Sberbank CRM Implementation

● Led a division (12 persons) with strategic priorities of implementing CRM, Data mining, customer analytics programs at the Bank. Was in charge of CRM selection (SAP CRM, Siebel CRM solution analysis), BRD analysis, key requirements definition, tender procedures, system integrator choice, overall planning, resource, and delivery management. ● Developed the CRM implementation strategy both from operational and analytical sides, key policies and business processes, including customer information center based on CRM solution (strategies for cross/up-selling and service based on client’s behavior and segment). ● Managed the Retail CRM implementation program (Siebel CRM implementation), including 5 projects: Sales, Tele-Marketing, Contact centers, Branches, Business Core Functionality. General management and overseeing of following projects: Analytical Warehouse and Data Mining tools implementation (SAS, Teradata), Data Quality project , BI and Reporting system implementation. ● Launched cross/upsell marketing campaigns with overall reach more than 70 mln. clients and ROI of 173%.

MTS CRM implementation

● Managed the CRM division at the leading telecom operator in Russia and CIS, supervised all ongoing activities on CRM and loyalty in different Business Units at the Corporate Center level, organized the development and sharing of the best practices on CRM and loyalty among the MTS Group in CIS. ● Developed and implemented the MTS Group CRM Strategy (Russia, Ukraine, Belorussia, Armenia, Uzbekistan, Turkmenistan), proposed new initiatives and successfully managed their implementation on the Corporate Center level. ● Controlled the churn KPI's fulfillment in business units, developed MTS Corporate Policies and Business processes methodologies (Churn Management policy, Contact policy, CRM regulations, CRM campaign evaluation methodology, Churn & Loyalty KPI measurement, Proactive Retention and Churn prediction methodology). ● Successfully managed the Oracle Siebel CRM implementation delivery on the marketing, call-center and corporate clients projects, coordinated the cross-functional tasks in CRM projects in Russia and Ukraine between the system integrator, consultants, businessowners and stakeholders. ● Have developed the micro-segmented approach for CRM marketing campaigns (SAS). To create the Churn Management Strategy For the MTS Group in CIS.

Wargaming CRM platform implementation

● Led the global department for CRM and Publisher analytics (CRM & CEM, Customer analytics, Product Analytics, Marketing Analytics, Reporting and Efficiency analysis). Managed all activities on CRM and analytics for the publisher’s HQ on the global level (EMEA, CIS, NA, APAC) on 130 M Customer Base. Was in charge of the CRM strategy development and implementation. Coordinated CRM and CEM processes between different functional and regional business units, integrated different regional CRM divisions and ensured holistic and uniform customer management approach in the organization. ● Launched the key infrastructure projects in both Analytical and Operational CRM: PEGA Marketing Implementation (Campaign Management and Omni-Channel Marketing platform), PRMP (Player Relationship Management Platform - event-based real-time communication platform on Hadoop), SAS Factory Miner (Data Mining & Predictive Analytics Automation Platform - i.e. Modeling Factory). Managed the global budget of USD 1,5M on CRM activities/projects, and achieved USD 4,7M annual incremental efficiency on the CRM campaigns launched globally on a 15-Million Monthly Active User Base. ● Assembled and led the analytics team for detailed product analysis (World of Tanks, World of Warships, World of Tanks Blitz, Master of Orion and other titles), market research, marketing efficiency management, customer analytics (churn prediction, win-back prediction, LTV/customer lifetime value, customer potential, monetization probability scoring).