Szymon Kalemba Email & Phone Number

Warsaw, Pl

Warsaw, Mazowieckie, Poland

As a CVM Head I am responsible for:1) Building CVM Strategy including: Contact Policy, multichannel communication, customer Life Cycle management from customer onboarding through Up-sell up to anti-churn activities.2) Managing team of experts in business, analytical and technical area3) Cross organisation cooperation with main stakeholders: IT, Commerce, Brand Communication etc in order to enhance customer engagement.

Warsaw, Mazowieckie, Poland

Warsaw, Masovian District, Poland

• Supervised retention segmentation. Suggested definitions of retention segments, maintained churn models and customer value parameters. Coordinated actions and cooperated with Marketing units responsible for individual segments. Modified segmentation in the situation of changes in the marketing strategy. • Targeted X-Sell and Up-Sell campaigns for all B2C Voice and Prepaid segments, as well as for B2B. Was responsible for the quality of databases submitted to marketing campaigns, deadlines and customer database volume. • Prepared sales plans for telemarketing teams in B2C and B2B sectors. Elaborated the methodology for establishing plans, carried out current monitoring, initiated corrective measures in cases of deviations. • Managed customer value during extensions of subscription contracts. Created the methodology for measuring the value retention in cases of annexes (contract extension). Conducted current monitoring of indicators according to sales channels, market segment, offer type, retention segment, etc. Suggested changes to indicators, initiated changes in the bonus/motivational system for sales forces in order to improve indicators and achieve greater margin efficiency. • Created retention dashboards. Managed customer churn and overall retention information. Updated the information and informed internal customers about the churn situation on a current basis. Initiated corrective measures. • Modelled Data Mining processes. Created prediction models for X-Sell, Up-Sell and churn propensity for all business segments. Monitored model stability and calibrated models if destabilized. • Detected churn signals in a retention database. Detected events/sequences leading to customer churn and recommended preventive actions. • Implemented new analytical tools, mainly in the field of customer retention and increase of direct marketing campaign efficiency (SAS Enterprise Miner, Aster Teradata).

Coordinated the works of a project team. Designed the full customer view in the data warehouse. Defined ca. 5 thousand variables describing customer behaviour in the areas of using telecommunication services, return, demographic characteristics, etc.

• Achieved high revenue from direct marketing campaigns in the prepaid segment. • Achieved an excellent result in the XL program (program for the best employees of the company).

• Initiated new direct campaigns based on customer top-ups patterns. • Created and implemented the concept of the majority of pilot campaigns in the prepaid sector, including responsibility for the conducted campaigns in the prepaid sector.

Warsaw, Masovian District, Poland

• Developed Customer Intelligence: conducted projects aimed at developing Customer Intelligence in the company. • Provided analytical support for X-Sell, Up-Sell and retention campaigns. Conducted ad-hoc analyses of customer behaviour for all B2C, B2B, Prepaid and Postpaid market segments. • Conducted market research on diagnosing the reasons for customer resigations.• Created and developed data mining models: Propensity to Churn, Propensity to Buy, and revenue models of services. • Created customer segmentation and conducted their business operationalization. Conducted actions for marketing campaigns, created business recommendations. KEY PROJECTS AND ACHIEVEMENTS• Built an analytical platform from scratch and linked it to business processes. Implemented Analytical Engine for X-Sell and Up-Sell, CLV - solution to calculate the customer life time value, New Retention Segmentation Automation, Advanced Analytical Interface, Twins Analysis Tool, Tariiff Optimiser, Global Control Group, Customer Account View.• Optimized retention costs by using data mining techniques in retention segmentation. Generated several dozen million PLN savings. • Increased sales of new activations to already existing customers. Increased campaign volume while increasing effectiveness at the same time. Doubled ECC sales. Achieved the impact of several dozen million PLN annually. • Received the Management Board Award for the Analytical Engine for X-Sell and Up-Sell project.

• Was a VITAY programme analyst (co-created a motivational program for petrol stations). • Built econometric models of petrol sales. 07.2000 – 05.2002

Postgraduate Study, Statistical Analysis And Data Mining In Business

Thesis: Optimising Business Desisions by using Data Mining Models.

Postgraduate Study, Marketing Analysis

Thesis: Data Mining Model for Migration from Prepaid to Postpaid, as Value Managment Driver

One-Year Scholarship

Master’S Degree, Economics And Management Faculty, Quantitative Methods In Management

Master Thesis: Statistical Methods of Quality Control