Liliane Bernardes Santana

Judge
DISC Type : Dc

Periodo Sabatico at Pausa para desenvolvimento pessoal e familiar

São Paulo, São Paulo, Brazil

Overview

Liliane Bernardes Santana is a seasoned executive with over 20 years of experience in customer experience and retail operations. As the former Director of Customer Excellence at Grupo Boticário, she transformed customer service into a strategic pillar for growth. She holds an MBA from FIA Business School.

Currently on a sabbatical for personal and family development, Liliane is taking a strategic pause to recharge, pursue new knowledge, and spend quality time with her family. She is passionate about creating customer-centric cultures and developing high-performance teams driven by innovation and exceptional results.

Her leadership was instrumental in Grupo Boticário winning three awards at the prestigious Prêmio Consumidor Moderno.

Personality Overview

Fast But Wary

Objective Thinker

Generally Skeptic

They do not care very much about building rapport or relationships.  They put a lot of effort into ensuring personal success. They prefer to move quickly, and expect the same from others.

Topics They Care About

Customer Centricity
Passionate about creating customer-centric cultures and transforming service into a competitive advantage. She was recognized in the Hall da Fama at the Prêmio Consumidor Moderno for her work.
Omnichannel Experience
Focuses on implementing effective omnichannel strategies that connect technology, efficient processes, and a genuinely human approach to generate value for both customers and the business.
Humanized Leadership
Described by colleagues as a leader who manages with humanity, keeping teams motivated. She focuses on building high-performance teams passionate about innovation.

Media Appearances

Liliane has no verified media appearances

Work History

8-2025
Periodo Sabatico at Pausa para desenvolvimento pessoal e familiar
1-2021 - 8-2025
Diretora de Excelencia ao Cliente at Grupo Boticário
1-2019 - 12-2020
Diretora Comercial de Operações Lojas Proprias OBoticario at Grupo Boticário
7-2017 - 12-2018
Gerente Canais - The Beauty Box at Grupo Boticário
1-2011 - 6-2012
Gerente Estratégia de Canais at Banco Santander

Education

2009 - 2011
Master of Business Administration - MBA from FIA Business School
2004 - 2006
Postgraduate Degree from FAAP - Fundação Armando Alvares Penteado

More Information

Social Presence :

Prographics :

Exp : 18 Location : São Paulo, São Paulo, Brazil Job Level : N/A Designation : Periodo Sabatico at Pausa para desenvolvimento pessoal e familiar
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Insights For Selling To Liliane

During A Call Or A Meeting

DO's

  • Objectively showcase the impact that your product creates
  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Don’t be in a rush to invite them for a social meet and greet

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Liliane is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Liliane

  • If they are not convinced, they will say no without any hesitation.

Insights For Deal Planning

    How fast (or slow) will Liliane move?

  • If convinced, they can reach decisions quite fast.
  • Can Liliane take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Liliane

Personality Compatibility


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