Experience

Lingaro

• Poland
• IT Services and IT Consulting
• 700 & Above Employee

• Head of Customer Experience (Member of The Leadership Team)

  • Oct 2016 - Present

  Warsaw, Poland • FTEs: 4 from Poland, Ukraine, US • Leading key initiatives and defining the company's strategy • Driving a cultural shift towards a customer-centric organization, building awareness • Leading quarterly customer satisfaction (CSAT) process • Governing the development of an in-house IT solution that implements the process end-to-end • Coaching Delivery Leaders • Governing the establishment and management of the company’s presence on Gartner’s Peer Insights platform •… Show more • FTEs: 4 from Poland, Ukraine, US • Leading key initiatives and defining the company's strategy • Driving a cultural shift towards a customer-centric organization, building awareness • Leading quarterly customer satisfaction (CSAT) process • Governing the development of an in-house IT solution that implements the process end-to-end • Coaching Delivery Leaders • Governing the establishment and management of the company’s presence on Gartner’s Peer Insights platform • Negotiating Master Service Agreement and developing the Joint Business Plan (JBP) with Fortune Global 500 Client • Additional role as Internal Communications Co-Leader (01.2021 – 06.2023): initiated Internal Communications team; acted as the Management Community Leader (around 200 members) • Additional role as Branding Leader (01.2017 – 05.2019): executed rebranding that remains current; established market positioning

• Application Management Competency Leader

  • May 2014 - Oct 2017

  Warsaw, Poland • FTEs: 8 from Poland • Defining & spearheading competency standards • Standardizing offering and model, defining and implementing standards across the organization • Expanding the application management service and standardizing processes in key business areas • Managing customer relationships • Additional role as Application Manager 05.2014 - 10.2016 • FTEs: ~5 from Poland, US, China, LATAM countries • For a globally leading FMCG client led technical… Show more • FTEs: 8 from Poland • Defining & spearheading competency standards • Standardizing offering and model, defining and implementing standards across the organization • Expanding the application management service and standardizing processes in key business areas • Managing customer relationships • Additional role as Application Manager 05.2014 - 10.2016 • FTEs: ~5 from Poland, US, China, LATAM countries • For a globally leading FMCG client led technical implementation of retail execution analytics AI solution in ~5 countries (LATAM, China); coordinated with vendors and internal stakeholders, owned end-to-end technical rollout and integrated with IT systems of multiple retail chains • Planned and executed all stages, incl. analysis, design, development, testing, launch and Early Life Support; involved vendors • Additional role as Legal Liaison 01.2015 - 05.2016 • Coordinating all legal matters as the single point of contact (SPOC) for the organization • Managing two legal suppliers • Initiated development of intellectual property base, incl. creation of an IP repository to build a comprehensive IP portfolio and foundation for the future products; raised awareness • Implemented standardized processes for collaborating with legal suppliers and tracking of all legal requests

• Acting Country Head Lingaro Philippines

  • Oct 2015 - Jun 2016

  Manila, Philippines • FTEs: up to 30 from Poland and Philippines • Diversifying the customer portfolio • Ensuring seamless end-to-end management of all aspects of the operations • Building and managing relationships with clients in the Philippines • Streamlining cooperation between the company’s offices in Poland and Philippines • Acting as a mentor for line managers • Managed a critical internal crisis in the Philippines, identified the root cause and resolved it



Procter & Gamble

• United States
• Manufacturing
• 700 & Above Employee

• Systems Manager (EMEA Application Manager for TPM System)

  • Aug 2009 - May 2013

  Warsaw • Rolling out global TPM (Trade Promotion Management) IT solution (enabling sales force in ~50 countries to manage trade funds, promotions & payments to clients & agencies) integration & deployment in the EMEA region • Spearheading projects, overseeing key phases, incl. feasibility studies, requirements analysis, plan execution, system testing and user training • Leading technical roll-out of the global TPM solution to new markets; overseeing all aspects from planning, analysis &… Show more • Rolling out global TPM (Trade Promotion Management) IT solution (enabling sales force in ~50 countries to manage trade funds, promotions & payments to clients & agencies) integration & deployment in the EMEA region • Spearheading projects, overseeing key phases, incl. feasibility studies, requirements analysis, plan execution, system testing and user training • Leading technical roll-out of the global TPM solution to new markets; overseeing all aspects from planning, analysis & design to development, testing, launch & Early Life Support; involved vendors • Collaborating with sales executives to conduct business needs analysis • Executing new solution releases, implementing enhancements and new functionalities prioritized by the global product owner • Re-engineering sales processes • Governing vendors

• IT Manager

  • Jul 2006 - Jul 2009

  Warsaw, Poland • Analyzing local markets’ business needs • Rolled out reference data system across developing markets in ~30 countries (CEEMEA & LATAM) • Managed reference data system serving as key data source for the global TPM solution