Responsible for:

• Preparing conceptual design and led the implementation of a workflowbased CRM back-office system responsible for monitoring customer onboarding to the retail sales support platform (EuroPlatform) and the monetization platform for the Eurocash Group.
• Managing a CRM platform supporting 25,000+ retail stores, storing contact data, geolocation information, retailer agreements, and detailed event records for each point of sale.
• Design and implementation of customer service system (BOK).
• Overseeing the ticketing system (BOK) handling 31,000+ service requests annually.
• Designing and managing a mass-communication system for retailers.
• Serving as a core member of the project team responsible for the acquisition of the M/platform promotional ecosystem, including business process alignment and large-scale data migration.
• Providing end-to-end lifecycle management for back-office tools: requirements definition, backlog prioritization, coordination of development activities, test, execution, deployment oversight, training delivery, and maintenance of full technical and operational documentation.
• Coordination of work with external vendors and technology partners (e.g., Fireball, MarketLab, Netis, COMP, Iteo, BeApp) in the areas of development, maintenance, and systems integration.
• Monitoring data quality and consistency within the CRM and connected systems, including error identification, data correction, updates, SAP data matching, and ensuring full process compliance.
• Executing large-scale data updates (e.g., M/p, GUS, GPS, KSeF) in line with established processes and business requirements.
• Managing operational data in the back-office environment according to internal quality standards and organizational procedures.
• Providing PMO support across all related projects.
• Maintaining direct communication with end customers.
• Managing a development team delivering enhancements and modifications to existing back-office systems.