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Work Background
AppleeCommerce CX Manager
Dec. 2021Londyn, Anglia, Wielka BrytaniaDriving the CX and overall business roadmap for Apple’s Amazon business focused on growing sales while managing optimal Apple CX. Colaborating with x-functional organization (i.e. marketing, media, sales) in design and delivery of marketing campaigns. Driving Worldwide Affordability, and European Business and Student programs. Leading new product introduction to the marketplace. Closely managing the Search, Product Detail Page and Brand Store CX of the countries – leading the testing agenda in pursuit of constant improvements to achieve business goals.
VariousE-commerce & Customer Experience Advisor
Apr. 2020 - Dec. 2021Advising brands on their e-commerce strategy, customer experience, operations, technology and marketing. Supported Apple in introducing their business on Amazon Poland. Managing the CX and overall business roadmap. Acted as Digital Marketing Director for Toys'R'Us Poland during the hottest period in toys industry - Christmas, exceeding the stretch targets for the season. Led the customer service team of 11 people. Reporting directly to the shareholder's trustee, who was acting Country Manager. Led the end-to-end implementation of their portfolio on Allegro marketplace and Ceneo price comparison engine, coordinated the Order for Order collaboration, was the business side at e-commerce re-platforming project, managed their marketing activations calendar, including owned and paid media.
CotyGlobal Change Mgmt & Customer Experience Manager
Sep. 2018 - Oct. 2020Designing and ensuring delivery of B2B customer experience strategy by applying my knowledge of change management to drive continuous improvements in service operations, in terms of tools, capabilities and processes. As the Change Lead, I oversaw the reformation and improvement of customer service delivery based on the outcome of cross-functional projects. With profound knowledge of E-commerce, I also managed the customer service and self-service scope of the E-commerce platform. In parallel I was leading the Service CRM platform design and implementation, together with related business operations improvements.
CotyGlobal Change Mgmt Project Manager
Oct. 2017 - Aug. 2018Warszawa, woj. mazowieckie, PolskaAs a Global Change Management Project Manager I led the global implementation and facilitation of the customer service and self-service scope for the e-commerce platform. In addition to that I led the tests of overall solution and coordinated external agencies with regards to testing and data modelling, following agile methodology. Additionally, I led the smooth and timely transition of customer service operations between sales organisations.
IBAGU S.C.Co-founder
May. 2017 - Dec. 2017As a Co-Founder of an online shop for personalised bags and backpacks, I fashioned and facilitated a wide range of E-commerce operations.
CotyProfessional Beauty Europe Local Systems Transition Leader
Oct. 2016 - Sep. 2017Warszawa, woj. mazowieckie, PolskaAs a Local Systems Transition Leader, I defined the migration strategy to achieve the smooth transition and migration of over 150 local digital tools for CS and AR Europe. I also constructed, delivered and implemented the Winshuttle deployment strategy for the automation of SAP operations in CS and AR for over 200 users and tools.
CotyMDSC Europe Digital Coordinator
Oct. 2016 - Feb. 2017Warszawa, woj. mazowieckie, PolskaAs a Digital Projects Coordinator, I governed the digitisation of Customer Data Forms, an add-in for the iPad application, for 11 cross-functional processes in 14 countries for over 800 internal users.
Procter & GambleProfessional Beauty Europe Local Systems Transition Leader
Jan. 2016 - Sep. 2016Warszawa, woj. mazowieckie, Polska
Procter & GambleMDSC Europe Digital Coordinator
Feb. 2015 - Sep. 2016Warszawa, woj. mazowieckie, Polska
Procter & GambleMaster Data Specialist (SAP)
Jul. 2013 - Dec. 2015Warszawa, woj. mazowieckie, Polska
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