CV, Experienced CRM Professional Targeting Selected Countries

Available

Serial No: 21148

Job Seeker Location

×

Close

Skills keywords: campaign management, lead management, loyalty product management

Short Bio:

I am a CRM professional with close to 10 years of experience in industries such as automotive, telecom or financial services. Throughout my career I have accumulated valuable expertise regarding both prospect acquisition and customer loyalty. I have extensive experience in designing and managing user engagement strategies, using customer insights, database segmentation and profiling, direct marketing campaigns through various channels, value proposition building, or loyalty product design.

Current location:  Municipiul București, Romania - View on map

Nationality: Romanian

Preferred Sector of Employment:  Marketing, General Management

Spoken languages: english, french

Location I am interested in working: Anywhere

Qualifications

2004-2006
The Academy of Economic Studies – Faculty of Marketing
Master in Marketing and Communication

2000-2004
The Academy of Economic Studies – Faculty of Economic Studies in Foreign Languages, English Department

Career Summary

Experience June 2013 – present
MasterCard,  Bucharest

Customer Rewards & Benefits Manager Romania & Hungary

• On-going management of client and program portfolios to include: strategic planning, marketing plans, forecasts and overall customer relationship (B2B and B2C)

• Driving customer retention, satisfaction and loyalty; handling customer offering and go-to-market models

• Creating and capitalizing opportunities to increase revenue and share of wallet – lead management

• Developing customer strategies for company offerings in the market; driving customer take up of products and services expansion

• Overseeing delivery of adopted products to B2B customers (product implementation, meeting customer requirements, point for escalation and management of issues etc.)

• Partnering with marketing teams develop and execute brand, tactical, direct and other marketing activities

• Partnering with product development teams to provide customer perspective and potential refinements to increase sales opportunities

• Insuring the reach of key metrics of revenue and customer advocacy

• Driving the forecast process to ensure accurate line of sight for pipeline, resources and cash management

Apr. 2009 – May 2013
T-Mobile,  Romania Bucharest

Postpaid Loyalty Product Manager

• Driving postpaid market growth and achieving the postpaid loyalty and retention targets

• Analysis and solutions regarding churn, retention, revenue stimulation and efficiency of campaigns

• Analysis and solutions regarding postpaid customer segments, behavior and customer satisfaction (B2C and B2B)

• Campaign management – outbound, SMS, emailing, direct mailing (+1million database)

• Coordinating and assessing upsell, cross sell and churn prevention campaigns

• Designing the customer value proposition and go-to-market strategy through all channels

• Project management – planning, monitoring and reviewing transversal projects designed for either end users or internal clients; assessing project background and potential milestones, establishing objectives and timeframe, managing project team

• Product development, implementation, release, communication, post release monitoring and analysis

• Providing support in the execution of advertising materials

• Providing training and communicating all new products, promotions and projects to the dealer network, Direct Sales force and Customer Care agents

• Ensuring that the Self Care channels and the website are updated with all new products / promotions

Jan. 2008 – Mar. 2009
Mercedes-Benz.  Romania Bucharest

CRM Manager

• Generating and implementing the annual CRM roadmap (customer retention and prospect acquisition) according to the sales and advertising strategy of each division (Mercedes-Benz Cars, Vans, Trucks, Chrysler, Jeep & Dodge)

• Generating, implementing, monitoring and evaluating the customer loyalty program (touch points throughout customer lifetime) for each sales division, based on customer segmentation

• Campaign management – setting up, implementing, monitoring and evaluating all direct marketing campaigns (telemarketing, SMS, e-mailing, direct mailing etc.)

• Insuring customer satisfaction and a positive experience with the brand through all channels

• Prospect acquisition and management

• Managing allocated budgets

• Supervising the implementation of CRM actions and strategies at dealer level

• Coordinating creation and production agencies in elaborating CRM related materials

Nov. 2006 – Dec. 2007
Renault Nissan,  Romania Bucharest

Relationship Marketing Coordinator

• Generating and implementing the annual CRM roadmap according to the sales and advertising strategy of Renault Nissan Romania

• Setting up, implementing, monitoring and evaluating all direct marketing campaigns for Renault & Nissan brands: direct mailing, e-mailing, telemarketing, drop mail, SMS etc.

• Prospect acquisition and management

• Generating and implementing the customer loyalty program for Renault brand

• Coordinating creation and production agencies in elaborating CRM related materials

• Insuring a consistent customer experience throughout the dealer network, as well as supervising the implementation of direct marketing actions and strategies at dealer level

• Offering guidelines, monitoring and supervising direct marketing campaigns set up independently by the Renault dealer network

Jan. 2004 – Nov. 2006
Certinvest SAI SA,  Bucharest

Marketing Coordinator

• Designing the company’s marketing strategy and managing all ATL and BTL activities

• Coordinating creation and production agencies in elaborating marketing campaigns and necessary materials (flyers, banners, brochures etc.)

• Setting up company events (conferences, seminars, product presentations etc.)

• Contributing to the development of new financial services and products, based on market surveys and customer profile

• Training and supervising the company’s Call Center