Creation and development of the full Customer Value Management perspective and department in terms of:STRATEGY & BUSINESScreating and implementing a complete customer life cycle strategy, including market analysis and needs recognition, onboarding, cross-sell, loyalization, anti-churn, win back and othersprocess management and end-to-end responsibility for constant improvement of the productleading and managing customer segmentationstrategic management of campaigns to ensure business development through top-notch contact plans, trainings, seasonal actions etc.sales funnel optimisationproject management and ownership of a number of additional CVM initiatives, including budgeting, planning and supervision on cost and deadlinemaintaining campaigns, through potential analysis, generating databases and following structured contact plansproject ownership of the complete InPost re-pricing scheme and part of creating the pricing strategyresponsibility for “Go to market” strategies for new productsresponsibility for customer experience and all processes at the interface with the clientANALYSIS & RECOMMENDATIONScustomer value process analysis and improvement recommendationshaping processes and metrics that increase efficiencycampaign management and analysis in terms of effectiveness and imrpovement of KPIsmarket analysis in terms of trends and consumer behaviourcreating and consolidating other analyses for the needs of customer value developmentLEADERSHIP & COOPERATIONmanaging the workload and effectiveness of the Customer Value Teampeople development and maximization of the potential of individualsstakeholder managementeffective cooperation with a variety of internal teams and external partnersbuilding strong business relationships

managing 11 professionals in 3 teamsresponsibility for the complete customer life-cycle and reduction of customer departurescustomer value management: segmentation, setting metrics to measure customer sales and retention channels, constant improvement of customer experienceproject management of additional initiatives involving CVM (CRM tools, system changes at the IT business level etc) including multimilion projects involving budgeting, scheduling, comission managementvalue based sellingmarketing research and analysis for business growth and optimization recommendationreporting the results directly to the company's management board

responsibility for customer retention strategies and customer loyalty processleading a team of 3budgeting, forecasting and setting targets for operational departmentsdesigning marketing research in cooperation with Marketing Research Team

acting Head since Februaty 2015building and implementing the customer contact strategy through CRMcustomer trends and market analysis to create the base offertraining, operational and process support for sales channels

Successfully running a number of CVM projects that generated a visible increase in business for UPC in the CEE region.