Mauricio Santos

Lead communication strategy and brand management across six hospitality brands, ensuring consistent positioning, customer experience and commercial communication across digital and physical channels.

• Developed and executed integrated communication strategies across digital and physical customer touchpoints.
• Led brand positioning, messaging and creative direction across multiple brands and channels.
• Increased online reservations from 7.3% to 31% by developing and implementing a stronger digital communication strategy.
• Grew the flagship restaurant's Instagram audience from 4,000 to 11,000+ followers through ongoing content and communication strategy.
• Managed communication and branding simultaneously across six hospitality brands.
• Managed relationships with media, strategic partners, suppliers and external agencies.
• Led copywriting for websites, campaigns, social media and email marketing.

Supported communication and service design projects, connecting customer research, strategic communication and creative execution across digital and physical touchpoints.

• Transformed qualitative research into personas, service blueprints and customer journey artefacts.
• Developed communication materials supporting service design and innovation projects.
• Connected research insights, strategic communication and creative execution across customer touchpoints.
• Designed educational materials, e-books and presentations supporting client engagement.

Supported the communication and marketing strategy of one of Brazil's leading technology associations, connecting members, sponsors and the innovation ecosystem.

• Managed a creative/marketing team, coordinating priorities, responsibilities and delivery across multiple projects.
• Established workflows, SLAs, POPs and sprint-based processes to structure the team's day-to-day work and improve delivery.
• Planned and executed communication and marketing initiatives for technology companies and innovation-focused organizations.
• Managed and delivered events for technology companies, coordinating communication, creative materials, stakeholders and operational requirements.
• Developed and launched landing pages to support campaigns, events and marketing initiatives.
• Planned and executed social media strategies, contributing to audience growth and stronger digital presence.
• Combined design, content, digital communication and marketing execution across multiple customer and stakeholder touchpoints.
• Worked directly with clients and stakeholders to translate business and communication objectives into practical creative solutions.

Before the roles above, I worked across marketing and design in freelance and in-house settings, building the foundation that later became a focus on communication strategy and brand management.