Head of Growth Strategy

• Feb 2023 - Present

Head of Transformation Enablement, Digital Transformation & Innovation

• Oct 2020 - Feb 2023

Responsibilities• Head of Agile Coaches, leading the Agile and the Cultural & Mindset transformation streams, spreading the Agile mindset and values throughout the organisation while designing the new organisation structure and ways of working• Support the cultural transition towards an agile and customer centric digital organization by working together with HR to build the right learning & development program and re-skill our employees to be ready for a “digital future”• Build a communication program together with PR to spread the awareness on the transformation program, provide visibility on the ongoing execution and help attracting the right talents (internal communities, ambassadors etc.)Achievements• Built a strong and effective team of Agile Coaches, attracting multi-skilled talents from both inside and outside the organization• Designed and started the implementation of the organizational Transformation Program, together with the Transformation team• Designed and implemented the Retail Tribes and other functions needed in the new Agile setup, working closely with the Members of the Board, the future Tribe Leads, IT, HR and other stakeholders• Planned the delivery of the Agile trainings, from creating the training materials to designing the training plan and delivering them online via our Agile Coaches together with Scrum Masters and HR Training• Created or adapted JDs together with HR and other stakeholders to fit the new organisation model, OKRs/KPIs and RACI matrices to address Performance Management and recruitment in the new setup, and identified and set-up coaching & training programs to increase the product delivery skills of our Product Managers, Product Owners and Product Designers to help the organisation be up todate on how to build digital products• Partnered with RBI Group Agile Coaches and other countries to identify the best solution on Agile Transformation topics Show less

Head of Digital Enablement

• May 2019 - Oct 2020

Responsibilities• Increase productivity, efficiency and engagement by increasing employees’ expertise and improving and simplifying processes and tools, applications ecosystem and work environment• Spread the Digital mindset and skills throughout the entire company to increase employees’ digital engagement, education and culture• Build communities, create awareness and momentum around Digital Transformation• Improve customers’ digital education and culture through external communication programs• Provide an overview of all projects touching the Digital stream and drive the organizational impediments removing process• Identify and set-up coaching/training programs to increase product delivery skills throughout our Digital Product Managers and Product Designers to help the organisation be up to date on how to build digital productsAchievements• Designed from scratch and recruited the Digital Enablement team, focused on enabling the Digital Transformation process• Initiated a cross-functional impediments backlog, working with the Members of the Board to remove them• Created the Digital Transformation Partners role to stay close to business and understand their deepest needs, provide consultancy, offer new digital solutions or simply connecting them with existing digital solutions to fit their needs• Started the Digital Academy together with our colleagues from the Network Unit, helping our colleagues from the agencies improve their digital skills and get familiar with our own apps (trainings, evaluations etc.)• Built a communication program to increase awareness on Digital (newsletters, internal events, micro-sites, vlogs, collaboration hubs and other activation events) Show less

Head of Digital Sales

• May 2018 - May 2019

Responsibilities • Provide online analytics capabilities for Retail Banking: decision, implementation and maintenance of the online analytics solution & act as SPOC for Romania in the ING Head Office Online Analytics Community • Provide CMS/Ad-server capabilities for Home’Bank: decision, implementation and maintenance of the CMS/Ad-server solution • Define the Digital Sales KPIs for annual forecasting, monthly reporting, campaigns efficiency and other business-related actions • Manage a 10 members Digital Sales squad as Product Owner, covering areas like Business Strategy, Product Management, Web Analytics, BI, FE development, QA • Define and implement ING Bank’s digital sales strategy, for Individuals • Increase sales in the controlled digital environment (Home’Bank) through continuous experimentation and improvement of the digital sales flows • Increase customer engagement & company revenues through personalised cross-buy and usage campaigns • Define the placeholders strategy and functionalities and implement them Achievements • Supported the new Retail Banking structure by providing recommendations on the way-of-working and squads structure to the Head of Retail • Successfully implemented the Agile WOW in the Digital Sales squad acting as a Product Owner and crafting a highly competent and motivated squad with members of different skill-sets by having a clear vision on the squad’s purpose • Increased the data driven decision making for the Retail Banking division by identifying the best analytics solution in accordance to local and Group level strategy, contracting the solution and the implementation consultants and getting all stakeholders on-board while acting as an internal consultant for business, IT and other support functions (e.g. Legal, Compliance etc.) Show less

Senior Business Intelligence Consultant

• Jan 2017 - May 2018

Responsibilities • Support the Tagetik CPM/ERP solution design by understanding customers' business model and financial flows, gathering requirements for the application implementation and creating the business requirements documentation • Grow the business through services up-sell and cross-sell depending on identified customer business needs • Assist the project owner with project management (estimation of work volume, project plan, analysis of budget vs actual, billable hours analysis) Achievements • Implemented 100+ financial reports for customers like Sodexo (France), Principal Financial Group (US), Beeline (US) • Delivered Financial Planning, Forecasting and Budgeting modules and performed on-site UATs and post implementation reviews Show less

Director, Consumer Retention & Loyalty

• Dec 2015 - Jan 2017

Responsibilities• Trusted with the company's revenues coming from all the existing consumer customers via Online channels• Increased company revenues and customer base by developing the Retention & Loyalty Strategy • Influenced company level strategy by providing the top management team with insights and recommendations for actions to be taken based on custom or recurrent in-depth analysis• Refined the reporting by redefining the Retention & Loyalty KPIs for annual forecasting, monthly reporting, campaigns efficiency and other business-related actions• Managed the Retention & Loyalty Programs team, covering areas like segmentation, pricing, KPIs, analysis, reporting, budgeting, data accuracy, commercial campaigns & flows, email marketing, in-product-messagingAchievements• Constantly exceeded financial targets by identifying, developing and implementing new Online revenue generating streams and improving existing ones• Crafted a highly competent and motivated team of professionals by providing leadership, managing staff recruitment and obtaining access to training and personal development programs and conferences• Influenced the change of the company's yearly forecasting methodology and timeline to be used on future exercises Show less

Manager, Global Retention & Loyalty, B2C

• Apr 2012 - Dec 2015

Responsibilities• Developed the retention & loyalty and up-sell & cross-sell strategies on existing consumer customers• Assisted top management decisions by providing detailed forecasting and in-depth customer base analysis• Engaged the customers base via recurrent & targeted campaigns after thorough customer base analysis and customer segmentation• Increased campaigns efficiency by developing the campaigns testing strategy, analyzing the results and evaluating programs effectiveness• Reviewed the communication with the customers in order to show consistency, stronger messages and trustAchievements• Created a new revenue stream by designing and implementing the Customer Retention Program, saving revenue loss on refund requests coming from Online customers, with excellent results• Improved an existing Online sales channel resulting in >300% revenues increase and created a new Online sales channel with substantial additional revenue• Increased company's visibility among Romania's cultural values by designing and implementing the Bitdefender Excellens value recognition program Show less

Product Manager, Loyalty

• Oct 2009 - Apr 2012

Responsibilities• Trusted with a +$10mln budget consumer Loyalty Program• Increased customers' loyalty by creating innovative and effective concepts and treatments after Loyalty Points spending analysis and market research• Communicated in a powerful, motivational and clear manner to all touch points all the Loyalty related activities, promotions, changes in portfolioAchievements• Revamped the Loyalty Program for consumer customers, resulting in ~$2mln savings on the spot and ~$1mln yearly savings• Prevented a major revenue leakage by identifying a loyalty process technical issues and providing the solution • Designed and implemented successful Loyalty Points campaigns such as “Your points value 50% more in online” and “1 point values 1 on-net minute”• Launched the Raiffeisen and Citi-Vodafone Plus co-branded credit cards Show less

Telephone Account Manager

• Feb 2008 - Oct 2009

Responsibilities• Owned a portfolio of 250 high value business customers• Increased the portfolio value through up-sell and cross-sell initiatives• Successfully retained customers that wanted to cancel subscriptions• Answered to written complaints from customersAchievements• Contributed to the team's success by exceeding all personal sales and retention targets by more than 25% monthly• Established strong relationships with the customers thanks to excellent soft and technical skills Show less

Manager, Telesales

• Sep 2007 - Feb 2008

Responsibilities• Periodically reviewed employees performance and provided guidance and development tools where needed• Actively recruited new employees and provided orientation to the new team members• Monitored team KPIs and assisted the team to meet the company's objectives and high quality standardsAchievements• Helped the team members achieve the sales targets by motivating and training them to the desired skill-set of knowledge and attitude

Telesales Account Manager

• Jan 2007 - Sep 2007

Responsibilities• Sold additional subscriptions to new and existing business customers• Secured contracts and managed accounts for existing business customersAchievements• Contributed to team success by exceeding sales targets with more than 25% monthly• Grew new team members by providing mentorship and sharing best practices

Senior Specialist Customer Relations for Business Market, Mobile Voice & Data

• Apr 2006 - Jan 2007

Responsibilities• Handled incoming voice calls regarding Vodafone services (voice, data, postpaid, prepaid; voice and data troubleshooting)• Found the best solutions to solve customer complaints and requests Achievements• Increased customer satisfaction by offering excellent customer care while overtaking all objectives• Convinced customers to stay with Vodafone and increased their loyalty towards the company