Olivera Papić, Head of Corporate Affairs and Marketing, Moj Kiosk Group – Following the latest trends with a focus on customer needs

The Moj Kiosk company will soon be 14 years old, and together with Centrosinergija, a distribution and logistics company, it forms a large business system, Moj Kiosk Group, which has 3,700 employees. This places it in the top five private companies in Serbia. We discussed the future plans of the company, which has a network in 137 municipalities, for eKapija's Success Diary with Olivera Papić Head of Corporate Affairs and Marketing at Moj Kiosk Group.

– The company Moj Kiosk Group with its 3,700 employees, in addition to the largest retail chain of kiosks in Serbia, Moj Kiosk, and the distribution and logistics company Centrosinergija, represents an extremely complex company that has been growing and developing for years despite demanding challenges in a dynamic business environment. The strategy of further progress and expansion of the company entails, in addition to optimization of business processes and efficiency, adaptation to technological innovations, changes in the market and business environment. In addition, global trends in digitization and automation can open new opportunities, but also bring new challenges in business. In its further work and development, the company will be dedicated to service quality, innovations, constant improvement of its services and achieving even better business results. In addition, Moj Kiosk Group will continue to invest in the development of its employees because they are a key factor of success, as well as in maintaining a high level of customer satisfaction, which is our primary motivation.

eKapija: As for Centrosinergija – a company within the group, in addition to the distribution of well-known global brands, it also provides a full range of logistics services and delivers goods to 18,000 retail outlets on the territory of the Republic of Serbia. What are the further plans in the development of this part of the company?

– Centrosinergija is one of the leading companies in the field of distribution and logistics in Serbia, whose mission is the excellence of distribution and logistics services. With rich experience and a clear vision, the company today provides its partners with a wide range of services from import, export, storage, sale of goods and services, processing, commissioning and delivery of goods to customers, merchandising, return logistics.

During the 13 years of business, the distribution and logistics range gradually expanded, from the distribution of electronic refills and printed editions to the exclusive distribution of tobacco products and brands such as BAT, BIC, Chupa Chups, PEZ, Fisherman's Friend, Mentos, Zaini, Varta, etc. Centrosinergija prides itself on its ability to meet the diverse needs of its partners, using flexible solutions that are tailored to specific market requirements.

Centrosinergija continues to expand its range and brands, improving existing services, but also developing new, additional services that we will offer in the future. The key strategic direction is the further automation and robotization of the existing digitized processes and flows through the information system. We are currently working on compliance with legislation regarding the traceability of tobacco products, which includes the implementation of state-of-the-art conveyor systems and scanners.

eKapija: How much have users' expectations of the Moj Kiosk retail store changed since its establishment? We see that now, in addition to the basic products, bill payment, purchase of concert tickets, transport tickets and the like are offered, and how much do these products actually contribute to the overall profit?

– Consumer expectations have changed significantly over the years because consumer habits themselves have developed and evolved. In order to meet new needs and an increasingly fast-paced lifestyle, Moj Kiosk has expanded its offer, including services such as paying bills, buying concert tickets, and transportation. Although these additional services currently represent a smaller portion of total profits, they play an important role in enhancing customer loyalty and satisfaction. We pay a lot of attention to the visual impression and the organization of the point of sale, which we pay great attention to, because due to the limited space, functionality and good organization must be optimized to the smallest detail. Therefore, through constant innovation, expansion of services and adaptation to new trends, we strive to provide a high level of user experience and meet the growing and diverse needs of our customers

eKapija: Can it be said that there are enough kiosks in our market, especially in Belgrade?

– Although Belgrade has a large number of kiosks, it is important to note that the market is not only a question of quantity, but also of the quality of service and facilities offered. Kiosks in Serbia have a tradition of over 78 years and they are no longer just a place to shop, but the nearest neighbor who is always there when you need something. The appearance of the kiosks has been greatly improved and, as such, we try to have them make our city more beautiful. We believe that there is always space for further development and expansion of facilities because the city is expanding and developing. My Kiosk stands out not only in terms of the number of facilities, but also in the way it provides services, as we strive to provide added value with a variety of offers and user experience. Therefore, we will strive to improve the network of kiosks and their performance in every sense.

eKapija: What, in your opinion, are the biggest shortcomings of our trade sector?

– Given that the market is increasingly demanding, there is a growing need for standardization of the quality of services and products, because variations in quality, in any sense, can affect customer trust. Continuous training of employees, the way products are displayed, neatness, maintenance of high cleanliness, are equally important factors in addition to the offer of products and services that influence the decision of the customers themselves.

eKapija: Are the rapid changes in the market, the development of technologies, as well as changes in customer habits, working in favor of your activity, or are big changes still necessary in that market?

– In the modern business environment, constant changes in the market and the progress of technology bring new opportunities that we follow and try to use. With its rich and varied offer and the introduction of continuous innovations, the market has developed certain standards and new habits among consumers. So, for example, there used to be only two or three products within one brand, but now a whole range is offered and every season we have a large offer of new flavors in accordance with current trends, and we have completely adapted our offer to that. Technological advances help us improve efficiency, while focusing on customer needs ensures we keep up with the latest trends. Although the market evolves very quickly, we are confident that we will keep up with all the necessary changes in the future as well.

eKapija: How do you maintain high standards in the quality of the services you provide?

– Coordinated, synchronized, flexible processes are created thanks to the quality of the resources that make them up, and we are constantly working on that. Competent, dedicated and motivated people who go through our value system and corporate culture constantly improve their skills through the programs our company provides. A large number of employees, as well as the team that runs the company Moj Kiosk Group, consists of employees who have been with the company for a very long time, with great experience, dedication, enthusiasm and mutual trust. This is precisely what reflects our approach to appointments based solely on competence, as well as our gender equality policy that guarantees equal opportunities for all.

eKapija: How do you see this sector in the future, what needs to be improved and are we following the European and world market?

– In the future, this sector will further develop in the direction of digitization, automation and expanded service offerings. Investments in new information systems are necessary, which, in addition to easier monitoring and control of the process, will ensure the speed of business. In order to remain competitive, it is necessary to improve business efficiency, improve user experience and constantly innovate our offer. Also, it is important to follow trends regarding sustainability, technology and services that European and world markets are already implementing. We strive to keep pace with these changes and adopt best practices that contribute to long-term sustainability and growth.

eKapija: How does your company contribute to sustainable development and social responsibility through business, especially in the context of the logistics industry that has a significant impact on the environment?

– Sustainability and social responsibility are a key part of the business culture of the companies Moj Kiosk Group and Centrosinergija. In the logistics industry, we are aware of our impact on the environment and invest significant resources in environmentally responsible business. We are particularly proud of the fact that we have expanded our fleet with natural gas vehicles, thereby reducing the emission of harmful gases in urban areas. In addition to environmental initiatives, we engage in CSR activity programs in various areas to support the communities in which we operate.

eKapija: Given the already wide range of products and services that the group includes, how demanding is it from your position to monitor the entire activity, develop it, but also receive feedback that, we believe, is especially important for your sector in order to improve business? Do you get feedback from consumers and how much does it mean to you?

– Monitoring all aspects of our business, considering the wide range of products and services, requires constant coordination and efficient organization. Although it is a challenge, our teams and advanced information systems allow us to keep up with all the changes and needs of the market. This allows us to position the products of our partners and principals in the best possible way and improve their sales. Feedback from consumers plays a key role in our business as it helps us identify areas where we can improve. We actively collect feedback through various channels, which allows us to adapt our offer and ensure the best user experience. This is exactly our advantage at the group level because we have a synergy between our retail company and the distribution logistics company.

eKapija: Since its establishment, Moj Kiosk Group has received several awards, some for its contribution to the development of entrepreneurship, some as the most successful company. How much do these awards mean to you?

– The awards that Moj Kiosk Group received for its contribution to the development of entrepreneurship and as the most successful company are great source of pride for us, but also a confirmation of our effort and commitment. They are proof that we are on the right track and that our work has a positive impact on the market and the community. However, these awards motivate us to work even harder, improve our services and constantly develop. Each award is an incentive to continue providing value to our customers and to contribute to the further development of entrepreneurship in Serbia and the creation of new values for future generations.

eKapija: What news can we expect in the coming period regarding Moj Kiosk and Centrosinergija?

– In the coming period, Moj Kiosk will focus on further improvement and expansion of the offer of services and products, as well as on technological innovations. We plan to introduce new digital solutions that will facilitate shopping and enable an even faster and more efficient service. We are also working on further automation and optimization of our business processes in order to improve efficiency and reduce the waiting time. In addition, we are planning new partnerships that will contribute to the expansion of the portfolio of principals and assortment and to the improvement of the services we provide. Our goal is to continue growing, and the next phase is the complete the automation and robotization of the process of separating, controlling and shipping goods, which will lead to more efficient warehouse management. By applying the most modern technologies and software, we plan to achieve complete automation of logistics processes, which will bring us maximum precision, speed and efficiency in the services we provide.

Štampa Sistem doo Beograd

Centrosinergija d.o.o. Beograd

British American Tobacco Vranje a.d. Vranje

Moj Kiosk Group

Moj Kiosk

Centrosinergija

BAT

BIC

Chupa Chups

PEZ

Fishermans Friend

Mentos

Zaini

Varta

Olivera Papić

distribution

logistics

kiosks

print

tobacco products

customer satisfaction

new technlogies

digitalization

diary of success

special edition newsletter

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