Projects for wide range of industries (automotive, finance, HoReCa, pharma, etc) : customer experience, CRM, customer care, business development, processes audit, market research (qualitative and quantitative), loyalty and retention programme, UX testing, mystery shopping.

Developing customer experience strategy for the Bank, all business units. Customer experience measurements and research. Couching and developing the team.

B2B loyalty program development & implementation B2C loyalty program enhancement Digital navigation development Web site and mobile application customization Offline and online customer journey research & modification B2B and B2C customers research Creation activities & processes for loyalty/satisfaction growth

Consulting: customer experience, CRM, customer care, business development, processes audit.

Building the CRM strategy. CRM system launch. Developing the CRM Team & improving KPIs. Monitoring and analyzing customers feedback from all the sources (including NPS, Mystery shopping, CSI and other OEM metrics, research, social media). Reviewing of current business and customer communication process with measurements for continuous improvements. Monitoring lifecycle & retention programs. Managing and developing Customer Loyalty programme. Work with CFR. Automatization and optimization of business processes. Customer journey development and improving, including digital. Participation in internal audits and trainings. Delivering the information to senior management to provide insights into business opportunities and operational needs. Responsibility for all brands Inchcape works with in Russia: BMW, MINI, Rolls-Royce, Toyota, Lexus, Volvo, AUDI, Jaguar, Land Rover.

Coordination and methodological consulting in Customer Experience sphere (including mystery shopping, eQ, RSI and other surveys related to loyalty and satisfaction for clients / employees, consumer insights, customers behaviour, preferences, perception, etc) in Russia and FSU countries. Transforming client business needs into research objectives and research results into business action steps. Shopper & customer profile projects. Trainings on market research methodologies and practice for different departments.

Management and coordination of all finance research in Russia and FSU countries both for local and global clients. Team leading, hiring, educating, training the team.

Managing business processes of the company, building the team, hiring new people, trainings (40 employees in staff). Developing relations with clients and suppliers. Presentations of the company and research results. Participation in different events (exhibitions, conferences, presentations, AmCham and AEB events). Projects execution coordination. PR and business development activities. Internal and external consulting in different areas of expertise.

Client meetings and negotiations. Full cycle of project management – from methodology development and proposal preparation till analyzing, interpretating and presenting the research results. Consulting projects. PR activities. Participation in presentations of the company and research results, conferences and training. Branded products development and promotion. Coordinating the cross- department projects. Budget planning and management. Well-known advertising and consulting agencies, international and local companies from different market segments (FMCG, Auto, Electronics, Retail, Mass Media, etc.): Citi Bank, VTB24, Firmenich, Kimberly Clark, Unilever, Nestle, Hochland, PepsiCo, McDonalds, Rosinter, KIA, GAS, IKEA, X5 Group, MIR, LG, Samsung, LukOil, Rusagro, Kalina, Deloitte, Prior, Immedia, Minale Masterbrand, Smart Communications, etc.

Client meetings; budgeting; drawing up offers, sample design; data analysis; report writing, participation in presentations and conferences. Branded products promotion and execution.

Organization and management of ad-hoc and syndicated researches. Sample design, research tools development; fieldwork, coding & data entry control; data analysis; presentation & report preparation, drawing up offers, participation in presentations and conferences.