Developed and implemented robust contact strategies on a multi-channel basis, which incorporate customer lifecycle management aiming to rise customer retention and improved NPS score 21% point.Developed and executed CVM and retention management strategy to maximise customer lifetime and customer base revenue that impact to overall services revenue of the company for up to 6 %.Monitored effectiveness of churn models, prediction of subscribers’ behaviour, revealing behaviour trends and making data supported suggestions in order to adapt product and service portfolio of the company for achieving profitable and customer oriented set of offerings;Managed all direct marketing campaigns execution and improved ROI through diverse campaigns management, from campaign planning, detailed design, production, test, roll-out, till commercial return and evaluation;Lead campaign management and telesales teams to deliver retention and CVM strategies across all segments and ensured all activities sustaining to achieve overall company targets.Described the general churn management strategy and operationally drove pro-active and reactive retention activities along the customer lifecycle.

Definition and execution of revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, up-sell and cross sell initiatives.Preparing annual targeted marketing execution roadmap, predicting outcomes and real-time monitoring their activities impact on revenue, retention volume, churn.Executed proactive pre- to post- migration campaigns through multi-channel approach to reduce churn and increasing ARPU and constantly refreshed and improved campaigns to ensure the optimum results;Coordinated Call Center based outbound team for execution of win-back, up-sell / cross-sell outbound calling programs according the segmentation model and operational roadmap;Exploited customer segmentation insight and data propensity models, customer-lifecycle driven campaign management, and drove substantial improvements in ROI performance across consumer;Definition and execution of revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, up-sell and cross sell initiatives.

Expert in Direct Marketing, Retention, Campaign Management, Loyalty, Telemarketing, CVM, CRM, CE, BI, Customer Analytics, Sales analytics and Market Insight., as well as in operating internal and external resources, monitoring of accomplishment process across competitive environment. Acquired 12-year progressive experience in Telecom, FMCG, Health and Logistics fields

Managed diverse BTL and ATL campaigns that had driven top up and revenue uplift, retention, and customer engagement;Controlled the accuracy level of statistical churn prevention models and automated reward and retention scheme at a subscriber segment level;Organized conduction of segmentation, micro-segmentation and profiling of customer base. Created analytical and statistical models aiming to predict segment behaviour and framing special offers for each target group;Conducted analysis and reporting on customer buying behaviour, including average spend, composition of “basket”, lifetime value and retention.Exploited insight and analytics to drive inventive campaigns development, ensured robust campaign operations, governance, reporting and analysis that allowed for continuous performance improvement;Leveraged appropriate departments to drive execution of churn and retention strategies, loyalty programs, targeted offers and up-/cross- selling initiatives;

Developed new business requirements for new BI tool, analysed the technical feasibility and ensure that the system design fits the needs of all business units;Translated diverse business needs to tailored analytic reports and improved analytics workflow; analysed competitive market strategies through analysis of related product, market, or share trends;Predicted upcoming revenue from existing products and services and delivered recommendations to senior management in order to facilitate the decision making process;Provided ad hoc commercial analysis including post promotional analysis, new products impact to revenue and cannibalisation of existing products;Provided recommendations to sales and marketing on opportunities to increase revenue, based on results of analysis.

Developed models/reporting structures that identifies costs per unit and sales channel and identified baseline for action; Assisted to senior management in developing and reviewing the sales units targets, forecast sales and variance analysis; Monitored regional sales units performance in entering accurate forecast in CRM tool, generated reports for forecast and distributed this reports on monthly level;Defined business requirements to develop in house web based B2B online sales tool with advanced reporting and interactive CRM capabilities; led a team of 7 skilled employees to maintain and develop the system.Analysed sales performance results, preparation of KPI report to senior management with recommendations to improve sales outcomes trough diverse promotional campaigns

Defined the scope of the projects in collaboration with senior management and developing the detailed work plan to identifies and sequences the activities needed to successfully complete the project; Periodically reviewed ongoing projects schedule with senior management and all other staff that affected by the project activities; revised the schedule as required;Analysed defining the resources (time, money, equipment, etc.) required to complete the project and established files to ensure that all project information is appropriately documented and secured;

Designed research methods such as in-depth interviews, questionnaires, focus groups or mystery shopping and carry out qualitative or quantitative research;Conducted qualitative and quantitative surveys, gathered data and analysed statistical data using modern and traditional methods of data collection; Wrote reports, including recommendations, presenting the results, and advised to senior management on how to use research findings at the best