Sep 2022 – Jul 2025 · 2 yrs 10 mos

Jan 2021 – Sep 2022 · 1 yr 8 mos

• Leading complete consumer marketing team of 9: 2 communications, 2 ecommerce managers, web-owner, copywriter, designer, data-analyst and localization manager.
• Responsible for the monetization of acquired users in 3 streams: web & e-commerce, segmented ongoing and triggered communication campaigns, promo campaigns
• Strategic planning of the team activities to support business goals
• Setting the product price strategy
• Establishing the promotional calendar, determining messaging, offers, creative root, defining traffic mix, audience segmentation and lead every campaign from start to end, including reporting on results to C-level management
• E-commerce CR optimization - setting roadmap for ongoing experiments around pricing pages and checkouts, purchase funnel improvements
• Cooperation and negotiation MoR vendors
• Working in close collaboration with other marketing, product, analytics, and development teams, participating in RnD workgroups to ensure business growth
• Currently also obtaining responsibilities of Product Marketing Manager

Dec 2019 – Dec 2020 · 1 yr

• Devised and executed consumer integrated marketing campaigns with the aim of acquiring and retaining customers
• Developed campaign plans for all communication channels, creating campaign specifications and preparing project roadmap to hit deadlines
• Worked with channel leads to create multi-channel campaigns around a digital consumer’s purchase journey beyond the product funnel across all channels from web to social
• Managed the implementation of all campaigns from beginning to end, ensuring they meet the target objectives and are delivered on time and to budget across all key channels
• Coordinated campaign and message delivery across multiple channels working with the creative lead, product marketing lead and the channel teams
• Ensured that the organization’s brand and identity is adhered to in campaigns and in all communication channels and accuracy of marketing materials
• Worked with data and A/B test campaigns to trial new ideas for effectiveness
• Reported campaign results regularly including ROI to senior management and explaining variances

Jun 2019 – Dec 2019 · 6 mos

• Managed and launched retention campaigns via Marketing Cloud based on audience segments
• Managed and coordinated of various multi-channel campaigns (seasonal promo campaigns, Upgrade campaign, “End of Life” projects) from beginning to end, ensuring they meet the target objectives and are delivered on time across all key channels
• Worked with data and A/B test campaigns to test new ideas/campaigns for effectiveness
• Collected and analyzed statistics, reported campaign results and shared learnings
• Worked closely with email marketing team to launch retention email campaigns and improve their performance
• Coordinated various teams and campaign requirements for the launch (BI, engineering, development)

May 2018 – May 2019 · 1 yr

• Campaigns management:
• Management and coordination of various campaigns (seasonal promo campaigns, “End of Life” projects) from beginning to end, ensuring they meet the target objectives and are delivered on time across all key channels
• Management and launch various retention campaigns via Marketing Cloud based on audience segments. Working closely with email marketing team to launch retention email campaigns
• Work with data and A/B test campaigns to test new ideas for effectiveness
• Defining the list of needed materials across all the channels, creating campaign specifications and preparing project roadmap to hit deadlines
• Collecting statistics, report campaign results and sharing learnings
• Coordination of the various teams and campaign requirements for the launch (BI, engineering, development)
• Support of a Customer Communication map
• Senior e-Commerce management:
• Working on healthy chargeback & refund rates
• Mediation between internal teams and external processing partners to deliver the new technical solutions and align requirements on both sides
• Assisting finance and legal teams in cooperation with external partners
• Taking a part in data reconciliation projects, assisting engineering team according to the project requirements
• Other:
• Working closely with engineering teams to develop improvements of the internal systems (preparing use cases, estimation of business value)
• Conducting various researches to use for benchmarking purposes
• Validating campaign approaches and prototypes via customer interviews (including arranging interviews, preparing script)

Jun 2017 – May 2018 · 11 mos

• Full ownership of order processing part of a SaaS product
• Working closely with processing partners from all over the world
• Performing A/B testing of selling pages on multiple channels to continually improve channel’s performance
• Implementing various cross-sell offers
• Improving retention results of SaaS products
• Implementing and testing new processing solutions to maximize income
• Order processing and cart adaptation for local markets
• Testing and implementation of new price strategies

Nov 2016 – May 2017 · 6 mos · Kiev Region, Ukraine

• Was responsible for customer service delivery at an online service company
• Managed a team of 10 to deliver best in class worldwide customer service across email, phone, chat
• Developed Quality Standards, guidelines, manuals and a comprehensive Quality Assurance system from scratch
• Set up reports, statistics analysis, support workflow development and optimization
• Implemented omni-channel support system
• Hiring, onboarding and training newcomers
• Effectively collaborated with other departments and teams to meet the customer expectations
• Was continuously testing and using new methods and approaches in order to provide a high-quality support

Jan 2014 – Nov 2016 · 2 yrs 10 mos

• Set up and managed support billing team of 5 from its creation
• Setting and monitoring team’s KPIs for ongoing improvements
• Collection and analysis support billing team statistics for continuous improvement of the team results
• Researching and implementing the new tools and guidelines for customer satisfaction rate increase,
• Working on reducing the refund rate
• Close collaboration with other teams (product, marketing, development, QA and other) to resolve customers’ issues

Jan 2013 – Dec 2013 · 11 mos

• Ongoing monitoring conversations of the support agents with the clients to evaluate support quality based on the best practices and guidelines to ensure the best customer experience
• Was mentoring and training support agents for continuous service level improvements
• Analysis of customer’s feedback and contributed into product development roadmap
• Verification issue resolution on the customer’s behalf

Mar 2011 – Jan 2013 · 1 yr 10 mos

• Worked as an agent via phone, chat, email and remote assistance technical support in English for a variety of issues
• General system troubleshooting
• Verifying issue resolution on the customer’s behalf
• Collaborated with development team to recreate bugs in the test environment

Sep 2010 – Nov 2010 · 2 mos · Kyiv, Ukraine

• Conducting presentations in schools within the volunteer program "Spend less - learn more" initiated by the United Nations Volunteers for secondary schools of Kyiv; (http://eco.iteach.com.ua/)
• Demonstration of modern technologies to the pupils and teachers to promote confrontation to expose global environmental problems and saving the ecology;
• Assisting school staff in participation in the waste paper collecting competition;
• Delivering and setting up equipment at the venue of presentations;
• Making reports after each presentation.

Dec 2009 – Jun 2010 · 6 mos · Kyiv, Ukraine

• Consulting customers of the electronics retail shops and suggesting promoted products to meet customers' needs;
• Selling products being promoted (notebooks and computers) and keeping records of sales;
• Making daily reports.

Feb 2010 – Mar 2011 · 1 yr 1 mo

• Consulting customers of the electronics retail shops and suggesting products to meet the customers' needs;
• Selling products being promoted (electronics such as notebooks, digital cameras, computer accesories etc.) and keeping records of sales;
• Making weekly reports.