Pablo Sanchez Acosta

Built and scaled the Customer Success team and developed retention, renewal, and upselling strategies while leading client implementations and product pilots to improve NPS and reduce churn.

Built the Customer Success team and created client-centric processes while driving retention, loyalty, and upselling initiatives and maintaining KPI-driven client communication to improve NPS and reduce churn.

Implemented guest experience strategies and oversaw operations, events, rooms division and F&B, designing and executing the business and operational model to improve guest satisfaction.

Managed on-site sales and operations teams, opened and scaled Monterrey operations, and tracked KPIs including NPS, upselling, sales and service times to achieve growth targets.

Led hotel operations and staff development, implemented guest satisfaction and loyalty programs, and enforced branding and operational standards to improve performance.

Led the Customer Experience team for international trade shows, managed CRM reporting for executives, and developed retention, loyalty, and client experience strategies to meet commercial objectives.

Managed budgets, KPIs and operations for coworking and events, directed client experience and executed the business model to drive space performance and event delivery.

Managed loyalty program budget, built strategic partnerships, and designed campaigns, events and promotions to strengthen member engagement and program performance.

Completed a Master's in Integrated Marketing with focus on integrated communications and marketing strategy from 2011 to 2014.

Earned a Bachelor's degree in Hospitality Management with emphasis on hotel operations and guest experience from 2007 to 2011.