Focus for 2020-2021 - meeting business targets to attract new customers through the online channel; number of products per client in the Retail and SME segment through cross-selling and onboarding clients.Development of a partner network/channel to attract customers.Building portfolio campaigns according to the client's life cycle - launching sales campaigns (segmentation, cross-selling, customer retention and return).Customer journey development - CJM.Restarting all social networks and changing the structure of the information field in the media.Building regular research - customer satisfaction: assessment of the NPS level and a set of tasks to increase growth rates; assessment of the level of the loyalty index.The development and involvement of the entire bank's team is a set of tasks to improve Happy Index's performance.

• A brand platform has been developed and described, a single brand identity has been developed for the company's products positioning in 5 countries of Asia and Europe;• The brand book has been created and put into place for the main product lines in 5 countries of Asia and Europe (P2P и PDL);• Visual and text communication language for all countries and products has been brought to uniform standards;• Communication policy for clients ( through CRM (frequency, specifics and language of communication)• A communication strategy for the development of their own digital channels has been developed and implemented - social networks: development of a content plan, copyrighting, visualization, calendar of events, posting;• Systematic work with digital teams on planning, prepare action and realization of development of their own social networks (fun pages FB&Instagram) has been set up.• A program for promotion a P2P product in Indonesia has been realized (a campaign with bloggers and influencers, including offline).• Search and analysis of customer insights: conducting market research in 5 countries, analyzing reviews on the Google Store and social networks.

• Efficient system of marketing support in all the regions of the bank's presence has been built (since 2013, an increase in the number of cities where the bank operates from 34 regions to 172 cities, including support of the office in Athens);• Budgeting and media planning - budget management over 500 million rubles;• A program for promoting retail products was implemented, including a project to transfer customers to remote service channels (Internet banking and mobile banking);• Co-branding projects with t.z. marketing support (one of the key projects is a map with Sheremetyevo Airport and the Russian Geographical Society has been launched) special projects and event-activities for customers of the premium segment has been implemented; • A work program with clients of small and medium-sized businesses and payroll clients has been implemented;• Brand recognition increased by 13 pp; • The cost of attracting customers has been reduced by 15%; • Systematic work has been built to provide the bank's network with printing, POS materials and souvenir products;• Marketing support was provided for the opening of new bank branches, standardization and merchandising;• The network was rebranded: standardization, positioning, creation of a unified identity (since 2014 the corporate identity of the bank has been changed and more than 200 points of different banks in the country have been added as part of the bank reorganization project on the market);• An efficient system of regional marketing was built from scratch - a team of employees was selected, KPI was developed and the implementation work was done: (traffic to bank offices and the cost of attracting a client). The work on development, training, motivation, and creation of a strong united team of 50 people in Moscow and Russian regions.

• Team work effective organization: planning, motivation, work results control;• Organization of regular marketing events to increase sales of products / services (promotions, newsletters, turnkey organization of participation in specialized exhibitions, conferences for the retail unit, small business lending unit and private banking);• Marketing support was built for the production of printed, POS and souvenir communication materials to promote products / services of all regional representative offices of the bank (quality and dead lines) and POS materials for promotional activities;• Tenders organization (preparation of documentation, analysis of the market for suppliers and selection of participants that meet the requirements, development of tender terms of participation);• The work on the preparation, conclusion and maintenance of contracts for advertising campaigns, monitoring the realization of the counterparty’s obligations;• Development, constant monitoring, managing expenses for all budget items and the effectiveness evaluation of the whole complex of work on an annual basis.

• Organization and realization of regular marketing events aiming to increase sales of the bank's retail products;• Search and building work with service providers, organization of continuous work regarding deadlines and quality of production of printed communication materials to promote bank products;• Participation in the creation of advertising materials, as well as coordination with bank t divisions;• Participation in media planning - selection of advertising media for the bank's retail products;• Preparation, conclusion and maintenance of contracts for advertising campaigns, monitoring the counterparty's execution of its obligations.

• Market research on the subject of new insurance products in the market and insurance tariffs;• Sales analytics and price monitoring;• Market analysis of suppliers of printing and souvenir products;• Planning and advertisements placement in various publications;• Participation in creating the ad concept design;• Work with documentation, payment control, creation and maintenance of archives.