Anna Marchi

Since 2021, Head of Customer Operations at ITA Airways (member of the Steering Committee): responsible for customer care strategy and related operations worldwide. From the early stages of ITA Airways’ start-up, she was in charge of designing, managing, and enhancing the customer experience across multiple touchpoints. In April 2022, she led the transformation and insourcing of customer service for the Italian market. She currently manages a team of about 400 people dedicated to B2B and B2C customer assistance, customer relations, and passenger re-protection. She oversees all procedures and processes governing customer service activities, aiming to deliver excellence in line with industry best practices and a continuous improvement mindset.

Before 2021, she held executive roles mainly in Customer Operations and Brand Management for Stellantis, FCA, and CNH Industrial in several European countries.