Nicole Cutrufo, PMP's Linkedin Analytics

Nicole Cutrufo, PMP

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