Umberto Franchi

Umberto Franchi is an accomplished business operations leader with extensive experience in customer success and strategic management. Currently serving as the Business Operations Lead - Merchant Care at SumUp since January 2021, Umberto has defined and coordinated the Merchant Care strategy while leading cross-functional projects to improve efficiency and performance. Previously, in roles such as Customer Success Group Lead for the EU and Team Lead and Retention Expert for the EU POS Tribe, Umberto demonstrated expertise in scaling customer success organizations and driving retention and upselling across multiple countries. Earlier experience includes positions at Tiller, the International Air Transport Association (IATA), Technogym, and Elica, where Umberto honed skills in customer lifecycle management, marketing, and sales. Educational qualifications include a Bachelor's degree in International Economics, Management and Finance from Università Bocconi and a Master's degree in International Business from Business School Lausanne.