Marta Gagnier

- Lead the CX measurement program across 11 WEBU (Western Europe Business Unit) markets enabled by Qualtrics, driving adoption, optimization, and insights engagement (+75%). - Turn customer data into actions through journey mapping and analysis to improve experiences and guide business decisions, collaborating cross-functionally. - Develop, pilot, and implement hospitality concepts across multiple markets, setting service standards, building capabilities, tracking KPIs, and ensuring scalability. - Create recovery standards to boost retention and ensure brand-aligned service. - Build stakeholder relationships to drive CX initiatives that improve satisfaction, loyalty, and Customer Lifetime Value (CLV). - Support sustainability efforts, aligning initiatives with business and customer expectations.

- Implemented a value realization framework and process to ensure customers gain value and ROI at every stage of their journey, including 15 downstream asset case studies and 20 Value Realization workshops. - Tracked and reported on KPIs related to value realization, demonstrating the impact on customer satisfaction, retention, and renewals (validated by customers). - Developed a Customer Health Dashboard (17 metrics) to assess client relationships and identify renewal strategies. - Collaborated cross-functionally to enhance the overall customer experience, becoming a "voice" of the customer with strong attention to detail (NPS and CSAT). - Streamlined onboarding processes to boost system usage, adoption, and customer satisfaction.

- Led strategic planning in EMEA (B2B/B2G, SaaS industry), managing global relationships with selected strategic accounts to strengthen partnerships, enhance the company’s market presence, foster customer and partner loyalty, and drive revenue growth through effective account management. - Developed a go-to-market approach, identifying and evaluating 20+ potential markets, and nurturing relationships with key accounts in both public and private sectors. - Tender (participation) management, implementing a targeted tender qualification process, leading to a 30% improvement in success rates. - Led data analysis, CRM management (Salesforce, SAP), and cross-functional collaboration to streamline operations, drive process improvements, and ensure stakeholder involvement, improving sales pipeline visibility and forecasting accuracy.

- Managed payment processing with cash, credit/debit cards, and digital methods. - Ensured accuracy and timeliness in issuing receipts, refunds, and credits for high customer satisfaction (4.8/5 based on transaction experiences). - Built strong customer relationships, contributing to revenue growth and streamlined reporting, increasing customer retention rate by 20% over the fiscal year. - Acted as a key financial contact for internal and external stakeholders, ensuring the integrity of financial records.

- Streamlined accounts payable processes to reduce manual work, paperwork, and processing time, being compliant with internal controls and regulatory requirements during the annual audit. - Conducted quarterly audits to maintain financial record integrity, handling internal reporting for closings (and reduced time-to-close from 25 to 5 days). - Implemented accounting policies to enhance efficiency and transparency, providing financial support to business units in 21 regions. - Leveraged strong time management abilities, collaborating with external auditors for annual audits.

Learned alternative approaches to economics: • strong background in microeconomic and macroeconomic theory • knowledge about economic institutions • knowledge in various applied areas of economics • ability to use the analytical tools of economics in problem-solving • knowledge of relevant mathematical and statistical techniques • expertise in the use of computers for the analysis of data

At university, I learned how to competently orally and in writing to express my own opinions, arguments to prove my point of view; deep knowledge of the secondary school basics of economics, mathematics; be able to acquire knowledge of a higher level; be able to organize my work and for the benefit of my mind and worldview use free time; have the skills to communicate freely with colleagues. And of course, how to be developed, disciplined, and feel the need for further improvement.