Konrad Ćwikła

 Constant cooperation in the implementation of sales, customer relations and management efficiency projects in companies from many sectors including service, production, telecomunication
 Create sales, customer service, and sales management standards
 Create management structures in the sales and customer service areas
 Prepare strategies to improve sales and cost effectiveness

 Created the sales strategy for the Region – Stores, Active Sales, Telesales, e-commerce
 Responsible for omnichannel/multichannel sales in the Region – Customer journey
 Directly managed and developed of 9 District Managers and 5 Sales Support Managers
 Managed the network of 90 stores – Company Stores and Dealer Stores
 Managed Active Sales (Door2Door) – 9 Managers and 50 Sales Specialists
 Responsible for quality of service results – NPS, Mystery Shopper study
 Responsible for regional budget – trade marketing, HR, outsorcing
 Responsible for sales network development of Stores and Active Sales
 Matrix Management of Telesales and e-commerce – Regional campaigns
 Cooperated with Orange Polska Dealers responsible for Stores and Active Sales
 Supervised sales plans – responsible for achieving sales goals – telecommunication services, energy and bank services
 Responsible for the multichannel sales plans – stores, active, telesales, e-commerce, alternative channels

 Created the sales strategy for Orange Stores in Central Region
 Co-created and supervised business and action plans to fulfill the strategy
 Managed the network of 150 stores
 Responsible for sales network development
 Directly managed and developed 8 Area Sales Managers
 Supervised sales plans – responsible for achieving sales goals
 Responsible for quality of service results – NPS, Mystery Shopper study etc.

 Created the sales strategy for Company Stores Department
 Co-created and supervised business and action plans to fulfill the strategy
 Managed the network of 265 company stores (TP and Orange)
 Responsible for sales network development
 Directly managed and developed 5 Regional Sales Directors
 Supervised sales plans – responsible for achieving the goals
 Responsible for quality of service results - Mystery Shopper study

 Created the customer care strategy in IKEA Poland
 Analysed competition in the area of customer care
 Conducted quality of service research projects e.g. Mystery Shopper study
 Coordinated projects connected with customer service
 Set up rules for marketing actions
 Set up and monitoring procedures and standards of client service
 Conducted internal audits, monitoring standards in IKEA stores
 Developed and managed 8 Customer Relation Managers
 Managed Call Center – activity monitoring, responsible for quality of service results
 Planned Client service responsibilities in newly opening IKEA stores
 Optimized Client service processes
 Co-ordination of external partners – transportation, assembling, crediting