Credo
My passion
I am devoted to create wow moments by delivering easy, enjoyable customer experience. I measure, test, and refine continuously to find user-centric solutions that truly impress.
Work
I am a master in autonomous task management, but I also believe that collaboration is the key to success.
I talk straight - honest and clear communication is the most effective.
Free time
I looove nature, doing sports and do not skip a single day. I am passionate about hiking and trail running.
I like discovering different cultures by wandering around foreign countries with only one backpack.
What makes me different
Just as I enjoy solo hiking adventures, I’m not afraid when stepping into undiscovered
territory in my work either.
I seek playful, creative solutions. Play is not only entertainment but a fundamental form of growth.
Current responsibility
Customer Experience Leader at Decathlon
Research
I analyze customer data, feedback, and performance metrics to gain insights for the assessment of the managed areas. I stay updated on AI innovations.
Management
I build an environment where my team members trust communicate openly, and work collectively towards common goals.
In-store CX
I identify key moments in the customer lifecycle (acquisition, activation, retention, reactivation, loyalty).
Loyalty program
I monitor market trends and define the program's features based on customer needs and behavior.
Customer care
I regularly analyze the effectiveness of customer contact channels and apply AI solution to increase the efficiency and satisfaction.
CRM
I segment customer data to send personalized offers based on customer behaviors and I optimize campaign performance.
The skills I apply in this area
Hard skills
➜ budget management and ROI monitoring
➜ transform raw data into actionable insights
➜ customer segmentation and data analysis techniques
➜ awareness of digital trends such as personalization, and AI
Soft skills
➜ unification of cross-functional teams
➜ passion for designing impactful campaigns
➜ translate customers' needs into concrete actions
➜ interpretation of complex data, extracting actionable insights
Key results
✓ Introducing Customer Behavioral Segmentation in CRM.
✓ Integrated AI solutions into Customer Care Central Service.
✓ CRM revenue 2.1 times higher than the company's expectation.
Key results
✓ 4.3% increase in team satisfaction over one year.
✓ Checkout with the highest NPS score among subsidiaries.
✓ Introducing a new role into store processes for premium CX.
Experience
Commerce and e-commerce
Department leader
Responsibilites
✗ Competitor and economic analysis
✗ Managing stock and merchandising
✗ Active participation in the enlargement process of the store to 8000sqm
✗ Developing the skill and managing the recruitment and training of the store
Achievements
✓ 100% merchandising audit compliance
✓ HR management of 38 sales assistants
✓ Outstanding TO performance of my department (store share: 26%)
Recruitment & training leader
Responsibilites
✗ Find talents to ensure internal promotions
✗ Build up new HR structures adapted to the economic changes
✗ Make decisions on the training project to reach the performance of teams
Achievements
✓ Setting up the country recruitment and training policy
✓ Finding 4 talents to ensure internal promotions to the store leader positions
✓ Ensuring the company's HR transformation during the year of the crisis (agility in a VUCA environment)
Stock leader
Responsibilites
✗ Guaranteeing the availability of products
✗ Helping the logistics and retail with my forecasts
✗ Analyze seasonal patterns, and promotional activities to identify stock fluctuations
✗ Act on trade uncertainties daily to anticipate changes in demand and stock lifetimes
Achievements
✓ Improving stock availability by 3%
✓ Decreasing end of collection rate by 1.1% on YTD basis
✓ Achieved 89% accuracy in estimating sales quantities for 1 year at the supermodel level
National sport leader
Responsibilites
✗ Animating the retail price policy
✗ Coordinating the quality of layouts
✗ Drawing up and manage the sport's commercial policy for the country
✗ Managing the stock to ensure availability through collaboration with the supply team
Achievements
✓ 11% increase in customer numbers
✓ 97% skilled product trainers’ team
✓ Constant TO and quantity progression each year
E-commerce project leader
Responsibilites
✗ The launch of decathlon.hu webshop
✗ Develop strategies for sustainable and profitable growth
✗ Satisfying our digital sports users throughout the user journey
✗ Collaborate with store teams to create a cohesive 360° ecosystem
Achievements
✓ Overachiving the yearly TO plan
✓ Launching of decathlon.hu webshop in July 2014
✓ Online marketing campaigns with 16,2% ROI
CSR leader
Responsibilites
✗ Understanding the needs of disabled, senior, obese or inactive people
✗ Create new business opportunities thanks to game-changing human-centric insights
✗ Unlocking the solutions (products & services) to access sport or active practices
✗ Manage long-term programs to meet the sporting needs of people with special abilities.
Achievements
✓ 6 charity sport-partnership events each year
✓ 6.4% of team members are people with special abilities (2020)
✓ CSR activity is TOP1 driver why people apply for our positions
(Randstad, 2019)
UX project leader
& junior developer
Responsibilites
✗ Tracking website activity
✗ Making researches, map user journeys
✗ Illustrating user interface elements
✗ Taking a design and bring it to life with code
✗ Integrating third-party tools to our website
Achievements
✓ Setting up the complex user journey of ecodesign products
✓ Establishing qualitative and quantitative UX research strategy
✓ Designing and coding the new product listing page for decathlon.hu
Workflow
My multitool
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Medallia, Salesforce Service Could, Tableau, Hotjar, Google Analytics, Google Data Studio
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Photoshop, Figma, Salesforce Marketing Cloud, html, css, Javascript
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Airtable, Jira, Trello, Confluence
References
-
Sylvain Grignon
commercial leader, HU
-
Gergely Román
e-commerce leader, HU
-
Gábor Pósfai
former country leader, HU
Interested?
Let's talk!
I am a 43 years old Customer Experience Leader, with 18 years of experience in commerce.
Being an explorer and team oriented, I am confident that I can help you thrive in the world of
customer experience.
I am always up for a video call.
Drop me a message on