Vlad Holban

An enthusiastic manager with drive, determination and a proven ability to ensure that a business operates efficiently and profitably.

Having a track record of maximizing customer satisfaction and profitability whilst maintaining high standards of service and also present a positive and fashionable image of the business.

Well versed in effectively interacting with clients to identify and process their requirements.

Extensive knowledge of the service industry, working practices, recruitment, pay, conditions of employment and diversity issues.

Now looking for a new and challenging position, one which will make best use of my existing knowledge, skills and experience.

Customer Development Manager, Brasserie Blanc London (2016-2022)

• Fully responsible of understanding what our customers expect and how the company can best serve existing customers and attract new ones.
• Working closely with our finance and marketing departments I reached all regional goals and plans for growth for 5 consecutive years, including during the pandemic.
• Continuously in contact with general managers to discuss options for attracting customers to our venues.
• Highly focused on feedback and how it will affect the business in the future in order to report to our board of directors.
• I analyse customer behaviour, sales and where sales are taking place, whilst communicating with our marketing department to discuss advertising, branding, and overall company image.
• I also concentrate on studying customer demographics to ascertain which products or services are favored by individuals in certain regions, age groups, or income brackets.
• As our marketing and product development departments introduce new items, brands, and aspects of company images, I observe and report on how these changes affect customer perception.
• Brasserie Blanc recently received a 50 million pounds capital infusion and my role was determinant in the company's expansion plans. During my 6 years spent in the business I increased customer satisfaction, improved NPS scores and succesfully opened 11 new locations nationwide whilst maintaining some of the highest levels of customer experience in the industry.

Customer Experience Manager, Silvermere Golf & Leisure Club London (2012-2016)

• My role was determinant of customer retention and overall company sales.
• I successfully developed, consolidated and optimised various customer touch point interactions and ensured customer loyalty and satisfaction, both online and in store.
• Created social media polls and used NPS feedback to restructure the golf shop and driving range.
• Increased sales by 12% through making our services more appealing to families, without minimising the overall experience for our members and enthusiasts.
• I simplified communication mediums through which customers could readily contact the company and vice versa.
• Voted best-in-class service delivery manager in my second year.
• Periodically trained a team of 10 shop assistants and 5 online customer support specialists which generated better NPS scores, from 74% to 85% and elevated cross-selling by 15% across the estate.
• In over 3 years spent in the business my most proud achievement was creating a customer-centric culture guiding the marketing and sales teams to align with the larger CX strategy.

Purchasing Manager, The Group Romania Bucharest (2009-2012)

• Responsible of researching and ascertaining the best products and suppliers in terms of best quality, value and delivery schedules.
• I acted as a liaison between suppliers, manufacturers, relevant internal departments and customers.
• Negotiated and agreed contracts, whilst constantly monitoring their progress.
• Made evaluations of prior sales and established future fulfilment needs.
• Analysed bids and made recommendations based on commercial and technical factors.
• During my time with the company I identified and signed contracts with over 30 new suppliers, visited existing business partners, built and maintained strong relationships with them.
• I actively managed a team of 6 purchasing coordinators and together we successfully increased demand by 10% in my second year and 16% in my third year.

Account Manager, New Century Holding Bucharest (2006-2009)

• An integral part of my role was identifying the target audience for particular media campaigns and deciding how best to communicate to that audience.
• Monitored buying strategies ensuring solutions are in line with client briefs.
• Built and maintained strong relationships with clients and media sales companies.
• Negotiated and obtained the best rates and most appropriate media spaces.
• Ensured adverts ran accurately in order to get the desired media message seen and heard by consumers.
• I managed budgets of over 1 million euros in my last year, collected and analysed consumer data which helped my departments' portfolio expansion and future company investments.
• Some of my biggest clients were Bavaria Motors, BRD Groupe Societe General, Allianz-Tiriac and OMV Petrom.

Bachelor of Civil Engineering, Technical University of Civil Engineering Bucharest

2006-2010