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
2024.06 - 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 - 2024.05
- 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
2018.04 - 2019.07
- 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
2016.07 - 2018.03
- 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
2014.08 - 2016.05
- 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 2010.10 - 2012.06
Bachelor of Science - Business Management
Bucharest University of Economic Studies
Bucharest 2007.10 - 2012.06
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
2024.06 - Current
Product Master Data Manager (E5)
MS/SOX | Mercedes-Benz, Group AG
2018.04 - 2019.07
Quality Assurance Specialist
MS/SOX | Mercedes-Benz, Group AG
2016.07 - 2018.03
Market Layer Configuration Analyst
MS/SOX | Mercedes-Benz, Group AG
2014.08 - 2016.05
Master of Science - Business Management
Bucharest University of Economic Studies
2010.10 - 2012.06
Bachelor of Science - Business Management
Bucharest University of Economic Studies
2007.10 - 2012.06
Sales Operations Support Manager (E5)
MS/SOP | Mercedes-Benz, Group AG
8 2019 - 2024.05