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Work Background
Enehano Solutions - Salesforce Partner for Complex Enterprise ProjectsPrincipal Business Consultant
Nov. 2021Prague, Czech RepublicEnehano blends business & IT with a special focus on automating marketing, sales, service and back-office processes.
Enehano is a trusted Salesforce Gold Partner for Finance, Insurance, and Telco enterprises & Hight-Tech startups. My responsibilities:
☞ Definition of CRM Business Strategy & Blueprint, improvement of Customer experience via integrated communication tools, unification & co-ordination of interactions with customers, optimisation & automation of opportunities management.
☞ End to End implementation of Business and IT strategical projects with focus to Marketing, Sales, Service and e-commerce capabilities.
PwC Czech RepublicTechnology Consulting
Apr. 2019 - Jun. 2020Prague, The Capital, Czech RepublicTechnology Consulting in the area of Telecommunication Industry.
Focus to multichannel CRM solution, Business Intelligence, Artificial Intelligence and Robotics Process Automation.
Program management and Quality Assurance - Scope, resources and budget management, risk and issues management.
Definition of the Business Blueprint including the definition of detail business requirements and the IT solution design, delivery and systems integration.
T-Mobile Czech Republic a.s.CRM and B2B Digital Transformation Director
Sep. 2018 - Mar. 2019Prague, The Capital, Czech Republic• In addition to the previous position new responsibility for the B2B Digital Transformation for T-Mobile CZ and Slovak Telekom
• Definition of the strategy and responsibility for implementation of B2B digital products, web pages, e-care and e-sales portals and applications for mobile devices
• Realization of the strategy and implementation of the products and tools via Agile Projects and Strategic Teams
T-Mobile Czech Republic a.s.Vice President CRMNG
Jan. 2014 - Aug. 2018Prague, The Capital, Czech Republic• End to End responsibility and management of the CRMNG project
• Management of the Business transformation – definition of the segmentation, product portfolio, contract management, channel management, customer service and sales processes for B2C and B2B segment including merge with GTS and T-Systems Czech Republic
• Management of the IT transformation – definition of the new CRM domain architecture and its implementation including infrastructure preparation, testing, training, cut-over, migration and stabilisation
• Definition of the strategy and End to End responsibility for the implementation of voice and chat automated intelligence Virtual Assistant • Definition of the strategy and End to End responsibility for the implementation of Robotics Processes Automation tool
T-Mobile Czech Republic a.s.Vice President Programme Management
Jul. 2011 - Dec. 2013Prague, Czech Republiv• Delivery of the strategic international Business and Technology Programmes in T-Mobile CZ
• End to End responsibility and management of the CRMNG project
• Definition, implementation and management of long term strategic framework for multi-project management, priority management and resources management (people, money).
• Programme and Projects Roadmap preparation, development and continuous programme and project delivery.
T-Mobile Czech Republic a.s.Vice President Marketing Services
Jan. 2007 - Jun. 2011Prague, Czech Republic• Management of CRM activities (loyalty and retention, contract management, up-sell and x-sell, campaign management)
• Definition and implementation of pricing strategy and pricing of all relevant propositions.
• Customer Insight management (market research, data mining, data analysis)
• Management of Telco Relations (Roaming and interconnection Telco partners management)
T-Mobile Czech Republic a.s.Head of Market Segment
Aug. 2002 - Dec. 2006Prague, Czech RepublicManagement of Consumer Post-paid segment activities across the company with focus to Marketing, Sales and Customer service.
Responsibility for segment Financial (Revenue, EBITDA) and Loyalty (Churn, TRIM, NPS) KPIs
T-Mobile Czech Republic a.s.Customer Service Back Office and CRM operation Manager
Feb. 2001 - Oct. 2002Prague, Czech RepublicManagement of Complaints and Customer Service Support activities.
Management of operational Retention and Loyalty activities.
T-Mobile Czech Republic a.s.Credit Unit Manager
Feb. 2000 - Jan. 2001Prague, Czech RepublicManagement of Activation, Credit Check, Invoicing, Payments and Collection activities.
Fraud management.
T-Mobile Czech Republic a.s.Customer Service Processes Manager
Oct. 1998 - Jan. 2000Prague, Czech RepublicDevelopment and implementation of Custemer Service processes.
Development and implementation of SW tools: CRM, Billing, Invoicing, Collection, Fraud, Credit Check.
T-Mobile Czech Republic a.s.Head of Customer Services Planning, Controlling and Reporting Team
Sep. 1997 - Sep. 1998
T-Mobile Czech Republic a.s.Member of Customer Service Planning, Controlling and Reporting Team
Jan. 1997 - Sep. 1997
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