Mircea Pana
Customer Data & DoC Manager @ CRM Operations
Bucharest
Summary
My focus is to have people engaged and to inspire them to continuously improve by showing them care and availability. I build trust and I continuously develop on that by empowerment. I put passion in it and strive to get the best results, weather it is people development or target achievement.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Customer Data & DoC Manager (E5)
CRM Operations | Mercedes-Benz, Group AG
06.2024 - Current
- Performed leadership & strategic direction for data handling focusing on maximizing the business outcome and ensuring effective and fully compliant data management
- Leading the 10 experts team members who act in the roles of Reporting & Monitoring, CRM Data Analysts, Data Strategist & Data Steward
- Established the working stream with the main business stakeholders to understand business strategies/pain points, and to clearly describe business case/scenarios and define business requirements to Data
- Driving the integrity of data through use of governance tools & GDPR policies and work with cross-functional partners
- Actively shaping the working relation with HQ / Region Europe teams and stakeholders of subscribing systems to champion consistency and integrity of customer data
Sales Operations Support Manager (E5)
MS/SOP | Mercedes-Benz, Group AG
8 2019 - 05.2024
- Building up from scratch the new team in Romania for sales operations support who handle incidents and projects related to offering, ordering, invoicing and distribution
- Leading the team of 15 talented incident experts who troubleshoot and solve ServiceNow incidents and manage projects (CESAR/ Model D) for Mercedes-Benz markets globally
- Project Manager for the implementation of a ticketing solution within the Sales organization in collaboration with ITS/ES
- Advising on business topics the Supp4Sales swarm that will define the support for the future in our organization
- Coordinating the elaboration of a plan for continuous improvement of service quality towards customers, including procedures, workflows, training, and development curricula.
Product Master Data Manager (E5)
MS/SOX | Mercedes-Benz, Group AG
04.2018 - 07.2019
- Team Coordination including involvement in recruiting and selection, motivation, performance appraisal, training, and development
- Communicating regularly with the Product Manager of the assigned market, to plan next activities, to clarify feasible implementation scenarios for the market request
- Leading the communication with the HQ departments for issues and situation, that require additional clarifications or corrections in the central database.
Quality Assurance Specialist
MS/SOX | Mercedes-Benz, Group AG
07.2016 - 03.2018
- Act as, for complex issues and special customer requests and escalations
- Act as single point of contact for assigned markets and ensure effective customer support
- Participating and ensuring a smooth transition in terms of business processes, and support for customer migrations from different client services
- Analyzing and driving process improvement for increasing the quality of the services.
Market Layer Configuration Analyst
MS/SOX | Mercedes-Benz, Group AG
08.2014 - 05.2016
- Maintaining of product master data for beneficiary markets, data which is used by the recipients for issuing offers, orders and invoices for Mercedes-Benz Cars and smart divisions
- Evaluating and implementing market-specific products taking in consideration the specific standard framework, prices, optional extras package and the period of applicability
- Caring out regular meetings and communications with the Product Management Team of the recipient MPC/GD to establish plausible scenarios of future activities and for clarifying the implementation of the requirements received from the market.
Education
Master of Science - Business Management
Bucharest University of Economic Studies
Bucharest 10.2010 - 06.2012
Bachelor of Science - Business Management
Bucharest University of Economic Studies
Bucharest 10.2007 - 06.2012
Skills
Operations Management
Strategic Planning
Team Leadership
Project Management Expertise
Staff Retention
Budget Administration
Customer Satisfaction
Improvement Plans
Knowledge Learning Strategies
Technical Improvement
IT Systems Support
Operational Efficiency
Complex Problem-Solving
Critical Thinking
Motivational Leadership
Operations Management
Additional Information
I was one of the founding members of the first Mercedes-Benz Shared Service Center in Bucharest in 2014 and I have successfully contributed to the construction and development of the teams. Today our center has 6 departments and 130 employees.In 2019 I have started building from scratch a team of 15, staring with 4 and handling all the hiring and onboarding during pandemic times. I started with handling a 400.000 EUR budget and reached 800.000 EUR for 2023.On the other side, I have implemented a ticketing solution in the worldwide Sales Operations department in MS/S and ITS/E and convinced around 300 users to switch from e-mails to tickets. Based on this I have built a PowerBI dashboard within MS/SO to present the quality of the Product Data. I have been working with people from 20 to 60 years old and similar years of experience in the company. In terms of people development, I help them reach their natural best.In summer 2022 I have successfully passed the PV44 assessment.
Timeline
Customer Data & DoC Manager (E5)
CRM Operations | Mercedes-Benz, Group AG
06.2024 - Current
Product Master Data Manager (E5)
MS/SOX | Mercedes-Benz, Group AG
04.2018 - 07.2019
Quality Assurance Specialist
MS/SOX | Mercedes-Benz, Group AG
07.2016 - 03.2018
Market Layer Configuration Analyst
MS/SOX | Mercedes-Benz, Group AG
08.2014 - 05.2016
Master of Science - Business Management
Bucharest University of Economic Studies
10.2010 - 06.2012
Bachelor of Science - Business Management
Bucharest University of Economic Studies
10.2007 - 06.2012
Sales Operations Support Manager (E5)
MS/SOP | Mercedes-Benz, Group AG
8 2019 - 05.2024
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