Marta Filipowicz

MARTA FILIPOWICZ --www.linkedin.com/in/marta-filipowicz Warsaw, Poland SUMMARY Business consultant, Customer Experience (CX) Professional and Marketing Executive with experience in multinational corporate environment in Poland, Switzerland and EU region in FMCG sector Key competencies:       Development of customer centered strategies Creation of customer journeys and improving brand service Implementation of new brands to the market Development of brand portfolio strategy Change management Work in international environment      Team management (including disperse teams and remote work) Team coaching and development Mentoring Creation and implementation of training programs Project management PROFESSIONAL CAREER CUSTOMER EXPERIENCE & CUSTOMER CARE    Played a key role in setting up of the Customer Experience function in Philip Morris Poland: creation of consumer service vision, building CX team, development and implementation of consumer validation into company processes, communication of new rules and processes to the commercial part of the organization. Developed and tested in the field new quality standards for IQOS front-liners. These standards are aimed at improving customer service at IQOS shops and at the Call Center and will be implemented in Q1 2021. Increased consumer satisfaction for IQOS brand through series of service re-design projects run together with business functions including lead to purchase process, d-base registration as well as after purchase support & engagement. BUSINESS STRATEGY & CHANGE MANAGEMENT    Launched first tobacco heat-not-burn brand in Poland (IQOS) in 2017, now used by more than half a million adult customers. Led cross-functional “start-up alike” team consisting of Marketing, Sales, Business Intelligence, Legal and Corporate Affairs specialists Created from the scratch Customer Care function with two consumer contact centers and reversed logistics services. Played key role in digitalization of IQOS services and processes that increased customer satisfaction and decreased operating costs. Led consolidation of commercial departments (Poland & Baltic countries) leading to significant cost savings and business synergies: development of several scenarios for the new organizational set-up, performing cost analysis, communication and implementation of the approved changes including employees relocations and outplacement, change management. MARKETING    Strengthen Philip Morris Poland position in most profitable price segments through portfolio consolidation as well as new product launches, events and digital marketing activities. Managed to reverse declining share of market trend of Philip Morris brand portfolio in Switzerland through brand launches and portfolio consolidation. Re-launched L&M brand (launched and withdrawn already two times from the Swiss market before) reaching 3% share of market (very good score for the very stable Swiss market) in the first 2 years. Launched first low price local cigarette brand in Poland (Fajrant) achieving 10% share of market in 3 months and more than 30% of the highly fragmented low price segment. TEAM MANAGEMENT    Led various sizes of teams in Marketing, Sales, Customer Care and Customer Experience functions: recruitment, on-boarding programs, employees’ appraisal and development. Implemented feedback training and culture of frequent feedback sharing in the team. Developed and implemented tailor made training sessions with focus on communication and leadership. Increased employee satisfaction and motivation visible in employees’ surveys (eNPS) as well as team feedback. COACHING & MENTORING    Certified Coach and Mentor Run coaching & mentoring sessions for number of employees Volunteering as Mentor at Business Female Leader Foundation in Poland CAREER PATH       Business consultant (business strategy, Customer Experience, HR & Marketing) @ 100 stories Marta Filipowicz – owner of freshly opened own business; partner of training & coaching firm Wings of change (www.wingsofchange.pl) Head of Consumer Experience, Head of Consumer Retention, Director Reduced Risk Products (IQOS), Director Marketing Poland and Baltic States - Philip Morris Poland – 2014 until March 2021 Director of EU Marketing, Regional headquarters of Philip Morris International, Switzerland - 2013 – 2014 Director Marketing Switzerland, Philip Morris Switzerland - 2008 – 2012 Managerial and specialized positions in Marketing & Sales, Philip Morris Poland – 1997 - 2007 Client Service Manager, Rainbows Advertising Agency, 1994 - 1996 EDUCATION & CERTIFICATES Polish Open University / Oxford Brooks University – MBA      Human-Centered Service design / IDEO US (2020) Design Thinking Moderator training / Brainwave (2019) Extended DISC Certification / Extended Tools Polska (2019) Transformational Presence in Coaching & Leadership / Coachways (2019) Business Coaching Diploma / Price Waterhouse Coopers (2019) SKILLS    Polish – mother tongue English – fluent Driving license INTERESTS & HOBBIES    Transformational coaching Japanese literature Tennis (I used to play tennis professionally) I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).