I am customer-centric and data-driven E-commerce professional with a holistic understanding of digital user journeys and customer touchpoints in a B2C environment. I have over 15 years of international experience on both client and agency side, driving digital innovation and disruption and delivering best-in-class user experience across various industries, businesses, and geographies. With a diverse background including various digital products & portfolios management, I have led small and medium web development & digital marketing teams up to an enterprise-level commercial division of 500+ people with annual revenue accountability exceeding $300-million and full ownership of the company P & L.
Help businesses utilize digital tools and technologies to improve their products & services portfolio.
Partner and collaborate closely with cross-functional departments to optimize processes and resolve challenges that affect customer satisfaction in the implementation of projects.
Enhance customer experience, improve online presence, and oversee lead generation and performance marketing activities to improve customer acquisition and increase profits.
Providing advice, guidance, and training to AlphaSights clients in the use of digital technologies and channels to improve user experience, operational performance, maximize revenue opportunities and improve profit margins.
Understand and translate customers’ needs into business and technology solutions and/or solutions that deliver business value quickly and provide a pathway to platform implementation.
Drive decisions and provide consultation around digital transformation, the customer digital journey, functional design and ensure technology and business solutions represent business requirements.
Led the strategic digital transformation program of the commercial organization and delivery of the company sales and revenue budget in excess of EUR 300-million. Successfully led the re-positioning of Air Serbia from full-service to value carrier including product and servicing transformation, digitized the customer journey, automated business processes and servicing capabilities, and improved the customer experience across every touchpoint.
Managed a successful full-scale technology platform migration from Amadeus PSS to Sabre PSS in April 2017. Delivered a full-scale global brand re-positioning marketing campaign "Kreiraj Svoj Let/Create Your Journey" across traditional and digital media.
Implemented Branded Fares, an innovative customer-centric portfolio of services that empowers passengers to choose only the services they want to use based on their needs, requirements, and preferences.
Managed the E-commerce department of a Digital Marketing Agency and a team of 17 people, providing technology support and creating and executing integrated digital communications strategies for various clients from telco, pharma, automotive and retail industries.
Secured 16 new client accounts with several leading companies from their respective industries that exceeded departmental revenue target by 213% in 2010 and 118% in 2011.
Led the delivery of assets to all digital partners, cross-platform and globally. Provided strategic counsel to clients on various digital topics of interest including SEO, PPC, Social Media, website development, mobile applications, and performance marketing.
Managed a team of 25+ people in the Affiliate sales and support department, Chat Sales support department, Model support department, and the Online Media buying team.
Oversaw the development and launch of a mobile responsive affiliate website with a portfolio of customizable promotional tools ranging from dynamic content widgets and banners to unique content blog and RSS feeds that affiliates were using to promote webcams.com.
Achieved a raised ticket AHT (Average Handling Time) by 55% and raise productivity in ticket management by 27%. Double digit YoY sales growth of 38% in 2009 and 45% in H1 2010.
Key driver of business development activities for MediaDotCom, an IT company offering a wide range of services: web development, application development, mobile application development, system integration, network infrastructure design and administration, design and print services, hosting services, consulting and training services, and digital strategy/marketing services.
Managed the aggressive international expansion and acquisition of major global accounts like Apave International, Lukoil Bulgaria, and multiple regional accounts from the Telco, Automotive, and Sports Betting industries.
Oversaw the management of all strategic and operational Marketing and Customer Relationship activities.
Identified business opportunities by contacting prospects and evaluating their position in the industry, researching and analyzing sales options.
Managed to remain current on industry trends, market activities, and competitors, thus identifying product improvements.
Maintained quality service by establishing and enforcing organization standards. Was part of the top 5 sellers of secondary pension scheme products nation wide in 2004.
