Roma Y.

Enthusiast
DISC Type : i

Sr. Director, Customer Experience (Global DTC & Marketplace) at Ruggable

Los Angeles, California, United States

Overview

Roma Y. is the Sr. Director of Global Customer Experience at Ruggable, specializing in DTC and marketplace operations. A UC San Diego graduate, she has a proven record of leading CX teams at high-growth companies like Dr. Squatch. She is recognized for developing data-driven strategies and fostering team growth.

Based on her public activity, Roma is passionate about career development and celebrating team achievements. She actively shares professional milestones and expresses gratitude for her peers, emphasizing a focus on collaboration and appreciation within her professional community.

Roma was nominated for an AICX Top CX leader award, recognizing her as one of the most talented leaders in the customer experience field.

Personality Overview

Consensus Focused

Non-Confrontational

Amiable & Agreeable

They are more about building relationships than just cutting deals.  Unlike D or C types, they are convinced more by stories and testimonials. They tend to be agreeable by nature, so take their promises with a pinch of salt.


Topics They Care About

Global Customer Experience
Leads global DTC and marketplace customer experience at Ruggable, with previous leadership roles at Dr. Squatch focused on scaling CX operations.
Data-Driven CX
Leverages detailed data and robust ticket tagging systems to gain insights, track recurring issues, and improve overall customer satisfaction.
AI in CX
Has discussed the emerging role of AI in the customer experience field, indicating an interest in leveraging new technologies for service improvement.

Media Appearances

Roma has no verified media appearances

Work History

9-2025
Sr. Director, Customer Experience (Global DTC & Marketplace) at Ruggable
3-2025 - 9-2025
Director, Customer Experience (Global DTC & Marketplace) at Ruggable
8-2024 - 3-2025
Sr. Manager, Customer Experience (Global DTC & Marketplace) at Ruggable
12-2021 - 8-2024
Manager, Customer Experience (Global DTC & Marketplace) at Dr. Squatch
3-2017 - 12-2021
Manager, Omnichannel Service & Enablement (Retail) at Anthropologie

Education

Bachelor of Arts - BA from UC San Diego

More Information

Social Presence :

Prographics :

Exp : 9 Location : Los Angeles, California, United States Job Level : Senior Designation : Sr. Director, Customer Experience (Global DTC & Marketplace) at Ruggable
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Insights For Selling To Roma

During A Call Or A Meeting

DO's

  • Invite them for a lunch or a drink/coffee
  • Refer to interesting customer testimonials and stress on great customer experience
  • Ask them how their day is going or exchange some other pleasantries

DONT's

  • Don’t be excessively objective, be like a storyteller with them
  • Avoid overloading them with too much information
  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Roma is

  • Relationships and rapport matter to them, but so does the value of the product.
  • Will you ever get a clear answer from Roma

  • They are unlikely to say no directly.

Insights For Deal Planning

    How fast (or slow) will Roma move?

  • They are not very fast decision makers, even while they continue to stay engaged.
  • Can Roma take some risk or not?

  • If it seems really necessary, they can take small risks.

You And Roma

Personality Compatibility


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