Marios Vougioukas

Experience

• 

  Beta Securities S.A.

  Jan 1999 - Mar 2001

  Analyst - Broker
• 

  Eurobank EFG

  Nov 2002 - Jan 2004

  Customer Service officer
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  Eurobank

  Apr 2004 - Jun 2017

  My team was Responsible for all financial products (loans, Deposits, Transactional, insurance) provided to Small business customers. Full responisbility of market research, product design, communication to the network, supporting marketing initiatives, budgeting, pricing, promotion, monitoring. Among core tasks was also training of Sbb RMs. Specialized in building CRM platfroms. Participated from the Business side in building the CRM platfrom for the retail network, participated in building the customer profitability tool for Sbb Clients. Also project managed the innovative for Greek banking standards, Business check up tool, that smartly provides aimed consulting in several areas of Business Operations and banking relationship. Show less

  • Head of Product Development Small Business Banking

    Jan 2015 - Jun 2017

  • Product Manager

    Aug 2008 - Dec 2014

  • Small business Banking RM

    Apr 2004 - Aug 2008
• 

  Dixons South East Europe

  Jun 2017 - Oct 2021

  Customer Strategy, CRM & Loyalty Manager

  •Customer Strategyo Designed the segmentation model, based on customer levels of engagement (and value), potentiality and strategic importance o Designed tactics for the strategic segments (marketing proposition, and service model across all channels)o Invested in Customer Lifetime value models to increase customer’s base value. • CRM Campaigningo Portfolio Analysis – Handling a customer base of 4mil active customers o Customer Profiling – Setting up customer attributes and personaso Campaigning (sms, viber, call centers)o Results measured only on the incremental level (over control group) and targeted ROMI was over €5 profit per Euro spent• Loyalty Schemeo Run a “shadow” Loyalty Scheme serving valuable customers from strategic segments, with exclusives offerings, extra benefits, personalized pricing, service priority in our channels and special events held to increase engagement• Bank Loyalty Scheme managemento Managed the loyalty schemes of Alpha Bank (Bonus) and NBG (Go4More) Show less

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  Public Group

  Oct 2021 - Dec 2022

  Head of Customer Managment, Loyalty & CX Strategy

  • CX O Redesigned existing Transactional NPS system, shading light to new pain point areas O Organized and run the company’s Customer Transformation Program. As the Program Manager, I led 2 rounds of major cross functional Projects, covering all areas of operations O Designed a solid Recovery Policy, on a proactive and a reactive base• CRMO Led the project of creating a Golden Record Customer Base for both brand and across channelsO Redesigned the GDPR Strategy (infrastructure and processes) to enlarge the contactable customer base O Designed and launched the NEW Public Group GiftCard. Also undertook its product management (operations, marketing, and sales)O Led the transition to a new cutting-edge Marketing Automation and Data PlatformO Led the project of building Advanced Customer Analytics, outsourcing services to strategic partnersO Led the re-platforming of Business Messaging to new Partners, streamlining the infrastructure set up, achieving significant cost efficiencies.O Designed 2023’s Customer Strategy, to adhere Organization’s strategic repositioning and full consolidation of MediaMarkt • LoyaltyO Re-platformed the scheme and launched the digital phase of Loyalty operationsO Designed the onboarding of Public members to the new digital platform O Designed the transition of MediaMarkt customers to Public, through onboarding them to the new loyalty scheme Show less

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  Attica Bank

  Feb 2023 - now

  • Small Business Strategy & Business Development | CVM & CX Director

    Mar 2025 - now

  • Director of CRDOs Office - CX, CRM, Strategy

    Feb 2023 - Mar 2025