WORK EXPERIENCE

Consulting the e-commerce unit of Royal Canin on the implementation of agile practices and knowledge management

Owning the expertise in deploying and operating a complex e-commerce solution

Performing training on agile planning, backlog management, and collaboration tools

Led the digital transformation of the customer experience by launching a mobile app ordering service in 850+ restaurants across the region, securing business operations during the pandemic and generating 35% of incremental sales

Conducted user research and operating procedures analysis to define pain points and design a customer experience that increased mobile app MAU by 40% and transaction frequency by 25%

Enhanced customer demand control efficiency with special offers by 50% with personalization engine implementation based on big data processing and deep learning algorithms

Defined a product vision, budgeting and organization for two cross-functional feature teams, owned the product roadmap, collaborated with the team on the backlog execution

Established operational back-office procedures by leading the project team of 20 people from multiple departments: finance, legal, operations, support, logistics, procurement, IT, and training

Planned and managed the service roll-out

Constantly monitored the market situation and the service performance; customized PowerBI reports and dashboards

Collaborated and communicated with the stakeholders and top management on the strategy and priorities

Coached the development teams on agile practices and continuous improvement methodologies to work in an ambiguous and rapidly changing environment; collaborated with the team on the implementation of improvements

Directed 5 in-house cross-functional teams (70 people) to develop a centralized customer identity and data management platform (front-end, back-end, integration tools) that enhanced conversion in digital services by 60%

Owned the unified user experience (customer data sharing and sign-up/sign-in journeys) in the digital ecosystem that enabled a cross-sale between multiple b2c/b2b services, leading to the generation of an additional revenue stream for the business

Built a product vision, budgeting plan, strategy and organizational structure for the product team

Assessed recurring patterns in multiple digital b2c/b2b services, researched customer behavior, designed and tested the user experience

Collaborated with 80 product teams (internal stakeholders), assessing their business and technical needs

Owned the strategic roadmap for the stream; reported to the steering committee on progress and performance

Launched the platform monetization capabilities for external partners (b2b2c model), gaining a 180% annual ROI

Defined product team’s objectives, key results and metrics; constantly monitored team and platform performance

Led the product guild, mentoring product owners, reinforcing collaboration and coaching others in multiple disciplines

Spearheaded an in-house cross-functional team to develop and deploy a customer authentication solution for multiple digital services that enhanced user registration/login conversion by 30%

Elicited business requirements from internal stakeholders

Scored features, collaborated on prioritization, owned a backlog and a roadmap

Created customer journeys and wireframes; validated high-fidelity designs; prepared dynamic prototypes

Built scrum in a newly formed team with no prior agile experience and reduces feature delivery time from 3 months to 2 weeks

Optimized the technical support procedures improving support case resolution lead time from weeks to days

Led an internationally distributed in-house team of developers (15 people) to create a reusable assets repository of integrated partner solutions for various customers worldwide to improve project delivery time by 75%

Assessed the market for integration partners and evaluated their solutions to suit the end-customer needs

Collaborated with internal stakeholders to build a roadmap, plan the development/integration roadmap

Managed the roadmap execution; communicated with the stakeholders on the releases

Carried out pre-sales consultation for international projects and delivered complex solution designs

Directed independent engineers and developers in adopting software and hardware solutions for telecommunication providers reducing time for project deployment by 85% and increasing customer’s 90-day retention by 23%

Performed pre-sales consultation, elicited customer requirements, done gap analysis

Led a small-scale development of missing customer-requested features and systems integration

Conducted user acceptance testing

Pioneered the implementation of innovative software solutions in CIS markets, conducted pilots, presentations and localized HQ guidelines