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Domínguez Ibarra Mario Arturo

@domnguezibarramarioa

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Customer Success leader at Amazon who designed a $17M seller lifecycle ecosystem and reduced support contacts by 12%.

Mexico

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What I'm looking for

I'm seeking a role where I can design customer success systems and journeys that improve adoption, retention, and customer advocacy. I'm available to relocate to London and for employer-sponsored relocation.

At Amazon, I designed and implemented a scalable Customer Success strategy for a $17M seller lifecycle ecosystem across Latin America. I redesigned the journey around proactive self-service, reducing seller support contacts by 12% year over year.

At AstraZeneca, I mapped lung cancer diagnosis pathways in Mexico and designed a multi-stakeholder intervention model. The Microsoft PowerApps tracking system and operating model I developed were adopted as the global standard across multiple Regional Business Units.

At Thermo Fisher Scientific, I owned the post-sales client experience across more than 200 clinical research programmes in 28 countries. I redesigned delivery touchpoints and service architecture, contributing to a 26% year-on-year increase in client satisfaction while maintaining regulatory compliance.

At Procter & Gamble, I redesigned the customer journey for healthcare brands and retail customers, improving retention by 45% year over year. I bring that same focus on journey architecture, measurable adoption, and customer outcomes to complex, regulated environments.

Experience

Work history, roles, and key accomplishments

Senior Programme Manager

Amazon

Jan 2025 - Jan 2025 (0 months)

Owned end-to-end post-sales seller lifecycle ecosystem across Latin America, reducing support contact volume by 12% YoY and delivering 193,462 learning interventions with 96.4% CSAT.

customer success strategy Journey Mapping KPI Frameworks CSAT User Adoption Cost To Serve Performance Management Coaching Data Analysis

Oncology Ecosystem Strategist

AstraZeneca

Jan 2024 - Dec 2024 (11 months)

Conducted end-to-end journey mapping for lung cancer diagnosis pathways, designing a multi-stakeholder intervention model and implementing a real-time digital tracking system adopted globally.

Customer Journey Mapping Human Centered Design Stakeholder Alignment Microsoft PowerApps Balanced Scorecard KPI Frameworks Compliance

Associate Director, Clinical Research & Project Delivery

Thermo Fisher Scientific

Jan 2022 - Dec 2024 (2 years 11 months)

Owned post-sales client experience for 200+ clinical research programmes across 28 countries, increasing CSAT by 26% YoY and maintaining 100% regulatory compliance.

Client Success Regulatory Compliance SLA Management Risk Monitoring Ticket Escalation Models Cross functional Leadership Performance Management CSAT

Senior Manager — Healthcare Category

Procter & Gamble

Jan 2023 - Dec 2023 (11 months)

Held P&L accountability for healthcare brands across LATAM and North America, achieving 45% improvement in retail customer retention and +8% revenue growth.

P&L management Customer Journey Mapping Human Centered Design Retail Customer Retention Market Penetration Commercial Investment Talent Development

Chair, Evaluation Committee & Global Innovation Mentor

iGEM Foundation

Jan 2012 - Dec 2023 (11 years 11 months)

Led international fundraising, designed inclusive evaluation frameworks, and mentored 20+ interdisciplinary teams, enabling underrepresented Latin American teams to access global scientific platforms.

Fundraising Evaluation Frameworks Mentorship Interdisciplinary Collaboration Global Outreach

Senior Project Manager, Clinical Research

Thermo Fisher Scientific

Jan 2021 - Dec 2022 (1 year 11 months)

Participated in global M&A integration strategy for PPD acquisition and designed strategic delivery plan for a COVID-19 vaccine clinical programme, managing 26 direct reports.

M&A Integration Cultural Alignment Homologation Strategic Planning Clinical Program Management SLA Frameworks Compliance

Environmental Operations & Infrastructure Manager

BIOENVIRO

Jan 2012 - Dec 2021 (9 years 11 months)

Directed regulatory compliance and governance across 10+ critical infrastructure facilities, maintaining 100% compliance and implementing monitoring frameworks for operational transparency.

Regulatory Compliance Governance Infrastructure Management Monitoring Frameworks Audit Readiness

Education

Degrees, certifications, and relevant coursework

IPADE Business School

Master of Business Administration (MBA), Business Administration

2023 - 2025

Activities and societies: Academic Excellence Scholarship — Inspira Líderes, Apuesta por México

Pursued a Master of Business Administration (MBA) with a full scholarship awarded on merit, professional achievement, and social contribution.

Instituto Politécnico Nacional

BEng Biotechnological Engineering, Biotechnological Engineering

2011 - 2020

Activities and societies: Academic Excellence Award 2019 & 2020

Earned a Bachelor of Engineering in Biotechnological Engineering with a research specialisation in genetic engineering and molecular biology, receiving Academic Excellence Awards in 2019 and 2020.