Talk to sales Try for Free
Marcin Bogusz

Marcin Bogusz

Logistics Team

Followers of Marcin Bogusz619 followers
location of Marcin BoguszWarsaw, Mazowieckie, Poland

Connect with Marcin Bogusz to Send Message

Connect

Connect with Marcin Bogusz to Send Message

Connect

  • Timeline

  • About me

    Customer Success Manager with SaaS and hospitality background

  • Education

    • AGH University of Science and Technology

      2013 - 2015
      Master's degree

    • Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego w Gdańsku

      2010 - 2013
      Bachelor's degree

      Activities and Societies: AZS AWFiS Gdansk

  • Experience

    • 2011 European Table Tennis Championships

      Oct 2011 - Oct 2011
      Logistics Team

    • Accor

      Nov 2015 - Jan 2021

      • Planned and executed process of organizational culture change in the Eastern Europe region• Co-ordinated, organized and conducted trainings for over 100 key employees from hotels andheadquarters• Delivered cultural change program• Identified main sources of customer dissatisfaction in 130 hotels across 9 countries and improved customer satisfaction metrics• Created customer satisfaction and service quality dashboards (average 1/month)• Monitored quality of the product, service and brand standards compliance• Set-up structure of 9 area Guest Experience Managers / Quality Managers, located in the key easternEuropean markets• Supervised tests of innovative customer engagement software• Implemented employee engagement initiatives, resulting in the increase of customer relationshipmanagement tool usage• Activated loyalty program brand „ALL: Accor Live Limitless” in Poland and Baltic States• Co-ordinated marketing actions in the hotels Show less

      • Customer Manager for Eastern Europe / Area Guest Experience Manager

        Feb 2017 - Jan 2021

      • Welcome Desk at Mercure Kraków Old Town

        Sept 2016 - Feb 2017

      • Front Office Receptionist at Novotel Kraków City West

        Nov 2015 - Sept 2016

    • ZnanyLekarz Sp. z o.o.

      Jun 2021 - May 2022
      Senior Customer Experience Specialist

      • Managed client communication processes by preparing and optimizing automated email marketing campaigns (HubSpot) related to SaaS software for medical facilities and co-created necessary content.• Worked on a project to improve the client onboarding process by introducing self-onboarding elements, which included customer journey mapping, creating e-learning materials, and video production.• KPIs: Email performance (Open Rate, Click-Through Rate, Conversion), SaaS (Active Users, Feature Adoption Rate, User Retention Rate, Churn Rate). Show less

    • SpaceOS (acquired by Equiem)

      Jul 2022 - Apr 2024
      Customer Success Manager

      • Managed corporate customer success (high touch) based on Success Plans tailored to specific business needs and objectives.• Collaborated with sales and product teams on platform implementation projects.• Regularly conducted product presentations, workshops, and training sessions for new clients and tenants, both online and in-person, providing proactive recommendations to maximize platform value.

    • Dealavo

      Jul 2024 - now
      Customer Success Manager

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Marcin Bogusz
      Bernache D’honneur - Silver Bernache of Honour AccorHotels Aug 2018 A prestigious recognition by AccorHotels for the rollout of the Heartist Journey in Eastern Europe.
    • Awarded to Marcin Bogusz
      Guest Passion Prize Winner "Unveil Your Talent 2016"​ Chief Talent & Culture Officer of Accorhotels Nov 2016 Unveil Your Talent 2016 games took place in Paris. During 48 hours, five teams consisting of people from all-around the world had to prepare an afterwork event in five different hotels.
    • Awarded to Marcin Bogusz
      Euro Guest Passion Contest Winner - Oct 2016 Author of video which had the most votes overall and won Euro Guest Passion Contest. It was published on company's official social media streams such as Accorhotels Group's youtube channel and Orbis Hotel Group's facebook page.