Orit Vikinski Email & Phone Number

Tel Aviv District, Israel

Israel

A worldwide recognized body and home care brand, operated in 200 locations worldwide, for over 25 years.Establishing and leading the Global Customer Experience as a new profit center of the brand.Optimizing and enhancing the customer journey, ensuring exceptional customer service and support throughout their engagement with our brand. • Building and defining the brand’s CX mission. • Introducing a new omnichannel global loyalty program aimed at increasing customer retention by nurturing our existing customer base, helping recruit new customers, and maximizing customer lifetime value.• Develop a global CRM platform strategy that maps and refines the customer journey for a seamless, a positive experience at every touchpoint.• Implementing new track and trace customer experience SaaS platforms globally in all brand touchpoints. • Defining and improving Customer Churn Rate and reducing attrition.• Drafting a new Leadership Program for all global team members.• Creation Of Zero Detractor Program to ensure high customer loyalty and Net Promoter Score (NPS), Actively collecting and analyzing customer feedback to continuously improve our products and services.• Define and execute a global education toolbox and platform to improve skills and sales.• Implementing an e-commerce helpdesk customer service platform to enhance customer satisfaction and improve customer service by centralizing and streamlining customer interactions.

Tel Aviv, Israel

• Led and managed a team of regional franchisees in Europe & Asia.• Reported to the CEO.• Accountable for P&L of all franchises.• Custom-built quarterly business plans for each franchisee, analyzing performance and tracking compliance according to plan.• Conducted market surveys prior to launching new stores and built business plans for these territories.• Recruited, mentored and trained successful result-oriented retail sales managers.• Coached regional managers in building business plans, including KPIs, setting annual forecasts for each country based on country-specific business development objectives.• Co-worked with the corporate marketing team on key marketing messages and BTL advertising.

Tel Aviv District, Israel

• Reported to VP Sales and led the region to achieve a 15% growth in revenue.• Managed 15 branches, including 15 branch managers and 60 employees.• Created annual work plans, measurement & tools; monitored stores’ performance and revenue levels.• Formulated the sales strategy, methods, and tools per business goals and analyzed sales reports.• Introduced a framework for regional periodic meetings to review data, trends, and progress to plan and decide on campaigns / events / to increase revenue and profitability.

One of Israel’s leading Tests and Evaluations preparatory school chain.• Supervised a total of 50 team members.• Managed 13 frontal sales consultants and reported to the CEO.• Recruited, trained, and mentored the sales team and was responsible for their professional development. Provided tools, methods and annual feedback.• Developed annual work plans, satisfaction surveys and KPI tools to support business goals.• Liaised, on an ongoing basis, with the Ministry of Education, the National Institute for Testing & Evaluation and various other academic institutions.• Achieved a 30% increase in frontal sales.

Jerusalem Area, Israel

Bachelor'S Degree, Psychology & Criminology

Diploma Of Education, Ecommerce

Activities and Societies: E commerce, Digital marketing

Bachelor'S Degree, Psychology