Invia CEE x Travelplanet.pl x Wakacje.pl

🔹 Strategic leadership across CEE - leading sales operations in multiple countries (Poland, Czech Republic, Slovakia, Hungary), shaping a consistent regional strategy and leveraging synergies between markets.
🔹 Managing a complex organization - direct responsibility for 500+ FTE across a multi-layered structure, with Country Sales Heads reporting directly into this role.
🔹 Sales and distribution growth - accountable for performance across offline, online, and call center channels, applying data-driven insights and best practices to accelerate growth.
🔹 Transformation & innovation - implementing new standards in customer service and sales in the travel industry, adapting to rapidly evolving consumer needs.
🔹 Talent and leadership development - building an organizational culture where skills and talents grow faster than KPIs, including mentoring, empowering leaders, and nurturing team growth.
🔹 Group-wide synergies - close cooperation with leadership teams across Invia Group and WP Holding, aligning processes and strengthening the group’s position across CEE.
🔹 Tourism business growth - delivering strategies that combine business performance with outstanding customer experience.

CEE Sales Director, CCS

Wakacje.pl

- Managing the sales process in the Call Center channel,
- Managing and coordinating the work of the management team (25 FTE) and over 200-member team of Consultants

Head of Sales / Director of Contact Center

Strategic Consulting:
- Developing long-term business strategies, plans for expansion, transformation, and optimization.
- Supporting the executive team in making decisions on key development directions.

Business Analysis and Recommendations:
- Conducting in-depth market, competition, and financial performance analyses.
- Identifying areas for improvement and proposing actionable solutions.

Coaching and Mentoring Leadership:
- Supporting business owners and directors in developing leadership skills.
- Building decision-making capabilities in strategic and crisis situations.

Business Process Optimization:
- Streamlining existing processes to improve operational efficiency.
- Implementing best practices in management and operations.

Change Management:
- Assisting businesses through reorganization, mergers, acquisitions, or digital transformation.
- Monitoring progress of implemented changes and their impact on operations.

Executive Business Consultant

Giganci Programowania

• Design and subsequent development of sales and customer service structures
(sales call center, customer service, training department, lead generation team, b2b) managing a team of over 75 FTE.
• Creation of the main B2C sales funnel strategy and design of a B2B sales strategy (active prospecting).
• Centralization of lead acquisition sources, including implementation of CRM, omnichannel solutions, and VoIP tools.
• Project management in pricing policy, product development, process transformation, and marketing initiatives.
• Introduction of sales OKRs, measurable KPIs, and SLAs for lead campaigns, along with establishing customer service performance metrics.
• Development and evaluation of bonus and incentive systems for the sales team.
• Development of Customer Journey Maps and CX strategy for the B2C segment.
• Launch and expansion of sales activities in IT and ESP markets. 
• Recruitment of managers, team leaders, trainers, and specialists handling inbound and outbound traffic (working with both cold and hot leads).
• P&L management and financial oversight. 
• Market and competitor analysis, achieving a market-leading position in the EdTech segment in Poland.
• Direct reporting to the company's owners

Head of Sales and Customer Service

Internal Call Center Project Manager
Business Trainer

Project Manager/Business Advisor

Booksy

• Responsibility for customer success and experience across all interactions with the brand
• Ensuring achievement of goals and customer service standards within managed teams.
• Monitoring customer service and satisfaction metrics
• Recruitment and management of multi-level teams, including helpline consultants, team leaders, product experts, key account managers, social media specialists, and unit managers.
• Designing and implementing omni-channel customer service tools utilizing AI technology.
• International collaboration with equivalent units in the USA, Brazil, UK, France, Mexico, and Spain.
• Shaping processes and managing customer service projects, such as loyalty program management.
• Managing modern communication channels: email, chat, inbound helpline, bots, and social media.
• Overseeing merchant onboarding, lifecycle, and retention processes. 
• Setting the development direction of the Booksy Biz platform and identifying potential growth areas in a SaaS-based technology company.
• Participation in creating and improving a marketplace for merchants, providers, and end-users, including system migrations.
• Leading projects at the intersection of customer, product, marketing, operations, and technology.
• Working on measurable indicators such as FCR, CSAT, NPS, eNPS, and
SLA, with shared responsibility for estimating these metrics company-wide.
• Proficient use of tools such as Google Suite, Salesforce, Admin, Confluence, Jira, Helpshift, and CRM systems.

Customer Success Inbound Manager (management)

T-Mobile Polska

- direct, comprehensive management of a team of specialists, consultants implementing sales processes (customer acquisition and retention, inbound and outbound campaigns, lead databases, work with CRM) 
- attention to the quality and efficiency of work, implementation of customer service standards
- taking care to maintain the appropriate efficiency of work and quality of telephone and correspondence customer service (including new forms of contact with the customer Omnichannel: chat, WhatsApp, Messenger)
- coordination of activities in the area of complaints, back office processes and customer relationship building
- servicing corporate clients, selling solutions for B2B and B2C markets
- conducting substantive and interpersonal training with employees 
- function of an internal trainer
- implementation and review of new work bonus systems, setting KPIs, long-term planning of business development
- expert knowledge of Customer Experience issues

Sales and Customer Service Manager

Manager of Sales

T-Mobile

Team Lead - projects, sales, services, onboarding, coaching

Senior Specialist

Ultimate Fashion Sp. z o.o.

Client Relationship Specialist

Pierre Cardin

direct sales for VIP clients, team management, customer service

A manager with over 15 years of experience in building and managing call center structures, remote and field sales teams, as well as supporting service processes. A specialist in process transformation and operational optimization, focused on enhancing customer experience. A leader with a passion for continuous improvement of organizations and teams.
Privately, a sailor, cinema enthusiast, and someone who enjoys a good conversation over coffee.

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