Sonja Lukic

Experience

• 

  METRO AG

  Jun 2007 - Sept 2007

  Intern

  As part of the Zoran Djindjic Internship program, I worked at Metro Cash and Carry in Dusseldorf, Germany, focusing on a project aimed at enhancing productivity per square meter and optimizing selling space.

• 

  Assembly of AP Vojvodina

  Nov 2007 - Feb 2008

  Intern

  During an internship in the HR Department, I focused on organizing internal seminars and trainings related to EU Projects.During an internship in the HR Department, I focused on organizing internal seminars and trainings related to EU Projects.

• 

  VINCI

  Feb 2008 - May 2009

  Administration

  During my studies, I worked on the administration and translation of project documentation in English and Serbian for a construction project in Southeastern Europe.

• 

  Tarkett

  Sept 2009 - Feb 2023

  Led adoption and integration of Dynamics CRM, Call Centre, and Marketing Automation platforms, saving 25% of time on manual data entry tasks.Implemented customer experience solutions across Marketing, Sales, and Customer Services, resulting in a 30% improvement in Net Promoter Score (NPS) worldwide.Improved integration between tools, helping internal teams collaborate around a project/customer. Successfully managed adoption & continuous improvement of new digital tools.Increased customer satisfaction & website NPS by supporting countries with content creation, user feedback analysis, and product data improvement.Reduced time to data for internal people by 5X and optimized data sharing with e-commerce partners.Improved lead management with sales & retailers by implementing lead tracking process. Acted as liaison between developers and business, prioritizing product requirements and setting realistic development expectations and timelines.Improved existing products based on customer evaluation and needs.Collaborated with cross-functional teams globally to understand customer pain points and transform them into actionable user stories.Led a 4-person development team, defining product vision, strategy, and roadmap. Successfully managed several website projects across South Eastern Europe, resulting in increased traffic and ranking.Organized photo shooting of 300 references across 14 countries, coordinating with photographers, architects, site owners, and obtaining all necessary approvals and documentation.Led part of project transforming an old factory building into a modern 1000 m2 showroom and training center for flooring partners.

  • Group Customer Relationship Business Program Manager

    Jul 2022 - Feb 2023

  • Project Manager

    Jun 2017 - Jun 2022

  • Product Owner

    Jan 2016 - Jun 2017

  • Digital Marketing Specialist

    Sept 2009 - Jun 2016
• 

  Kraftwerk | agency

  Feb 2023 - now

  Agile Project Manager

  Worked on AI-driven (PoC) initiatives, implementing SUMM AI for simplified German and DeepL for automated translations.Increased team efficiency through streamlined process implementation, improving collaboration and workflow integration.For last two year led over 15 projects across different industries and technologies (PHP, Typo3, WordPress).Increased B2B customer Web shop performance for over 40%.