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My Resume

Nick Martinovic
13 Rue De Bassano
Paris, France
+33 06 48 18 96 50
nmartinovic+resume@gmail.com

SUMMARY
A results-driven professional with over 10 years of experience leading critical business escalation, analytics, and operations initiatives across global markets. Proven track record in managing cross-functional teams, optimizing incident management processes, and minimizing revenue loss for industry-leading companies. As Senior Manager of Business Escalation at Criteo, built and led a global team of analysts across Paris, New York, Tokyo, and Barcelona, reducing the financial impact of incidents by 50% and cutting resolution times by 40%. Adept at forging strong relationships across Product, R&D, Legal, and Commercial teams to drive business continuity, client satisfaction, and operational efficiency. Recognized with multiple awards for individual and team achievements, with a strong foundation in data analytics, business monitoring, and process improvement.

EXPERIENCE
Criteo, Tokyo, Japan & Paris, France
October 2021 - Present
Senior Manager, Business Escalation

  • Built a team of 3-5 Analysts across Paris, Barcelona, Tokyo, and New York City.
  • Coordinated the biggest issues impacting Criteo’s reputation and revenue, resulting in less than 0.7% of Criteo earnings to be lost to Technical incidents by working with Product, R&D/Engineering, Legal, Commercial, and GTM Teams.
  • Developed relationships with all organizations at Criteo to speed the issue resolution time from 5 days to 3 days and reduce the cost per issue by 20%.
  • Manage incidents for all stakeholders at Criteo, from Account Executives to CTO/CFO/CRO.
  • Constructed and maintained alerting and processes related to Client Issues at Criteo:
    • Eg, alerting built for Discarded TAC, Client Overdelivery, Business Model Margin, and others.
    • Eg, processes built for Global Client Refunds, Client discrepancies, Escalation paths.
  • Won Business Operations Department (120 people) award twice:
    • 2022: Best Individual Achievement
    • 2023: Best Team Achievement

Criteo, Tokyo, Japan
April 2019 - October 2021
Senior Business Escalation Analyst

  • Act as a main point of contact for APAC Sales & Operations teams and management for issue escalations. Facilitate communication and align priorities between local teams and Paris-based Central, Product, and R&D teams.
  • Take the lead with end-to-end critical incident management, including qualification, investigation, business impact analysis, and communication to the appropriate Sales & Operations audience. Work with various teams around the globe throughout investigations.
  • Represent the Business Escalation team in meetings and in interactions with Sales & Operations management in APAC.
  • Contribute to issue detection through business monitoring alongside local management and analytics / technical teams, and investigation of business alerts.
  • Drive issue post-mortems, and leverage learnings from past issues to propose, create and/or adapt internal processes and tools in order to improve our issue detection capabilities and further protect Criteo revenue and reputation.
  • Propose innovative solutions and improvements to the 24/7 support organization, managed by the Business Escalation team.

Ernst & Young, Bellevue, WA (formerly Society Consulting, acquired in 2016)
December 2014 - August 2018
Senior Consultant

  • Led Support Team for Microsoft Digital Analytics Program.
  • Presented program milestones and recommendations for stakeholders at monthly business reviews.
  • Analyze tool usage, team utilization, and ad hoc requests from stakeholder in order to optimize program.
  • Supported migration from comScore Digital Analytics, to Interana, to Adobe Analytics in 2 year span.
  • Created Documentation and led trainings for migration to new reporting platform.
  • Supported Microsoft and customers as they migrated to a new javaScript data collection taxonomy.
  • Work as support point of contact for over 2,000 users of MSCOM Digital Analytics Tool.
  • Create guides, FAQs, newsletters, and videos to educate and enable users of the tool.
  • Basic web and javascript debugging for digital analytics data ingestion.
  • Created internal dashboard with team KPIs in Power BI.

Pointmarc Consulting, Bellevue, WA
August 2013 - December 2014
Analytics Consultant

  • Partner with campaign/program/project managers to understand their business needs/goals and develop measurement plans to measure core KPI’s and optimize the site/campaign to drive better results
  • Lead web analytics initiatives that bring together various marketing groups around best practices and shared leanings including, but not limited to, the following areas:
    • Multivariate testing (ie, A/B split testing) to drive site optimization
    • Analyzing behavioral and attitudinal data and leveraging that data to better understand and improve customer engagement with sites and marketing campaigns
  • Work in a collaborative environment with other members of the marketing analytics team to develop, maintain, and enhance the reporting platform
  • Deliver on ambiguous projects with multiple stakeholders, unclear requirements, and incomplete data

ATG Stores, Kirkland, WA
March 2011 – August 2013
Category Manager – Home Accents & Decor

  • Responsible for the growth and increased profitability of the Flooring and Decor categories within ATG Stores
  • Accountable for Profit & Loss statement analysis of Home Accents & Décor categories, including sales and expense forecasting
  • Merchandised three high level sites more effectively using site analytics and customer reviews, resulting in increases in average order size as well as lower cost per sale and online cart abandonment rates
  • Worked with vendors to negotiate more aggressive pricing and incentives, resulting in a 15% increase in profit margin per order
  • Procured over 40 new suppliers annually, managed 120+ supplier accounts and $10 million annual revenue
  • Worked with product vendors and ATG marketing to coordinate brand promotion through e-mail, website features, cross promotion, television appearances and social media
  • Provided support & instruction to vendors during the acquisition of ATG Stores by Lowe’s Inc. in December 2011

ATG Stores, Kirkland, WA
March 2010 - March 2011
Supplier Relations Analyst

  • Worked with over 120 vendors to strategize ways to build growth and implement B2B efficiencies
  • Provided support as first point of contact for vendors. Solved 98% of problems without any interruption in order
  • Reached out to potential new vendors, resulting in over 200 new business relationships that totaled over $1,600,000 in business for ATG Stores
  • Used market analysis techniques to merchandize top furniture categories, resulting in record growth and sales in 2010 & 2011

Holland America Line, Seattle, WA
September 2007 – March 2010
Alaska Inventory Specialist

  • Managed inventory for all Alaska Land Excursions
  • Responded to any concerns or issues presented during the tour in a timely and professional manner
  • Increased the amount of tours and block by 15% without increased issues
  • Dealt with any issues brought forward by vendors and reconciled 97% of problems without any interruption of tour.
  • Built pricing and block files for the 2008 and 2009 season
  • Managed and oversaw 2008 – 2009 documents process for Gray Line of Alaska
  • Created standard documents procedures increasing overall productivity
  • Worked 20-30 hours per week while balancing a full University of Washington undergraduate course load

EDUCATION
University of Washington-Seattle June 2009
Bachelor of Arts, Economics

SKILLS
Certifications: Certified Web Analyst (Digital Analytics Association), Competent Communicator (Toastmasters), Adobe Analytics Business Practitioner, Data Science Certificate (DataCamp)
Computer Skills: MS PowerBI Stack (Power Pivot, Power View, Power Query, Power Map), MS Office (advanced skills in Word, Project, Excel, Access, PowerPoint, and Outlook); SQL Queries; Visual Basic, Intermediate Python
Web Skills: Google Analytics Certification, Adobe Analytics, WebTrends, Basic HTML, Basic
Javascript, Comscore Digital Analytix
Negotiation Skills: Consistently a top departmental performer (most effective contract negotiator, maintain long lasting supplier relationships, winner of several department-wide competitions)