Agnieszka Bokuniewicz
@agnieszkabokuniewicz
Customer Success & Digital Delivery Leader with 15+ years of experience.
PolandWhat I'm looking for
I am a Customer Success and Digital Delivery Leader with over 15 years of experience driving tech-enabled transformation across Europe. As a Commercial Director, I have designed customer experiences that endure, scaling distribution in over 20 markets and leading government contracts across the EU. My focus has always been on delivering exceptional customer experiences, not just products or services.
Throughout my career, I have built and scaled cross-functional teams, achieving over 95% client retention and more than 20% year-over-year portfolio revenue growth through proactive Customer Success strategies. I have implemented data-driven success operations and established operational excellence through ISO 9001:2015 certification, optimizing governance and agile release management.
My passion for digital transformation and emerging technologies drives me to explore new ways to deliver smarter, more human-centered customer experiences. I believe in the power of continuous improvement and coaching to foster high team engagement and low attrition across customer-facing roles.
Experience
Work history, roles, and key accomplishments
Commercial Director | Delivery Director
Infolab Ltd
May 2007 - Present (18 years 3 months)
Led customer-facing operations across Sales, Support, Delivery, and Client Enablement, building and scaling a 60+ FTE cross-functional team with a client-obsessed, outcomes-driven culture. Delivered software and managed services to enterprise and public-sector clients in 20+ countries, ensuring full SoW compliance, risk mitigation, and on-time delivery.
Distribution Manager
Tacholab Ltd
Aug 2013 - Dec 2018 (5 years 4 months)
Designed and led customer onboarding and rollout strategies for new service, ensuring smooth adoption and early engagement. Coordinated go-live and post-go-live activities, including dress rehearsals and stakeholder alignment, to ensure seamless transitions and customer satisfaction.
Sales and Administration Manager
Grand Motors
Oct 2006 - Jan 2007 (3 months)
Led a reorganization of customer-facing operations, including integration of CRM and ERP systems to improve data flow and customer engagement. Defined and implemented customer service standards and operational procedures, resulting in improved satisfaction and service consistency.
Education
Degrees, certifications, and relevant coursework
NUNottingham Trent University
Master Studies, European Business and Finance
2007 - 2009
Undertook Master Studies in European Business and Finance. Focused on advanced concepts in business and finance within a European context.
UKUniversity of Economics in Katowice
Bachelor Studies, Banking and Finance
2003 - 2006
Completed Bachelor Studies in Banking and Finance. Gained foundational knowledge and skills in banking operations and financial principles.
Availability
Location
PolandAuthorized to work in
Job categories
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