Marketing and Business Development Partner

• Jul 2023 - Present

General Manager / Owner

• Jan 2019 - Present

Group Marketing and Communications Director at Delight Holding

• Jan 2020 - Jul 2022

Manager of Customer Experience and Complaints Unit

• Apr 2014 - Dec 2018

Main role> Efficiently manage the customer "life cycle," which includes all the steps-touch points customers goes through when interacting with the bank. The major goal is to foster customer loyalty through high-quality interactions at each step. Responsible for improving the experiences customers have with organizations, with the goal of increasing customer satisfaction. Responsibilities in brief: Working with teams to define a future state vision for the cross-channel customer experience, and developing strategies aligned to that vision. Work with teams to understand/define/refine the customer segments and develop "treatments", based on insight into customer behaviors and propensities. Analyzing "voice of the customer" (VOC) and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs, expectations and behaviors Executing Customer Experience assessments and gap analyses (VOC, Best Practices, Competitive) Producing the Customer Experience Life Cycle and touch-point Maps, KPI Dashboards and Interaction Occasions. Use it for Executive management reporting and Sales and Marketing activities improvements.  Keep constant cooperation with relevant business divisions, Group stakeholders and connected third parties Monitor and analyze competitors advertising activities, brand development, position and advertising trends. Recommend important points for definition of Marketing and Brand Strategy. Actively participate in preparation of all marketing campaigns and measure efficiency of each campaign. Participate in development of new products and service. Develop guidelines for usage of different research methods and tools for testing products and processes performance. Constantly cooperate with Media, Creative and Marketing research agencies. Manage and control of CXM and research budget. Show less

Senior Marketing Research Expert/Customer Experience Management

• Jun 2012 - Apr 2014

Work on the preparation, implementation, analysis and execution of marketing research that involves continuous monitoring of the customers satisfaction, loyalty, needs and expectations. Monitoring competitors market advertising activities and market trends in order to define the marketing and brand strategy of the bank. Presenting conclusions and proposals for improvements. Monitoring and analysis of studies of the banking market Planning and implementation of local surveys and measurements in accordance with the needs of differents bank segments. Planning and conducting investigations in accordance with the needs of Erste Bank Group and Group quality standards. Planning, review and control marketing research budget. Actively participate in the formation of bank products and sales processes improvements. Show less

Marketing and sales director

• Dec 2007 - May 2012

Establishing the company in Serbia from scratch Managing company so as to achieve goals as set in the business plan Negotiating with clients and preparing consultancy offers in the area of sales and advertising Developing and managing PM strategy for marketing, advertising, branding and positioning of the Profit Magazin on Serbian and other ex YU countries’ market; Communicating with the clients and other media companies, marketing and publishing agencies, printing houses, PR agencies; Preparing promotion and budget plans; Preparing and organizing press conferences and public events and seminars Preparing TV, radio, print and outdoor campaigns. Show less

Business Organization Director

• Nov 2006 - Dec 2007

Monitoring and analyzing market developments and trends;Identifying organizational weaknesses, and providing ideas and suggestions for improvements; Monitoring organizational methods and introducing new methods;Budgeting; Developing process and Project Management culture, modelling and implementing Business Process;Analyzing and improving insurance and other business processes; Developing indicators, calculating costs;Managing staff productivity; Managing Projects of interest to the ENTIRE company: Marketing, HR, Sales force, MB, IT and Information’s, Logistic;Checking conformity impact of business solutions and assessing their cost effectiveness;Elaborating and implementing PM training concepts and new IT Information systems for Sales force;Monitoring and analyzing technical (including communications) market;Monitoring and analyzing market trends related to new branch offices;Analyzing requirements related to new types of IT and communication systems, and implementing new solutions;Organizing and managing general affairs and Logistic sub-departments, 16 employees. Show less

Marketing Manager

• Apr 2004 - Oct 2006

Handling business and confidential documents and preparing approval for printing and final distribution; Preparing business reports;Organizing seminars, annual meetings, promotions and presentations at business fairs; Preparing requests for printing of all types of documents for daily business; Preparing all elements pertaining to marketing activities, promotions, sales, sales representatives’ competitions and other motivation and stimulation activities;Developing procedures for sales network regarding all promotion activities in cooperation with other departments;Managing daily correspondence, communication and organization of business in branch offices;Managing internal and external visual identity for branch offices;Communicating with local media and organizing promotion activities throughout the country. Show less

Marketing Manager

• Jan 2002 - Mar 2004