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Female, 42 years, born on 20 February 1984

Moscow, not willing to relocate, prepared for business trips

Management: customer marketing (CRM&loyalty&SMM), business process audit, IT project

Specializations:
  • Project manager

Employment type: full time

Work experience 24 years

October 2023currently
2 years 8 months
LLC Jetour Motor Rus
User Operation manager
• Team management: 4 persons in the team; • User Operation strategy development and implementation; • Community development in SMM; • SMM Content plan development and realization; • BTL activities realization from the idea till reports; • Chat bot for special campaigns implementation; • Mobile Application project management; • Budget and KPI control
December 2022April 2023
5 months

Moscow, www.aeroflot.ru

Transportation, Logistics, Warehousing, International Logistics... Show more

Head of CRM in the Loyalty Department
• Team management: 5 persons in the team (2 CRM specialists and 3 database analysts); • Customer communication strategy development, implementation and optimization; • Marketing campaigns planning and realization; • Loyalty program management: POS and digital materials development, BTL, site administration and support; • CRM & Loyalty program processes automatization; • Customer database enrichment and analysis; • Budget and KPI control.
July 2017November 2022
5 years 5 months

Moscow, www.volkswagengrouprus.ru

Automotive Business... Show more

Business Demand Manager
• Market research of IT solutions for Marketing / CRM process automatization; • Customer communication strategy development and implementation; • Customer communication process automatization (MS Dynamic 365); • CRM software requirements management: identification, documentation, coordination with business units and prioritization; • CRM software maintenance: implementation / change of processes, training, CRM projects development and realization; • Budget and KPI control.
April 2016July 2017
1 year 4 months

Moscow, www.volkswagengrouprus.ru

Automotive Business... Show more

CRM manager
• CRM process development: lead generation, segmentation, follow up and audit of Customer data; • CRM strategy realization; • Customer lifecycle program development and implementation; • CRM system integration with other IT solutions; • Budget and CRM KPI control.
January 2016February 2016
2 months
LLC Porsche Russland

Moscow

Automotive Business... Show more

CRM specialist
• CRM strategy implementation; • Customer lifecycle program development and implementation; • CRM system integration with other IT solutions.
October 2009October 2015
6 years 1 month
Volvo Cars

Moscow, volvocars.ru

Automotive Business... Show more

Customer lifecycle manager
• Contact & database centre management; • CRM process development: lead generation, segmentation, follow up and audit of Customer data; • Customer loyalty program management: POS and digital materials, BTL, corporate magazine; • Technical support of Volvo system landscape.
July 2008September 2009
1 year 3 months
Форд Соллерс Холдинг

Moscow, fordsollers.com/

Heavy Engineering... Show more

CRM coordinator
• Contact & database centre management; • CRM process development: lead generation, segmentation, follow up and audit of Customer data; • Technical support of system landscape.
December 2004July 2008
3 years 8 months

Moscow, www.russiadirect.ru

Media, Marketing, Advertising, PR, Design, Production... Show more

Senior coordinator of projects
Dec 2004 – Oct 2005 Poster Publicity – Contact center operator => to Poster Ogilvy One (Oct 2005 – Jun 2007) - senior CRM coordinator => to Roy Solutions (Jun 2007 – Jun 2008) - Special project coordinator • Outsource for agency Customers: British American Tobacco; American Express; Volvo • British American Tobacco: 5 exhibitions in Russia cities; Contact centre operator • American Express: Incoming / outcoming telemarketing: info; sales & service request follow up; ATL / BTL follow up; sales • Volvo Cars: Contact and database centre launch; Incoming / outcoming telemarketing: info; sales & service request follow up; ATL / BTL follow up; sales
October 2002December 2004
2 years 3 months
Diect Star

Moscow

Media, Marketing, Advertising, PR, Design, Production... Show more

call centre operator
• Outsource for agency Customers: Ozon.ru; Club Russia Post etc • Incoming / outcoming telemarketing: info; sales & service request follow up; ATL / BTL follow up; sales • Database specialist
May 2002October 2002
6 months
MedEp

Medicine, Pharmaceuticals, Pharmacies... Show more

secretary
• Incoming / outcoming telemarketing • Customer registration • Staff schedule administration
February 2002April 2002
3 months
Kindergarten

Educational Institutions... Show more

educator
Kindergarten _ educator ,
October 2001February 2002
5 months

Educational Institutions... Show more

secretary
• Incoming / outcoming telemarketing • Documents registration and follow up • Staff schedule administration

Skills

Skill proficiency levels
CRM and Customer Loyalty expert
CRM systems development / adaptation and implementation
Loyalty program development / adaptation and implementation
Specialist of Excel, Google Analytics/ Siebel CRM and etc.
Staff competence improvement: training material, staff training (150 people in the group)
CRM
Presentation skills
Project management
Управление проектами
Управление лояльностью потребителей
Strategic Marketing

Driving experience

Driver's license category B

About me

Facts about my work experience: • 17 years in Marketing; 13 of them – with focus on customer communication; • 10+ customer communication strategies and campaigns development and realization; • Good experience and deep knowledge of analytics and CRM systems (Google Analitics, Яндекс.Метрика; Siebel, MS Dynamic and etc.); • Nice experience of creative activities (copyrighting; creative materials development; marketing and customer events realization); • Loyalty program development and improvement; • Good experience of public speaking: trainings, lectures; speaker and moderator of CRM & Loyalty summits • Certificated IT projects manager • Huge experience of technical documents development for IT solution realization, improvements and optimization; • 5+ IT solutions implementation on Russia market.

Higher education

2007
Higher education
The All-Russia institute of the finance
Finance and credit

Languages

Russian — Native

English — C2 — Proficiency

Professional development, courses

2022
Project Management
Training centre at Bauman Institute
2014
Microsoft Excel (Advanced level)
Computer training centre at Bauman
2014
Communication skills
AutoBusiness Academy
2011
Professional call centre manager
C-Training

Citizenship, travel time to work

Citizenship: Russia

Permission to work: Russia

Desired travel time to work: Doesn't matter