Astrid Russo

Partnered with the CEO to translate strategic priorities into operational programs and drive execution across business units, including M&A readiness, organizational restructuring, and exit strategy planning. Delivered measurable results including a 39.7% headcount reduction, +25% EBITDA improvement, 107% increase in eNPS, and led the Virtual Data Room initiative for due diligence.

Defined and executed the Account Operations vision, aligning global teams across Sales, Services, Product, Finance, and Legal around shared objectives. Increased operational efficiency by 35% through process optimization and coached 15 global team members to improve retention, engagement, and professional development.

Supported refinement of Account Operations strategy and internal processes to improve efficiency and adaptability. Managed and escalated resolution with cross-functional stakeholders and mentored global staff to strengthen resilience and consistent service delivery.

Designed and deployed customer service strategy, including KPI frameworks, team structure, and operating models to scale with business growth. Drove employee onboarding and coaching, managed escalation processes while protecting customer satisfaction, and created service documentation to ensure consistent delivery.

Established and managed international sales teams by recruiting and training staff to scale operations across markets. Developed business cases for product opportunities, supported acquisition pitches to expand the organization, and provided DACH account management to sustain business relationships.

Launched a sales strategy that reinvigorated departmental momentum and expanded growth opportunities. Managed and motivated a 15-member sales team, defined KPIs and targets, and led monitoring practices while performing market segmentation and account assignment analysis.

Embedded performance metrics and data-driven insights into daily operations to drive continuous improvement. Implemented scalable tools and frameworks, delivered value-creation workshops, and used escalation monitoring to identify structural weaknesses and improve profitability and growth.

Implemented strategies to expand Customer Support and Customer Success operations to strengthen client retention and operational stability. Streamlined sales operations processes and served as a primary liaison for stakeholder communication between leadership and operational teams.

Oversaw global development projects by balancing performance monitoring, troubleshooting, and stakeholder engagement to deliver reliable advertiser outcomes. Led cross-functional communication across Sales, Operations, and Product and recruited, trained, and managed junior project managers while producing project documentation and reporting.

Designed and executed onboarding content for new hires across multiple departments to improve consistency and accelerate time to full productivity. Delivered operational training on policies, tools, and processes and led monthly performance assessments to guide targeted development.

Completed a job trainee program at Hilton Munich City from 2005 to 2007.

Studied Business Economics at the University of Duisburg-Essen from 2003 to 2005.

Completed an entrance diploma at Comprehensive School in 2003.

Completed a student exchange at Santa Rosa High School from 2000 to 2001.