Experienced in segment marketing and loyalty programs, having customers always in the centre. Successfully executed omnichannel strategies and campaigns and launched loyalty program platform.
Overview
19
19
years of professional experience
Work History
Retention Senior Specialist
Philip Morris ČR
03.2024 - Current
Created omnichannel strategies to secure customers loyalty and satisfaction
Executed marketing campaigns across all customers touchpoints
Taking measures based on the consumer data and campaign evaluations
Supported launches of new digital enhancements
Helped to solve nonstandard customers complaints
Provided sales channels with argumentation and guidelines
Loyalty Lead
Philip Morris ČR
10.2019 - 02.2024
Responsible for loyalty program end-to-end
Created logic and mechanic based on global guidelines
Delivered digital solution together with external vendor and moving it to global solution later on
Testing and bugfixing, technical issues solving
Created content and campaigns to motivate customers to join the program and stay active
Managed the backend of loyalty platform
Retention and Loyalty Specialist
ČEZ, A.s.
06.2014 - 09.2019
Responsible for customer base stabilization
Identified customers with high propensity to churn and targeted them with relevant offers
Created, managed and evaluated retention campaigns and products
Participated on cross-functional projects
Senior Marketing Specialist
Telefonica O2
01.2008 - 02.2014
Defined strategy and executed campaigns to build customer exclusivity across Small Business Segment
Focused on CX - creation of action plans, execution, tracking
Launch of VoIP service -omnichannel
Segment Marketing Specialist
České Radiokomunikace A.s.
07.2006 - 12.2007
Responsible for fix voice and data communication to Residential Segment
Lead - Supplier Quality (Supply&Customer Service Quality) at Philip Morris Manufacturing & Technology Bologna S.p.A.Lead - Supplier Quality (Supply&Customer Service Quality) at Philip Morris Manufacturing & Technology Bologna S.p.A.