Nemanja Lukic

Experience

• 

  CTshop

  Jun 2010 - Jun 2015

  • Full ownership of category performance including forecasting, monitoring, reporting on the business, along with contributing to driving projects and trading strategy to achieve business goals.• Leading effective negotiations with suppliers to establish joint goals while improving cost structure.• Influencing the design of the categories, as well as contribute to new product groups and improving the customer experience to deliver growth.• Creating business plans for new opportunities and developing and executing project plans for the launch of new products, incorporating merchandising and pricing strategies.• Working cross-functionally with counterparts across in-stock management, marketing, finance, and retail systems to operate and grow the business.• Continually improve and automate manual processes to enable myself and team to scale better as the business grows. Show less • Regularly analyzing and following up on Sales & Profit KPIs for the department with the Visual Merchandisers. Securing that actions are taken to maximize selling. Supporting the Visual Merchandisers with these actions by securing the hours and staff needed for a successful execution• Together with the store management team, setting the hours plan for the department in line with the sales budget• Together with the store management team, ensuring proper scheduling for the department to maximize conversion and enable commercial activities (department moves, Sales, Deals, etc.) keeping within the frame of the hours plan• Planning and prioritizing actions together with your team that have a clear impact on selling• Ensuring the department’s execution continuously meets company standards• Ensure company Customer Service standards are delivered at all times through active coaching of Sales Advisors and leading by example• Ensure the maintenance of the department is managed in a cost-efficient way to meet company standards and initiate actions accordingly with the store management team• Actively prevent loss and ensure the department follows appropriate safety and security guidelines• Give input to the Store Manager on allocation and replenishment to secure a good garment level in the department according to selling• Inform the Store Manager of any potential risks, threats, and opportunities related to the competitor landscape Show less

  • Product Manager/Category Manager - Cell Phones and Equipment

    Nov 2014 - Jun 2015

  • Department Manager - Cell Phones and Equipment

    Sept 2012 - Oct 2014

  • Salesman - Cell Phones and Equipment

    Jun 2010 - Sept 2012
• 

  NCR Corporation

  Jun 2015 - Oct 2023

  In my current role as the Data and Digital Engagement Lead within the Enterprise Account Team at NCR, I continue to build on my previous experience while taking on formal authority as a member of the Account and Sales organization. My responsibilities include:- Leveraging my expertise in digital transformation to drive predictive and proactive support solutions.- Collaborating with IT engineering teams (data science, data engineering, AI/ML) to develop and implement tools that enhance operational efficiency and reduce downtime.- Serving as a product owner for key accounts, including Walmart, ensuring the delivery of tailored solutions that meet customer needs.- Managing multiple roles such as product manager, project manager, and scrum master, overseeing the successful execution of cross-functional projects.- Leading a team with formal authority, providing strategic direction, mentorship, and support to ensure high performance and achievement of key metrics.- Facilitating effective communication and collaboration between internal teams and customers to ensure seamless service delivery and continuous improvement.- Supporting the sales organization by integrating data-driven insights and digital solutions into account strategies.This role allows me to combine my technical expertise, leadership skills, and customer-focused approach to drive innovation and success for both NCR and our clients. Show less Digital Connected Services SpecialistAs the Digital Connected Services Specialist at NCR, I played a pivotal role in driving the digital transformation of our service desk operations. My responsibilities included:- Serving as a technical SME, collaborating with IT engineering teams, including data science, data engineering, and AI/ML teams, to develop tools that enhance predictive and proactive support.- Leading the implementation of advanced support technologies to improve efficiency and reduce device downtime.- Acting as a product owner for our largest customer, Walmart, overseeing the development and deployment of customized solutions.- Managing multiple roles such as product manager, project manager, and scrum master, facilitating the successful delivery of projects without formal authority.- Coordinating cross-functional teams, both internally and with customers, to ensure seamless communication and collaboration.- Driving continuous improvement initiatives to enhance service delivery and customer satisfaction.This role allowed me to leverage my technical expertise and leadership skills to support digital innovation and operational excellence across the organization. Show less Team Lead, L2 Support TeamsIn my role as Team Lead for the L2 Support Teams at NCR, I took on a leadership position within the service desk management, overseeing a team of approximately 60 agents. My responsibilities included:- Leading and managing L2 support teams specializing in cabling, network issues, and general technical support.- Monitoring team performance and ensuring adherence to key performance indicators (KPIs).- Conducting hiring, training, and development programs to build and maintain a skilled and effective support team.- Providing mentorship and guidance to team members, fostering a collaborative and productive work environment.- Implementing and optimizing support processes to improve efficiency and customer satisfaction.- Collaborating with other departments to ensure seamless service delivery and continuous improvement.This role enhanced my leadership skills and allowed me to drive operational excellence and team performance in a dynamic support environment. Show less Network and Cabling L2 SpecialistAs a Network and Cabling L2 Specialist at NCR, I focused on resolving complex network and cabling issues, ensuring seamless connectivity and optimal performance for our clients. My responsibilities included:- Troubleshooting and resolving issues related to network hardware and software, including Cisco, Meraki, and Juniper devices.- Managing and configuring ports, switches, and routers to maintain efficient network operations.- Diagnosing and repairing cabling issues involving UTP and fiber optic cables.- Handling voice gateways and analog phone line configurations.- Providing advanced technical support and guidance to field engineers and other support teams.- Collaborating with various stakeholders to ensure timely and effective resolution of network problems.This role expanded my expertise in network infrastructure and enhanced my ability to manage complex technical challenges in a fast-paced environment. Show less In my role as a BST L2 Agent at NCR, I transitioned to a more technical and specialized position where I became a subject matter expert (SME) in Backoffice, POS and self-checkout systems. My responsibilities included:- Providing advanced technical support to field engineers and L1 agents.- Troubleshooting complex hardware and software issues that couldn't be resolved at the L1 level.- Acting as a technical SME, offering guidance and expertise to ensure swift and effective problem resolution.- Assisting in the training and development of L1 agents to enhance their technical skills.- Collaborating with various teams to improve support processes and service delivery.This role allowed me to deepen my technical expertise and enhance my ability to support and mentor others in the field. Show less PointOfSale/SelfCheckout AgentAs a PointOfSale/SelfCheckout L1 Agent at NCR, I played a crucial customer-facing role, providing first-line support for POS and self-checkout systems. My responsibilities included:- Engaging with customers over the phone to troubleshoot and resolve issues remotely.- Diagnosing and resolving hardware and software problems related to POS and self-checkout systems.- Dispatching field engineers for on-site support when necessary.- Managing escalations and ensuring timely resolution of critical issues.- Delivering exceptional customer service and maintaining high customer satisfaction.This role honed my technical problem-solving skills and my ability to handle high-pressure situations with professionalism and efficiency. Show less

  • Enterprise Account Team - Data & Digital Engagement Lead

    Aug 2023 - Oct 2023

  • Walmart DCS Specialist

    Jun 2021 - Aug 2023

  • Walmart BST/ADVHD/Cabling L2 Team Lead

    Jul 2019 - Jun 2021

  • Walmart Cabling/Network L2 Team

    Sept 2018 - Jul 2019

  • Walmart Belgrade/Bentonville Support Team L2

    Jan 2016 - Sept 2018

  • Walmart POS / SCO Team

    Jun 2015 - Jan 2016
• 

  NCR Voyix

  Oct 2023 - now

  Enterprise Account Team - Data & Digital Engagement Lead

  In my current role as the Data and Digital Engagement Lead within the Enterprise Account Team at NCR, I continue to build on my previous experience while taking on formal authority as a member of the Account and Sales organization. My responsibilities include:- Leveraging my expertise in digital transformation to drive predictive and proactive support solutions.- Collaborating with IT engineering teams (data science, data engineering, AI/ML) to develop and implement tools that enhance operational efficiency and reduce downtime.- Serving as a product owner for key accounts, including Walmart, ensuring the delivery of tailored solutions that meet customer needs.- Managing multiple roles such as product manager, project manager, and scrum master, overseeing the successful execution of cross-functional projects.- Leading a team with formal authority, providing strategic direction, mentorship, and support to ensure high performance and achievement of key metrics.- Facilitating effective communication and collaboration between internal teams and customers to ensure seamless service delivery and continuous improvement.- Supporting the sales organization by integrating data-driven insights and digital solutions into account strategies.This role allows me to combine my technical expertise, leadership skills, and customer-focused approach to drive innovation and success for both NCR and our clients. Show less