Customer Relationship Management Manager
- main skill working with hypotheses: tested through a/b tests more than 30 hypotheses, 8 of them showed an increase in internal product metrics from 5 to 30% and arppu up to 8%;- communication throughout the CJM: from onboarding to reactivation, increasing return rates and user engagement with the product;- analytics: when developing hypotheses, I use data on user behavior in the service and experience from previous communications;- rfm-segmentation: reduced the service budget by 10%;- managing a cross-functional team: editors, designers, analysts, developers; over 2 years I launched 50 new emails and implemented more than 10 automated mechanics;- worked with a base of up to 1,000,000 in Mindbox: chain customization and layout of HTML, CSS emails with complex parameter schemes;- OR and CR of mass mailings 5-10% and 1.5-3%, highly segmented 15-40% and 10-30%;- research how the user uses the product to send only important communication, I conducted 12 CustDev interviews with users;- work in contact with the product manager to understand what value the product brings to the client;- developed the loyalty program "Uchi.gifts": implemented a referral program, closed the technical debt, reducing the number of appeals by 5 times, set up the process of ordering and issuing gifts remotely.