Vladimir Greavu

Head of Customer Service @Berlin Brands Group

Germany👍 Sales & BizDev🧨 Consulting💸 MarketingCRM manager

Vladimir Greavu is an accomplished customer service professional currently serving as the Head of Customer Service at Berlin Brands Group. He brings to this role a wealth of experience, having worked in customer service for several years across different industries. Vladimir is recognized for his exceptional leadership skills and his commitment to delivering high-quality customer experiences. His expertise includes customer relationship management, team leadership, and process improvement. Vladimir's strategic approach to customer service has been instrumental in driving customer satisfaction and loyalty at Berlin Brands Group.

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Work Background

Berlin Brands GroupDirector of Customer Service

Jun. 2023Berlin, Germany · HybridResponsible for the entire customer service function for Western Europe - direct and develop the outsourced service delivery teams across all marketplace activities and managing the 2nd level in-house Marketplace and BO team. Ensuring delivery of KPI’s across the customer experience and service delivery metrics band, responsible for budget and strategy development, achievement of financial goals, vendor relationship and contract management as well as implementation of future-proof and AI driven CX strategies.

Just Eat Takeaway.comHead Of Customer Service Germany and Austria

May. 2021 - Jun. 2023Berlin, Berlin, GermanyService Delivery Lead for more than 300 staff members of the CS internal organisation - servicing consumers and partners through multiple Customer Service Tiering activities across DEAT markets (via phone, ticket and chat). Servicing food and grocery delivery-related inquiries for consumers and restaurant partners. Focused on customer satisfaction and building partner relationships while ensuring operational excellence and continuous improvement.

WebhelpDirector Of Operations

Nov. 2019 - May. 2021Berlin Area, GermanyService Delivery Lead for a top Global Travel industry client - servicing multiple Customer Service Tiering activities across DACH and other EMEA markets and overseeing a large hybrid delivery team. Focused on CX success and building strong client relationship while ensuring operational excellence and business profitability. Priorities also evolve around developing the talent required to execute the business strategy and provide competitive advantage

Majorel GermanyGlobal Customer Care Operations Leader

Jul. 2019 - Nov. 2019Berlin Area, GermanyGlobal Tech project leader for Berlin site, responsible for full ramp-up of CS setup, managed a successful team extension, framework building and Global policies implementation

GENPACTEurope Operations Frontrunner - BFSI and Hi-Tech Vertical

Dec. 2014 - Jun. 2019Bucharest, RomaniaEuropean Operations and PMO Lead for more than 150 staff members for a broad Banking, Financial Services and Insurance (BFSI) and Hi-Tech clientele portfolio, encompassing two Swiss International competitors, three prominent Banking and Financial Services Institutions as well as two Hi-Tech Services Companies - servicing F&A, S2P, SCM and Insurance Operations processes out of Romania and Poland. Aptly leading Operational Improvement and Transformation projects. Managing profit & loss, customer success and strategic alliance development, commercial contracts and business expansion as well development and mentoring for direct reports. Key Contributions:  Aptly manages P&L and contracts for 6 logos and drives strategic relationship development  Successfully attained Six Sigma Green Belt and CIPM Certifications and performed on projects that have rendered client profits over 10 MM USD.  Driving Digital automation and value generating roadmaps by leading sizeable transformation projects as PMO with impact on auto-cash, auto-GR, e-invoicing, vendor master data, PR compliance. Actively leading process standardization efforts and tool deployments (including Salesforce-based solutions, Coupa).  Successfully led process improvement initiatives, helping to streamline DSO, Cash Flow, PO and Catalogue Penetration, Applied Cash, Ledger Reconciliations, Vendor Discount Capture and other industry-related process KPI and metrics, offering customers a superior process experience and financial impact.  Improved Finance Controllership and General Ledger process delivery accuracy for one of the Hi-Tech customers.  Oversaw several Operations transitions with First Time Right results  Participated in several RFP processes and orals for new deals (as dedicated Ops SME) and in renegotiations for extensions of existing contracts.  Mentored imminent company talent pursuing managerial careers.  Improved client satisfaction ranking more than 40% in less than 18 months.

GENPACTSource To Pay Operations Manager

Nov. 2012 - Nov. 2014Bucharest, RomaniaDirected a unit of 80 staff members in Sourcing, Procurement and Accounts Payable Activities for a Worldwide Swiss Insurance dominant. E2E Operations Management of the contractual relationship from transition phase to implementation, change management in the customer organization, scale ramp up, consolidation and value added improvement projects. Key Contributions:  Nurtured and strengthened customer relationships that helped promote the company brand and business expansion.  Developed and regulated P2P Operations from an end-to-end viewpoint. Actively secured contractual commitments and meeting of Key Performance Indicators for P2P by constantly delivering Operational excellence and process improvement initiatives to the customer e.g. through Global Paid On Time improvement initiatives. Owner of Governance, Customer relationship and strategic development.  Auspicious team navigator with a low turnover percentage under 20% annually. Initiated a staff apprentice agenda which motivated high performance and moral.

GENPACTHR Business Partner

Mar. 2011 - Nov. 2012Bucharest, RomaniaManaged a group of 300 people for Business HR, Knowledge Management, Talent Development and succession planning. Monitored compliance to HR policies and processes for a transparent and merit based organization, in line with local employment legislation. Managed and controlled salary increase and promotion guidelines across. Managed and optimized controls for HR/Training Common Minimum Practices across accounts. Managed HR customer interactions on an account level together with Operations. Lead performance management processes across accounts. Achievements:  Turned HR strategy into key actions and deliverable and drove completion against them to reach overall business results.  Provided tailored HR support and people solutions to the internal customers and to a banking Shared Services setup division in Germany  Drove HR/Training standardization and best practice sharing across processes, accounts, sites.

GENPACTHR Manager

Apr. 2010 - Mar. 2011Bucharest, RomaniaFront-lining HR responsibility for a specific customer Operations group (around 200 employees) Achievements:  Successfully coordinated HR projects with regional impact  Actively participated in the long term business planning process in order to align the human resources strategy in accordance to the business plans.  Continuously developed and implemented people development plans and strategies that prepare the workforce and management for future business challenges  Efficiently managed and optimized controls for HR processes

GENPACTFinance and Accounting Operations Manager

Nov. 2008 - Apr. 2010Bucharest, RomaniaSkilfully coached 25 direct reporting staff members in Finance and Accounting for multiple entities of a worldwide Fortune 500 manufacturer headquartered in the United States. Steered group performance and adhered to appraisal guidelines, as well as Service Legal Agreements. Nurtured ongoing alliance with client’s proprietors. Point of contact for all client/staff inquires and grievances. Key Contribution:  Maintained authority over the application of end to end technique enhancements for the Genpact corporation rendering operational eminence.

Oracle RomaniaBusiness Projects Manager

Mar. 2007 - Nov. 2008Bucharest, RomaniaLead a team of 7 people dealing with fulfillment of various support business projects with Global level impact Achievements:  Won the Customer Services Team Pacesetter Award winner for Q3 FY08 - Awarded by Global LOB Management level  Contributed to enhancing the Romania Global Center`s image in EMEA and globally by achieving outstanding results in important projects with high global level exposure

Oracle RomaniaSupport Renewals Specialist

Jan. 2005 - Mar. 2007Successful fulfillment of Standard Renewals revenue targets in DACH territory: Austria, Germany and Switzerland. Succesfull Ad-Interim Acting Team Leader role for a group of 16 people over a period of 3 months. Performance management and decision making exposure

Wiener Städtische Versicherung AG - Vienna Insurance GroupMarketing Assistant / Key Account Manager @ UNITA

Dec. 2003 - Oct. 2004Bucharest, RomaniaSupported the agenda of the DGM and provided German language translations and meeting interpretations. Supported all marketing activities and contributed to Implementing marketing strategies for the Romanian GI consumer market. Provided external PR support by creating press releases and releasing media advertising ads. Generated sales and marketing reports and managed the internal communication between HQ, regional branches and Group HQ in Vienna. As a Key Account Manager, I have managed middle-sized key accounts and identified business opportunities with Austrian companies in Romania. Key Achievements: Successful PMO role for designing and launching a new product (Complete Business Insurance Package for Small and Middle-Sized Companies).