Position: Marketing Manager, Customer Experience manager, processes manager, business architecture
Category: Marketing
English level: upper
Years of experience: 11

- E2E customer facing processes across all channels as a part of new IT stack for all Eurasia countries
- Align all BR for stack for Eurasia countries
- Support of localization workshops with E// and OPCOs
- Content management: single main message for customers across all channels. Information is aligned and consistent across channels
- Establish unified process of E2E customer processes design and performance measurement as well as measurement of economic channel performance 
- Implement all new marketing activities across all channels: content and process development
- VoC solution: tender for supplier choosing, RFP, plan of implementation, pilot and launch. 
- Business intelligence: development ROI model analysis of NPS and marketing actions directed to NPS growing.
- FTTB transformation processes based on the best customer experience in all touch points.
- Development and implementation customer experience management (CEM) strategy 
- Employee engagement: aggressive internal CEM strategy communication (2 video: what does CEM mean for company, CEO involvement in to CEM program; POSM)
- Program “Become a customer” for Kyivstar employees: insights about customer experience through own private experience
- The Best Employee of 2013 year. 
- Development and implementation marketing strategy for brand Home Internet.
- Management of marketing budget: 3 full ATL campaigns launched
- Web site for FTTB service ‘Home Internet’ redesigned. Result: increase sales on 10%.
- BTL activities development and implementation (5 in 3 months). Direct mailing project with ‘Silpo’ launched
October 2018 -till now
Maternity leave, freelance consulting (new brand launch, NDA project till launch)
June 2017 – October 2018
Own projects:
Digital channel development for fashion retail
Consulting of market positioning for digital recruiting agency www.hire.best. Marketing strategy development. 
June 2016  – June 2017 
JSC «Kyivstar», Kiev Head of the sales and customer service processes development department (Omni channel), business architecture of new IT BSS stack, head of Eurasia Processes Hub 
December 2014 – June 2016 
JSC «Kyivstar», Kiev Head of the sales and customer service processes development department (Omni channel).
December 2012 – December 2014 
JSC «Kyivstar», Kiev Head of customer experience management (CEM). Certified Customer Experience Professional by Medallia.
April 2011 – December 2012
JSC «Kyivstar», Kiev Head of marketing unit FTTB, marketing division