Viktor Navratil

Support project of the Unique Škoda customer ID, consult international CRM integration with digital ecosystem, introduce premium car configuration to global dealers.

Achievements: Developed change management CRM SAP business toolbox; Knowledge support to global rollout partner experts; Created communication concept and tools; Executed central communication to VWG markets and HQ brands; Ensured management alignment of business concept for integration of CRM@VWG and strategic DMS; Developed concept for simplifying retail user access and interface; Finalized preparation of retail piloting in Russia; Created retail rollout concept.

Achievements: Independently defined concept and execution of market car configurator analyses and identification of enhancement possibilities; Provided documentation for global new car launch team; Consolidated new car launch ideas.

Responsibilities: Quality checking of selected user requirements; Testing of implemented functionalities. Achievements: Developed ARIS business processes and enhanced system user manual for campaign management.

Achievements: Established and on-boarded a new CRM team; Independently developed global CRM vision and strategy; Organised a 6-markets CRM working group; Proactively defined customer exit points vision.

Responsibilities: User cars strategy, Human touch project, CRM strategy and operational CRM in the home market. Achievements: Proactively defined global customer process (life cycle strategy); Independently created customer dealership journey; Implemented standardized customer satisfaction survey within 35 markets.

Achievements: Defined corporate identity and strategy for five companies in the group; Created and executed corporate design for franchise partners including cobranding, multibranding and rebranding; Provided standardized company literature for individual markets; Organized key national B2B-customers events.

Customer database – Writing business requirements and driving the business change management process across marketing, sales, aftersales, IT and dealer network; Providing dealer training and 1st level support; Achievements: Implemented national CRM IT system in 100% of the dealer network; Ensured regular dealer contribution of 50 € per customer to own-created Customer Contact Program (CCP); Achieved ROI 1000% of CCP; Increased loyalty rate from 32% to 41% within 1st year after CCP implementation.

Organisation and execution of market research and customer analyses. Clients: Automotive; Banking; Energetics; FMCG; Telecommunications.

Project management