Pioneering innovative strategies and commercial programs for customer experience (CX), aligning with the global regional strategy SOP umbrella, or adapting them based on local specifics. Focused on attracting new consumers and ensuring early retention for smoke-free products by understanding consumer journeys and pain points. Serving as the authoritative consumer voice, continuously improving user experiences to facilitate ongoing sales expansion. Key responsibilities include spearheading the execution of Customer Experience via Consumer Journey initiatives, driving impactful Customer Acquisition Programs, and managing lead generation, Lead Nurturing, and Database Enrichment. Overseeing Strategy and budgeting to understand evolving consumer needs and expectations while strategically expanding sales channels.• Established and executed a new Referral Program, achieving 10-15% of monthly product acquisitions, with a 90 NPS score and a 72% full product adoption rate post-purchase.• Revamped post-purchase engagement with the After-Sale Concierge Service Program, achieving a 75% early adoption rate, a 92 NPS score, and a 15% reduction in retention costs, earning an "Above and Beyond Call of Duty" recognition and subsequent implementation at the European level.• Revitalized lead generation through paid media campaigns and call-to-action messages and implemented an app for traditional trade retailers, driving around 2,000 leads with a 20% conversion rate.• Enhanced data collection and targeting strategies for unconverted leads, achieving a 5% re-conversion rate through personalized communication campaigns.

Challenged with leading the establishment and management of a comprehensive Call Center in alignment with global management and SOP guidelines, overseeing key streams: Sales from Leads via Phone, CRM database enrichment, After-Sale Concierge Consultancy, and Outbound Campaigns. Managed Contact Service, Customer Support, Operations (Capacity Planning, Forecasts), Phone Sales, Customer Retention, Outbound Campaigns, and Acquisition Channel Strategy & Budgeting. Implemented workforce management strategies for optimal efficiency, employee performance, and seamless operations. Developed and executed comprehensive acquisition and retention strategies.• Orchestrated design of structures, processes, and vendor contracts, resulting in a 30% reduction in acquisition cost and a 35% decrease in retention cost. • Achieved a 9-13% monthly sales contribution, a 75% early adoption rate in retention, and an 80 in Channel NPS. • Received recognition award for exemplary contributions, managing a 25M euros budget with a team of 150 staff, including 10 direct reports.• Improved operations by implementing CTI (Computer Telephony Integration), achieving a 93% capacity planning accuracy, reducing AHT (Average Handling Time) by 45%, and maintaining an average occupancy of 82% with ~22% shrinkage.• Revitalized lead-to-sale conversion, achieving a 7% increase from 28% to 35% through strategic measures, including SMS, day 14 follow-ups, and agent bonus schemes centered on three KPIs.• Improved response rates and offer acceptance in consumer programs through validated tests, achieving a remarkable 43% response rate (up from 34%) and a 32% offer acceptance rate compared to the previous 21%.• Restored customer engagement with an outbound campaign, achieving a 16% return rate and reducing abandonment from 7% to 5% through strategic use of CRM data and targeted solution matrix development.

Stepped in to strategically drive engagement in HORECA, amplifying share of voice while achieving significant sales growth in the Direct Sales sector. Led dynamic initiatives across HORECA and Direct Sales, focusing on strategic planning, segmentation, trade marketing, and executing consumer engagement programs, including event organizing, for heightened awareness in HORECA. Simultaneously managed the sales force, executing deployment programs with a primary emphasis on optimizing sales volume in Direct Sales. Managed a budget exceeding 1M euros per year, steering financial resources for impactful outcomes.• Enrolled approximately 500 new consumers monthly in the CRM database and achieved a 56% conversion rate from product trial to purchase by initiating and executing a Trial Program in the HORECA Channel.• Transformed lead generation, sourcing approximately 150 monthly leads across Bucharest via the impactful Barman Unicode Program in the HORECA Channel, achieving a 27% conversion sales rate.• Drove transformative change in the sales ecosystem, leading a strategic PMO project that organically increased product sales to 35% of the total company sales.• Launched a successful Subscription Program, enabling consumers to acquire products in instalments, with the official site accounting for a substantial 7% of total sales.

Drove the optimization of distribution metrics, significantly enhancing operational efficiency in managing volumes, numeric invoicing, numeric handling distribution, weighted distribution, strike rate, availability, and forecasting. Oversaw Trade Marketing Team Management, including bonus scheme implementations, monitoring activities, motivating teams, and maintaining effective control.Navigated traditional trade and key accounts retail partnerships strategically, ensuring seamless integration of distribution objectives and trade marketing initiatives for sustained business success.• Revolutionized business strategies, achieving a 45% increase in volumes, a 29% rise in profitable contracts, and a 54% boost in average SJU-s/Shops by addressing high out-of-stock rates in Traditional Trade through a new commercial program and innovative contracts.• Revitalized sales strategy, shifting focus from Key Accounts to Traditional Trade, implementing dedicated Sales Agents and a targeted bonus scheme, resulting in an 11% volume increase and a 4% reduction in out-of-stock incidence within a year.• Demonstrated transformative leadership, restructuring Sales Supervisors' approach and management to achieve a 17% volume increase, a 19% reduction in delay payments, and elevating Numeric Handling Distribution from 75% to 79%.

Orchestrated end-to-end regional strategy development and execution across 6 Moldavian counties in a dynamic B2B and B2C environment. Led dynamic initiatives, including launching new products, overseeing direct sales management, driving consumer activation, managing commercial projects, and serving as budget owner. Achieved success in aligning strategies with business goals, contributing to regional growth and market expansion.• Achieved a 4% increase in total country sales by expanding the footprint while strategically identifying prime locations, orchestrating seamless collaboration between stakeholders, ensuring efficient deployment, and successfully hiring and training personnel to open two stores in the new region.• Attained a +22% reconversion rate by implementing solutions derived from a comprehensive matrix in a reconversion program developed to boost rates.• Achieved a 35% conversion rate from referrals to sales by introducing a competition-based reward system for Sales Consultants, encouraging referrals after successful meetings as 30% of newcomers actively participated in the referral program, enhancing overall business performance.

Drove impactful sales channel development and activation strategies, leveraging data-driven insights and collaborative stakeholder engagement. Led and supervised direct sales teams and company point of sales, ensuring effective deployment of consumer activation initiatives. Generated 10K+ product sales in just 2 months by championing the launch of IQOS Caravan—an innovative concept featuring a wheel caravan. Orchestrated negotiations, logistics, and team leadership to ensure the initiative's success.

Supervised a distributor's team of 5 agents, overseeing optimal distribution, managing overdue payments, and minimizing stockouts for approximately 500 clients in Bucharest. Directed merchandising initiatives and optimized client visit frequency to ensure efficiency, achieving favourable outcomes measured by key metrics such as numeric invoicing and strike rate.

Implemented impactful campaigns and negotiations with retailers to enhance product visibility, foster key partnerships, and increase traction for company products in the designated area.

People Supervising | Consumer Profiling | Reporting

Prospecting | Direct Sales | Consumer Satisfaction

Negotiating | Consumer Empathy | Loan Risk Analysis