Scrum Master

• Jan 2022 - Present

CRM Campaign Manager

• Jan 2020 - Present

Initiating, designing and implementing activities aimed at developing relationships withcustomers and increasing their value over timeTechnical implementation of x-sell, up-sell and digitization campaignsTechnical implementation of CLM programsEfficiency analysis for contact channels, recommending and implementing activitiesaimed at increasing efficiencyIntegration of Real Time Management lead system with frontend for branch and callcentre advisors (GOone system)

Area Product Owner in Lead Management Scrum Team (New Front End aka GOone Project)

• Dec 2018 - Dec 2019

Cooperating with StakeholdersCreating and sharing Product visionCreating Product Backlog ItemsPrioritizing Product Backlog Transforming requirements into increment in cooperation with Development TeamOptimizing the value of the work the Development Team performs

CRM Innovation and Development Expert

• May 2018 - Dec 2018

CRM system business administrator Developing improvements and new functionalities in the CRM system: • Gathering requirements • Cooperating with the vendor and IT teams • Performing UAT and regression tests Preparing communication and users’ manual Supporting CRM system users Preparing reports from system database

Multichannel Banking Expert

• Feb 2016 - May 2018

Managing implementation, tracking and measurement of CRM omnichanel/multichanel campaignsAnalyzing results and effectiveness of campaigns in different channels Implementing e-mail / SMS campaigns using the NETIA Tide toolPreparing reports from data warehouseCRM system business administrator Developing improvements and new functionalities in the CRM systemSupporting CRM system users Participating in data migration project after BGŻ S.A. and BNP Paribas S.A. merger Cooperating with the vendors and IT teams in the process of shutting down the exBGŻ’s operational and analytical CRM and creating database archives Show less

(Performing duties) Head of Contact Strategy and Campaign Bureau

• May 2015 - Jan 2016

Leading exBGŻ CRM team after the mergerCooperating with joint banks' units in the process of creating campaigns, defining target groups and leads distribution schedulesSupervising the implementation and monitoring of the exBGŻ clients campaigns Adapting CRM systems of both joint banks and the pre-approved process to new business, technical and organizational requirementsCooperating with CRM systems vendorsConducting UAT tests of systems modification resulting from the merger

CRM Expert in Business Intelligence Department

• Jan 2013 - Apr 2015

Pivotal CRM business administratorGathering business requirements regarding changes in existing and building new functionalities in the systemApproving documentation prepared by the vendorPerforming UAT and regression testsReviewing and approving changes in system users’ supporting materials Communicating with users about system changesPerforming business support role for the IT Service Maintenance DepartmentCooperating with IT departments and the system vendor in solving the most serious defectsManaging the users’ access rights and roles in the Pivotal CRM systemManaging the users’ access rights in the CRM e-learning training platformPreparing reports from the Pivotal CRM database and the Analytical Data Repository Show less

Leader of Operational CRM, Training, Communication and Roll-out areas in CRM project

• Aug 2011 - Dec 2012

Coordinating Bank's prototyping team workCoordinating prototyping sessions with Pivotal CRM vendor Taking decisions regarding the functionality and appearance of the user interfaceApproving project documentation for the development phaseConsulting doubts arising during the developmentSupporting the testing area leader and conducting UAT testsCreating e-learning training system for future CRM system usersCreating user manual and presentations describing system functionalitiesCoordinating implementation of the Pivotal CRM in the branch network and Contact CenterSupporting stationary trainings for future CRM system usersCoordinating communication to system users before, during and after implementation Show less

Planning and Monitoring Specialist in Sales Management Department

• Dec 2007 - Jul 2011

Preparing sales and financial plans for branch networkReporting current sales, volume changes and preparing forecastsPreparing financial intermediaries settlements Carrying out mystery shopping research in branch networkImproving the process of handling requests for individual pricing conditions by digitalizing it

Head of Analysis and Research Bureau in Marketing Department

• Sep 2002 - Dec 2007

Leading Analysis and Research teamCarrying out competition and market share analysis Monitoring promotional activities effectivenessPreparing recommendations based on the "TGI" and "Clients of Banks in Poland" SMG / KRC databases.Carrying out own marketing surveys and preparing reports for the Management BoardCooperating with research companies. Ordering surveys, supervising their implementation and approving resultsParticipating in customer segmentation processesCreating sales plans and reporting resultsParticipating in the Bank's strategy project and being permanent member of the Strategy and Development CommitteeParticipating in the project of building an incentive system for Poczta Polska employees Show less

Head of Analysis and Research Bureau

• Nov 2001 - Aug 2002

Leading Analysis and Research teamCreating sales and financial plans for branchesReporting plans utilizationCoordinating retail products pricing policy and representing the Division at the Assets and Liabilities Management Committee

Sales Department Specialist

• Dec 1998 - Oct 2001

Creating sales plans and reports of their realizationPreparing sales forecastsParticipating in establishing cooperation between the Bank and BIK S.A. projectConducting sales presentations of OCR services for institutional customers

Credit Officer

• May 1996 - Nov 1998

Processing cash and car loans applicationsCooperating with car dealers