Position: CRM-manager
Category: Project Manager
English level: upper
Years of experience: 3

-	introduced a loyalty program (in partnership with Fishka);
-	creating from scratch, testing different mechanics of special offers and implementing of a trigger communication scheme with users;
-	an additional communication channel with subscribers was launched: push-mailings to mobile/TAB + to STB;
-	launching a referral program;
-	launch of the possibility of buying XtraTV equipment on credit
-	negotiation of commercial terms of cooperation and signing of contracts with the central Ukrainian payment systems (Portmone, Monobank, EasyPay, IBox, 2click, City24, IPay);
-	implemented more than 50 special offers for end users with different mechanics (idea generation, business case calculation, development of mechanics and description of technical specifications, promo campaigns (independently - if the action involved direct communication, or with the involvement of colleagues).
•	01.2019 – today: CRM-manager (streaming service OLL.TV, satellite provider XtraTV)

Key metrics I was responsible for in my current position: LT, LTV, ARPU, Churn-rate, Up-/Cross-sale, % reactivation, % conversion after call, quantity of new users, open rate messages, CTR, cost per one user

Responsibilities:
-	managing the subscriber’s life cycle:
-	analysis of the subscriber base and identification of trigger points that affect performance indicators. Formation and implementation of a scheme of interaction with users based on this analysis;
-	construction of a scheme and selection of mechanics to prevent the outflow, reactivation of users;
-	development of special offers for users (from generating an idea / building and protecting a business case to evaluating effectiveness);
-	calculation of cases to justify the needs and relevance of the proposed ideas;
-	preparation, development and implementation of a loyalty program for existing users to increase the life-cycle of the subscribers;
-	weekly planning and implementation of advertising communication with users: viber/sms messages (service used - GMSU); email messages (eSputnic); push messages (OneSignal);
-	support and coordination of work of outsourcing contact centers in the direction of outgoing calls;
-	tracking and developing additional channels/services that help attract new users;
-	evaluation and processing of incoming requests for cooperation;
-	budget planning and forecasting;
-	coordination and support of relationships with partners (negotiation of the terms of cooperation, support of relationships, support of the mutual exchange of documents / mutual settlements).