Summary
Overview
Work History
Education
Details
Timeline
Generic
Gianluca Gianna

Gianluca Gianna

Customer Lifecycle Program Lead
Berlin

Summary

Marketing and Program Leader with +10 years’ experience, specialized in CRM and Customer Lifecycle Management. At Amazon Prime Video, I manage the Customer Lifecycle Program EMEA, with the objective of enhancing engagement and retention. My tenure at Amazon has been marked by a strong focus on customer lifecycle of subscription-based services across EU locales, with an extensive experience on driving initiatives which drove growth and customer loyalty.

Overview

12
12
years of professional experience
3
3
years of post-secondary education
4
4
Languages

Work History

Customer Lifecycle Program Lead

Amazon Prime Video
05.2022 - Current
  • Lead the team of Program Managers for Customer Lifecycle EMEA at Prime Video, driving engagement and subscription growth across EU locales
  • Coordinate cross-functional teams, including business, tech, and marketing, to optimize customer touchpoints, personalize content, and boost retention rates
  • Spearhead the EMEA strategy and oversee local program implementations, allocating resources based on regional and local needs.

Director of EU Retention

Audible, an Amazon company
01.2022 - 04.2022
  • Defined European Marketing Retention strategy, leading initiatives to enhance customer loyalty and increase subscription renewals
  • Implemented data-driven approaches to identify customer behavior trends and tailor marketing efforts for enhanced engagement
  • Coordinated with cross-functional teams to optimize the customer journey, reducing churn and improving overall satisfaction.

Director of Product & CX

Audible, an Amazon company
04.2017 - 12.2021
  • Led a cross-functional team (Product Marketing, Onsite Merchandising, Outbound) accountable for creating and improving the experience of Audible customers
  • With a primary focus on driving conversion and retention, along with maximizing LTV and revenues, led a team of 5 people
  • Covering for 1 year the VP of Marketing Italy and reporting to the EU Managing Director, I took on leadership of the business looking after for performance acquisition, business planning and other marketing disciplines such as ATL, brand communications, partnerships, content, community and affiliates.

Head of Global CRM

Foodora - Delivery Hero
05.2016 - 02.2017
  • Spearheaded global CRM strategies, leading a team of 5 to boost retention and engagement across Foodora’s local markets
  • Developed and implemented initiatives to elevate retention and cultivate high lifetime value customer cohorts.

Global CRM Manager

Foodpanda - Delivery Hero
02.2014 - 12.2015
  • Managed CRM campaigns globally, advising local teams on the planning and execution of effective marketing initiatives
  • Conducted daily analyses to evaluate retention performance and aligned strategies across diverse markets to ensure cohesive goals and actions.

CRM Manager Italy

Zalando
10.2011 - 11.2013
  • Oversaw CRM and Email Marketing initiatives for the Italian and European markets, implementing strategies to enhance customer engagement and loyalty.

Education

Bachelor of Economics and Commerce -

University of Naples Federico II
09.2008 - 05.2011

Details

01578 7664515, gianluca.gianna@gmail.com, linkedin.com/gianlucagianna

Timeline

Customer Lifecycle Program Lead

Amazon Prime Video
05.2022 - Current

Director of EU Retention

Audible, an Amazon company
01.2022 - 04.2022

Director of Product & CX

Audible, an Amazon company
04.2017 - 12.2021

Head of Global CRM

Foodora - Delivery Hero
05.2016 - 02.2017

Global CRM Manager

Foodpanda - Delivery Hero
02.2014 - 12.2015

CRM Manager Italy

Zalando
10.2011 - 11.2013

Bachelor of Economics and Commerce -

University of Naples Federico II
09.2008 - 05.2011

Similar Profiles

CREATE PROFILE
Gianluca GiannaCustomer Lifecycle Program Lead