• Planning and maintaining the CRM strategy across multiple HEAD brands and creating different CRM activities to increase customer loyalty (3 brands, 15+ countries) • Increase revenue through E-Mail marketing and cross channel campaigns together with marketing and analyze the campaigns’ performance (+300% in email channel revenue in cyber week activation, +150% in YTD revenue growth) • Define the customer journey using data and input from the markets and sales organizations • Own the customer loyalty program • Grow the current database and apply customer segmentation tactics to improve targeted communication • Create weekly and monthly reports on CRM and customer data insights • Coordination across functional divisions with focus on marketing teams and local sales organizations • Project management of Salesforce implementation for 3 brands, 1st Business unite was launched in 4 months.

• Conducted a comprehensive customer journey touchpoint mapping and increased a customer database by 400% (2020 vs. 2017). • In charge of implementing Big Data Project facilitating collection and analysis of customer insights across all departments and 6 Volkswagen Group Rus brands • Implemented 6+ innovative MarTech projects in Sales, Marketing & Aftersales streams • Increased OEMs generated traffic by 40% and ConvR from OEMs leads by 20% • Fully responsible for CRM strategy: developed and implemented 20+ CRM communications flows, increased CRM traffic by 80% and CR by 20% • Initiated and introduced 10 brand new customer engagement and retention programs: i.e., a Loyalty & Retention program for car owners – attracted +90% of new users, 80% of them are engaged in a program on regular basis. The project brought +60% online leads (2020 vs. 2019) • Developed a prepayment online tool integrating dealer network, which boosted prepayment rate: within this tool 40% of cars are prepaid. • Created > than 20 educational modules for dealers. Serving as an Internal Trainer VGR employees on CRM subject • Managing a team of 3 employees; responsible for CRM budget.

• Was in charge of a wide scope of activities: conducted quarterly marketing research, performed analysis and audit of business processes (>10 audits of inside CRM processes), delivered competitive research for key clients. • Developed > than 500 tender proposals for agency clients (online & offline acquisition, branded mobile app proposals, multichannel communication systems (email, sms, TM, DM, Mobile App), prospect and lead generation activities). Key clients: KIA Motors Rus, Abbott, Bayer, Pernod Ricard, Renault, Peugeot, Alfa-Bank, Johnsons&Johnsons. • Developed > than 100 CRM projects for both B2B and B2C clients. • Created > 50 loyalty & membership programs, exclusive campaigns and creative concepts, i.e.: Mega Friends Loyalty Program, Globus Loyalty program communication mechanics • Managed a team of 5 employees.

• Architecture and development of internal system that combines CRM and web analytics • Planning, development and implementation of marketing activities based on the analysis of customer activities • Customer analytics approach implementation (segmentation of the customer base, building customer profiles, analysis of life cycles, assessment of customer value, analysis of migration between different segments, factor analysis of churn) • Development and maintenance of automation of customer base management in terms of marketing activities Optimization of business processes, expansion of CRM functions Participation in the formation of a marketing strategy KPI optimization Preparation of analytical reports and presentations based on the results of completed projects

• Was promoted to the position of Head of Strategy Department • Managed a portfolio of clients, advising them on marketing strategy, industry trends and innovations. On-boarded and educated new clients. • Developed new business opportunities and performed upselling, • Coordinated work of subcontractors (digital, development, design, copywriting, etc.) and took care of meeting project deadlines and timely reporting. • Oversaw budgets, data base management and creating proposals. • Developed and managed CRM block for key BTL events: MIAS 2012 CRM projects for Audi Russia, MIAS 2014 CRM projects for KIA Motors Rus, CRM projects during Winter Olympic Games for Volkswagen Group Rus brands • Coached and trained junior team members.