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PERSONAL INFORMATION Luka Frljužec
Gajeva 13, 49000 Krapina (Croatia)
+385 (0)98-1975-985
Date of birth08/03/1988 | NationalityCroatian
WORK EXPERIENCE
01/09/2014–present Sales Officer/Key Account Manager OMCO Croatia d.o.o.
Mali Tabor 40/1, 49231 Hum na Sutli (Croatia)
▪ Opening new work orders – a complex activity consisting of several processes, which include: correspondence with managers in Belgium (where the international head office is located), sending work orders and checking the accuracy of sent work orders. After that, new work orders need to be logistically organized by exporting them from the information system (which also includes a secondary control of orders [material, quantities, etc.]) and then they need to be arranged in the delivery plan, while paying attention to detail and precision.
▪ Coordinating logistics, commerce and production - After opening work orders, it is extremely important to monitor the performance of each process after its launching. That requires constant supervision and correspondence with people from different sectors as well as summarizing information and making decisions based on them. The process is often stressful, because the received information is sometimes incorrect, or someone forgets to carry out his or her part of the job. In such cases, it is necessary to make the best decision at a given time.
▪ Responding to customer complaints – The glass industry is an industry where complaints are received on a daily basis because tolerances for specific products are extremely low (for example, 0.01 mm). That is the reason why customer complaints are received every day, and they all need to be addressed separately. I also make sure that customers are informed in a timely manner and that they have all required documents and drawings for the job.
▪ Planning and performance of logistic processes – In order to meet the deadlines and lower the cost, every week (and, certainly, every day because of the inconsistency of production) logistic processes are planned and optimized as well as the routes to reach customers and the modes of transport.
▪ Managing OMCO web portal - As part of direct sales, the portal was created for our direct customers in order to ensure an easier and a more detailed insight into our cooperation. Hence, the portal needs to be updated with data regarding cooperation. Based on the report on open work orders and offered jobs which is sent from the office in Belgium, the portal needs to be manually updated every day.
▪ Conversion of jobs from one information system to another - Due to the nature of business, in order to record all direct sales in the entire corporation, those jobs need to be converted from one information system to another. This is an extremely important activity since it directly affects the presentation of financial results, so exceptional precision and timeliness are essential for this activity. In addition to having IT skills, technical skills are also required because technical drawings need to be accurately read, so products like moulds and other tools could be properly displayed and calculated in the information system of the entire group.
Type of business or sector: Production / Commerce
20/05/2013–31/08/2014 Marketing Assistant
ZOO HOBBY d.o.o. Radnička 177, 10000 Zagreb (Croatia) www.zoo-hobby.hr
▪ Social media management for ZOO CITY - Managing relations with existing and potential customers and strengthening the retail brand of ZOO CITY. Additionally, the focus was on social marketing, which
besides public relations included management of regular topics, such as: ZOO CITY You and Your Dog, ZOO CITY Educational Wednesday, corporate sales posts, ZOO CITY Retro Thursday, ZOO CITY Breeds around the World Friday. Each of these categories required deliberation on the message, text and its visual aspect. It also required a lot of energy, time and concentration. Furthermore, I am constantly up-to-date with all changes of the Facebook platform, since each modification also changes the appearance of a website. In order to have a perfect visual identity of our business website, we need to know all those changes so we could design our visuals in accordance with Facebook rules.
▪ Active use of Google Analytics tools- Website visitor analysis was performed once a week, and we also analysed the duration of their visits, performed conversions , the success rate of a particular content and newsletter and so on.
▪ Sales analysis after marketing activities (for example,. SMS marketing) - Company managers wanted fast and precise information and conclusions based on sales figures, and that was exactly what I did when I was required to process data.
▪ Control of websites, content and products - The task was to ensure continuous availability of products on the website and control the accuracy of displayed content in the web shop. (pictures of products, texts, etc.).
▪ Designing website content (articles, infographics, notifications and so on) - The content had to be regularly updated and this task required a lot of writing, which had to be interesting and of great quality. The texts also needed to be accurate, especially if they included advice to pet owners regarding food, pests risk and so on. Here are a few examples of content I created: example 1, example 2, example 3.
▪ Making newsletters for the web, monthly special offers and other tasks when needed. - The point was to spread information about monthly special offers and other current matters (e.g. inform the Loyalty club members about new benefits). I made a template for the re-design of the newsletter, which led to an increase of sales via newsletter of over 100%. Here are examples how the newsletter looked before, and this is how it looks today. Here are some examples of newsletters with infographics I made.
▪ Sweepstakes organization- Strengthening the relationship with our potential and existing clients and increasing the number of likes on the Facebook page. I know how to organize sweepstakes and implement them from beginning to end.
▪ Design of visuals, if required, and in accordance with the personal and technical capabilities. - Strengthening the visual identity of ZOO CITY, with the goal of saving company resources by performing in-house activities whenever possible. I developed a way to create visuals that saved company a couple of thousand HRK because it did not have to hire a designer.
▪ Supporting the retail department in preparation of monthly fliers - My task was to facilitate the making of monthly fliers by writing PR articles about products, current events, veterinary advice, and so on.
▪ Managing customer relations - It included answering queries, responding to criticism and handling complaints and claims.
▪ Positioning ZOO CITY branches on Google Maps - I mastered this process and properly positioned all branches on Google Maps.
Type of business or sector: Wholesale and retail
01/06/2012–19/05/2013 Adviser for Active Employment Measures
Croatian Employment Service, Regional Office Krapina K. Š. Đalskoga 4, 49000 Krapina (Croatia) www.hzz.hr
During my vocational training in the Croatian Employment Service, I worked with employers who wanted to get state subsidies for employment. The job included advising employers and employees, receiving and processing requests, analysing financial reports, monitoring the implementation of measures in practice.
In addition to these main tasks, due to the rotation of jobs, I spent some time at the Croatian Employment Service counter. The job included working with clients every day, registering unemployed persons in the system, advising the unemployed and so on.
Type of business or sector: Public administration
EDUCATION AND TRAINING
PERSONAL SKILLS AND COMPETENCES
15/03/2011–15/06/2011 Marketing Assistant
Obala Grupa d.o.o. Planinska ulica 13, 10000 Zagreb (Croatia) www.obalagrupa.com
▪ creating POS material from scratch (contacting producers, proposing creative solutions, designer briefing, supervision of production processes and so on)
▪ logistics (distribution of POS material in Croatia and to other markets in the region)
▪ active participation in the production of TV commercials for brands Limona and Orangina
▪ I was responsible for creating Facebook profiles for brands Limona and Orangina
▪ control and budget management
▪ organizing promotional activities (for example, BTL activities with hostesses, etc.)
▪ use of the Diglas ERP system (required for the control and distribution of POS material)
▪ organizing the production and transport of POS material with producers from abroad (everything was carried out in German)
Type of business or sector: Wholesale and retail
2010–2011 Master of Economics (specialized in marketing) Level 7 of the European Qualifications Framework
Faculty of Economics and Business of the University of Zagreb Trg Johna Kennedyja 6, 10000 Zagreb (Croatia) www.efzg.hr
2006-2010 Bachelor of Economics (univ.bacc.oec.), marketing specialization Level 6 of the European Qualifications Framework
Faculty of Economics and Business of the University of Zagreb Trg Johna Kennedyja 6, 10000 Zagreb (Croatia) www.efzg.hr
Mother tongue Croatian
Other languages UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production
English C2 C2 C1 C1 C1
German B1 B1 B1 B1 B1
Levels: A1/A2: Basic user - B1/B2: Independent user - C1/C2 Proficient user Common European Framework of Reference for Languages
Social skills and competences I am very team-oriented and I enjoy working with people. I believe I interact well with co-workers and I quickly adapt to new people. I am very open and tolerant and I respect my co-workers. I think that I can create a pleasant working atmosphere. My family has worked in the field of hospitality management, so I have been surrounded with different people my whole life. This has enabled me to learn how to behave with people and I believe that this is also reflected in my workplace behaviour.
ADDITIONAL INFORMATION
Organisational skills and competences
My previous jobs and obligations I had in those companies taught me to be organized, quick and professional in performing tasks. I am proud to say that I handle stress very well and that my special talent is multitasking. In all previous workplaces I dealt with logistics (for example, organizing the delivery of POS material or prizes for sweepstakes, etc.) and every single time everything was carried out as planned. I try to perform tasks before the deadlines, without compromising the quality of the final outcome.
Business skills My employer can count on my excellent computer skills, fast acceptance and adoption of existing business processes, saving company money thanks to my rational thinking and knowledge (designing visuals instead of paying a designer), excellent management of social marketing (knowledge of the most recent trends, design of visuals for particular platforms, know-how for successful management of relations with online fans), and everything else which is needed to get the job done.
Generally, I am a curious person and I like to constantly develop my skills and knowledge as well as to find ways of how to improve business processes. For example, at my current workplace I was not satisfied with the appearance of the newsletter, so I made a template in PowerPoint and improved it. This led to an increase of sales via newsletter of over 100%, which is evident from the analysis made by the Google Analytics tool.
This is only one of the examples what I have to offer to my employer. I think fast and I have the ability to find solutions to problems quickly, regardless of the type of a problem. I like to say that I am an "integrated corporate marketing expert" that does not know everything, but has the ability to learn quickly.
Computer skills and competences I am a proficient user of MS Office programs, especially PowerPoint. I am truly proud that I have mastered this programme given that I use it for design of high-resolution visuals (300 DPI, which is standard in the printing industry) and this could save many resources to my potential employer, since there is no need to hire a designer.
Furthermore, I am very competent in the field of technology and I am eager to improve my knowledge. This is the reason why I want to take my Photoshop knowledge to the next level.
Driving licence AM, B
Recommendations ▪ Ms Jasna Turibak, Head of Public Relations Department in PBZ, Krapina Branch Phone: +385 (0)49-449-008 Email: [email protected]
▪ dr.sc. Sandra Horvat, research assistant at the Marketing Department of the Faculty of Economics and Business of the University of Zagreb Phone: +385 (0)1-238-3315 Email: [email protected]
▪ Ms Anita Tušek, Head of Department for the Active Employment Policy, Croatian Employment Service, Regional Office Krapina Phone: +385 (0)49-382-264 Email: [email protected]
▪ Ms Martina Mršić, former Head of Marketing Department of ZOO HOBBY Phone: +385 (0)91-366-7204
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