Maja Milankovic
Group Product Management, Market And Sales Excellence And Growth
Vienna
Summary
Strategic CRM and digital transformation leader with 15+ years driving customer-centric innovation across the telecommunications industry. Expert in end-to-end product development, go-to-market strategy, and customer lifecycle management within large-scale international environments. Proven track record of architecting enterprise CRM platforms, leading cross-functional teams, and translating data insights into measurable business impact. Strong communicator and relationship builder with exceptional analytical capabilities and a results-driven approach to solving complex business challenges. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
20
20
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Market and Sales Excellence Expert
A1 Telecom Austria Group
Vienna
05.2024 - Current
- Directed cross-functional teams of product owners and managers across A1's footprint, aligning CRM strategy with business objectives
- Conducted strategic assessments identifying high-impact improvement opportunities and defined A1's digital future roadmap
- Coordinated knowledge-sharing platforms driving best practice adoption across 7+ countries
- Strategic vendor negotiations securing favorable terms and partnerships
- Worked effectively in fast-paced environments
Business Transformation and Excellence Expert
A1 Telecom Austria Group
Vienna, Austria
09.2021 - 05.2024
- CRM transformation initiatives across different platforms (e.g. Salesforce) including use cases, roadmap development, implementation and cross-platform system integration with measurable CX improvements
- Conceptualized and led Next Best Action (NBA) frameworks with real-time personalization engines and intelligent product recommendation systems; developed strategies and use cases enhancing omnichannel journey delivery for seamless customer life-cycle experiences across all touchpoints
- Managed Group-wide experimentation frameworks (A/B testing, multivariate testing, use cases) to increase digital engagement and platform adoption throughout customer lifecycle
- Standardized customer campaign performance KPIs across 7 international markets with centralized dashboards (real-time monitoring systems enabling data-driven decision making)
- Monitored profitability and analyzed customer data to improve products and implement market-penetration strategies; conducted comprehensive funnel performance analytics to optimize conversion rates throughout customer lifecycle
- Transformation workstreams: Customer 360 (C360), Marketing Automation, Data-Driven Strategy, Customer Engagement platforms (Salesforce), and Customer Experience optimization
- Directed strategic projects with cross-functional teams of up to 20 people including external consultants
Group Marketing Expert
A1 Telecom Austria Group
Vienna, Austria
09.2016 - 09.2021
- Optimized customer lifecycle activities by driving revenue through churn prevention, upselling, and cross-selling campaigns and retention optimization
- Conducted portfolio analysis and market research for residential segment offerings including digital telecom and youth-focused products
- Data analytics and performance management: Developed holistic KPI frameworks for Customer Service/Customer Experience initiatives to measure business impact; Maturity assessment tool with 50+ performance indicators covering team organization, data analytics, digitization, and lifecycle management
- Shaped go-to-market strategies with robust KPI tracking across multiple product launches (dashboards) with pre-sales and after-sales support
- Designed and executed loyalty management programs that enhanced customer retention and lifetime value
- Organized and facilitated multinational exchange sessions: CVM forums, senior director meetings, and Marketing Days events (in-person and virtual)
- Partnered with 3rd party marketing leadership to scale non-core products focusing on long-term profitability
Residential Segment Specialist → Senior Specialist → CRM Senior Specialist → CRM Expert
A1 Hrvatska
Zagreb
01.2006 - 01.2016
- Customer Relationship & Value Management (2010-2016)
- Designed and managed comprehensive campaign operations (inbound/outbound, lifecycle) with full P&L responsibility including roadmaps, contact strategies, and performance optimization
- Created promotional offers from business cases through execution, coordinating cross-functional teams and analyzing ROI
- Redesigned retention programs and tariff migration strategies for postpaid and prepaid segments, improving customer lifetime value
- Developed customer segmentation frameworks and loyalty programs driving measurable retention improvements
- Residential Marketing & Product Management (2006-2010)
- Owned end-to-end product development life-cycle: feasibility studies, business cases, go-to-market strategies, channel coordination, and support training
- Drove prepaid segment growth through market opportunity analysis and KPI achievement (market share, revenue)
- Conducted customer behavior analysis and profitability monitoring to optimize product portfolio and market penetration
- Coordinated third-party promotional partnerships and cooperative marketing activities
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Education
mag.oec -
University of Economics
Zagreb, Croatia01.2006
Skills
Ecosystems (SAS, Salesforce, Microsoft, Jira, Confluence)
Problem-solving
Organization and time management
Teamwork and collaboration
Team management
Certification
Certified SAFe 5 Agile Product Manager | 2022
Timeline
Market and Sales Excellence Expert
A1 Telecom Austria Group
05.2024 - Current
Business Transformation and Excellence Expert
A1 Telecom Austria Group
09.2021 - 05.2024
Group Marketing Expert
A1 Telecom Austria Group
09.2016 - 09.2021
Residential Segment Specialist → Senior Specialist → CRM Senior Specialist → CRM Expert
A1 Hrvatska
01.2006 - 01.2016
mag.oec -
University of Economics
Section name
- Key strengths demonstrated: Strategic program management
- Marketing automation
- Next Best Action (NBA) - Omnichannel Strategy implementation
- Performance dashboards
- Funnel Analysis
- Cross-functional leadership
- Data-driven decision making
- Data Governance - Revenue Optimization
- International stakeholder management
- Maturity Assessment