• Managing on line/off line Customer Service&Care policy for MediaMarkt (and Saturn previously)- procedures alignment with customer law regulations- internal service and customer care procedures and processes creation- KPI’s reporting and verification- benchmarking with competition and market demands- omnichannel processes creation/implementation- Oracle Service Cloud tool implementation as a main tool for customer related issues across company and outsourced… Show more • Managing on line/off line Customer Service&Care policy for MediaMarkt (and Saturn previously)- procedures alignment with customer law regulations- internal service and customer care procedures and processes creation- KPI’s reporting and verification- benchmarking with competition and market demands- omnichannel processes creation/implementation- Oracle Service Cloud tool implementation as a main tool for customer related issues across company and outsourced partners• Managing of service teams in stores:- direct support in case of any operational issues and customer claims solving- problem solving with industry- coaching and training- KPI’s targeting, reporting and fulfillment• Cooperation with suppliers regarding warranty service delivery:- service contracts- processes alignment- main KPI’s tracking by regular meetings• Cooperation with service providers regarding warranty service delivery:- service contracts• Coordination of legal support:- direct relations with in house and outsourced lawyers• Cooperation with government institutions in the field of consumer affairs- formal correspondence- preparation of any needed materials• Inventing and implementation of extended warranty products:- pricing and product structure- conducting a tender procedure- service process creation - own service products- outsourced insurance products• Call Center set up:- concept preparation from scattered contact points with customers into single point of contact approach- conducting a tender procedure- alignment with MS Holding standards and processes- across company knowledge base creation- processes and procedures transition into new approach- customer care procedures creation within transition into new model- inbound sales of product and services (targets, bonus scheme, incentives)• Outsourcing partners management:- Call Center- Service Partners- Insurance companies (affinity products) Show less

Creating & implementing service business strategy for Poland, building service sales Customer satisfaction process, guidliness, optimalisation of service processes, P&L management.Controlling service & logistics costs (parts, supplies, labour etc.)Planning resources to optimize the amount and quality of serviceLean Six Sigma Project implementation(certified Green Belt).Cost optimalisation, service decentralization projects. Helpline management

Creating & implementing business strategy for CEE service organisation, creation of service network, building service sales(service packs, customer service agreements) unification of customer satisfaction programmes across CEE , guidliness, optimalisation of service processes, P&L management.Controlling service & logistics costs (parts, supplies, labour etc.)Planning resources to optimize the amount and quality of serviceLSS Project implementation.Cost optimalisation… Show more Creating & implementing business strategy for CEE service organisation, creation of service network, building service sales(service packs, customer service agreements) unification of customer satisfaction programmes across CEE , guidliness, optimalisation of service processes, P&L management.Controlling service & logistics costs (parts, supplies, labour etc.)Planning resources to optimize the amount and quality of serviceLSS Project implementation.Cost optimalisation, service decentralization projects Show less

managing service organisationP&L managementproduct lounchhelplinekey account service offeringsextended warranty offerings

- Polish subsidiary organization- official company representative- preliminary negotiations with suppliers- stuff recruitment and management- contacts with book keeping agency- reporting to mother company- administration procedures implementation and control- negotiations with companies planned to be bought by Ahlsell- new outlets preparation