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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 2023 — currently
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 2022 — April 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 2017 — November 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 2016 — July 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 2016 — February 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 2009 — October 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 2008 — September 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 2004 — July 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 2002 — December 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 2002 — October 2002
6 months
MedEp
Medicine, Pharmaceuticals, Pharmacies... Show more
secretary
• Incoming / outcoming telemarketing
• Customer registration
• Staff schedule administration
February 2002 — April 2002
3 months
Kindergarten
Educational Institutions... Show more
educator
Kindergarten _ educator ,
October 2001 — February 2002
5 months
Educational Institutions... Show more
secretary
• Incoming / outcoming telemarketing
• Documents registration and follow up
• Staff schedule administration
Skills
Skill proficiency levels
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
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
