Sergey Ryzhov Email & Phone Number

Moscow, Moscow City, Russia

Moscow City, Russia

Достигнут ежемесячной рост выручки от 60% и достигнута доходность услуг 50% за счет комплекса мероприятий:• CX. Проведено исследование сценариев входящих клиентов, создан CJM. По результатам были реорганизованы бизнес-процессы, что позволило втрое повысить конверсию и в 5 раз сократить время онбординга.• Сервисный дизайн. По результатам СХ исследования, были разработаны и внедрены стандарты сервиса. В результате за 1.5 месяца NPS вырос вдвое и превысил 0,8.• Разработан новый продукт конверсии валют, для него запущен и внедрен онлайн личный кабинет.• Проведена оптимизация тарифной сетки, скорректированы убыточные позиции.Основные обязанности:Управление клиентским опытом (CX): Создание клиентоцентричной модели бизнеса, разработка стратегии управления клиентским опытом, выстраивание клиентских путей (CJM), выявление запросов аудитории (качественные и количественные исследования), формирование сервисов и продуктов под JTBD (Job to be Done), выстраивание каналов обратной связи, выстраивание, стандартизация и развитие клиентского сервиса, создание цифровых продуктов (UX).Управление продуктом: создание, тестирование, запуск и развитие продуктов компании, включая цифровые.Сервисный дизайн: оценка системы управления сервисом, разработка и внедрение стандартов сервиса, выращивание лояльности, обучение персонала.Управление и развитие коммерческого блока: формирование и развитие системы продаж, формирование коммерческой стратегии, выстраивание внутренних и front-line бизнес-процессов, обучение и развитие персонала, бюджетирование доходной части.Маркетинг и реклама: формирование системы мониторинга и аналитики рынков, поиск новых рыночных сегментов, как территориальных, так и продуктовых, интернет маркетинг, продвижение продуктов.

Moscow, Moscow City, Russia

Management and development of commercial function at affiliated businesses (electricity supplying, meat export, non-ore mining, industrial construction). Responsibility:- Business development: digital services and products creation and design, new money - Sales: creation and development of sales management system- Marketing: brand and products development, communication management, marketing analytics- CX: CJM, JTBD, Human centered designKey achievements^- Unique digital product was launched – personal account at web site for enterprise- New digital product MVP was launched – Marketplace for meat exporters

Moscow

Key achievements:• Implementation of innovative for Business aviation package service based price list:o Average bill increase more than three times at FBO Moscowo Revenue 50% increase in first two years.• Reorganization of Commercial department: creation of units dedicated for key account management and for sales:o Clients briefcase increase more than twiceo Brand recognition increaseo New “based” clients increaseo Key clients’ loyalty increaseMain duties:Enterprise commercial activity management (SVO & LED):• Generation and management of commercial and pricing policies.• Key account management: supervision and personal participation 24/7.• New client attraction: management and personal participation.• Clients support at third points 24/7.• Full lifetime cycle of clients contracts: • Full lifetime cycle of providers contracts• Claims work.• Budgeting process of company: creation of revenue part of the budget including forecasting of natural sales volumes.Enterprise marketing activity management (SVO & LED):• Generation and management of marketing policy and brand promotion policy• Marketing events plan creation.• Managing of marketing events running, personal participation.• Company presentation at international professional events such as EBACE, MEBAA, BBAF, RUBAE, including participation as a speaker.• Budgeting process of company: creation of marketing budget.Company interests presentation in cooperation with airport operator (SVO) and its subsidiaries:• Cooperation with Airport operator: compony operation support, clients support in airport operation, slot coordination, formal procedures etc.• Cooperation with Airport operator’s subsidiaries (Sheremetyevo Handling, Sheremetyevo Security)Support and assistance operation divisions: increasing of ground handling services performance efficiency, services procedures updating for better quality, clients experience and cost cutting.Creation and implementation of new services.

Moscow, Russian Federation

Key achivments:• Launching of new airport at Moscow area.• Generation and realization of “non-Moscow airport” concept.• Creation of aviation marketing and commerce system from zero level.• Belavia airlines attraction – first schedule flight of the airport 12/09/2016.• Ural Airlines attraction.Main duties:Creation and realization of aviation marketing development policy• All concepts airlines attractions (passenger, cargo, business aviation): negotiation with first persons of Russia, CIS and foreign Airlines, commercial offers and marketing support programs creation.• Traffic forecasting model creation for budget models.• Coordination of marketing events such as Airport launching, First inauguration flight etc.• Promotional materials development.Creation, realization and development of commercial policy:• Sales policy development for all group of customers: passenger schedule and non-schedule airlines, cargo airlines, general and business aviation.• Creation of contract system for airport and ground handling services providing and its management.• Organization and supervision of “one window concept” on the base of dedicated agent “Ramport – Aviation Commerce”• Creation and support of aviation commerce budgeting system• Creation of airport charges systemCooperation with Russian aviation and other different authorities.Cooperation with airlines in terms of quality control, operation at the airport support etc.Cooperation with service providers: maintenance, catering, transport, hotels etc.Presentation of company at different international professional events.

Master'S Degree, Cx Management

Doctor Of Philosophy - Phd, Economics

Bachelor'S Degree, Economics And Management At Air Transportation