Grigore Cristi

Developing and implementing the strategies needed to achieve the main KPIs:

• Planning and delivery of CRM strategy structured on business needs and user satisfaction.
• Development automation flows depending on the stage of the journey, respectively the user's behavior.
• Development of features aimed at increasing UX, dedicated promo mechanisms and reaching KPI at the business level.
• Implementation of events aimed at improving the analysis base from the beginning of the journey to until user loyalty.
• Management and implementation of dedicated campaigns.

Reporting on business impact:

• Analyzed data to identify root causes of problems, patterns and trends in large data sets and recommend corrective actions/ insights.
• Managing the promo budget and analyzing the optimal actions to achieve the best results.

Developing relationships

• Collaborated with stakeholders to identify business needs and data sources.
• Identifying opportunities and creating a strategy to achieve the objectives.

Developing and implementing the strategies needed to achieve the main KPIs:

• Planning and delivery of CRM strategy structured on business needs and consumer retention
• Consumer segmentation by behavior and configuration of impact maximization flows at KPI level (onboarding, loyalty, promotions and communication)
• Implementing automation to meet consumer needs and position the brand in the first place of choice
• Constantly interacting with other departments to identify user behavior and make Journey strategy according to targeted needs

Reporting on business impact:

• Analyzed and compiled data and campaign results with the aim of optimizing campaign performance
• Reconfigure consumer-based segments to increase efficiency and business impact
• Keeping ahead of industry trends and providing competitor analysis.
• Track channel performance and deliver relevant reporting

Monitor systems and troubleshoot issues:

• Configuration of analytical boards and tracker required detailed overview
• Testing the channels used and ensuring optimal operation

Event and project coordinator:

• Responsibility for logistics, coordination with team members and maximizing the potential generated by the project

Developing relationships
Worked closely with service providers to address needs and maintain professional and efficient connections

• Maintained and managed customer files and databases
  
• Coached team members regarding call strategy to effectively reach targets and quality orientation for consumer satisfaction.
  
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  
• Oversaw call-monitoring, performance and action for all team members.
  
• Communicated frequently and openly to motivate team members and drive goal achievement.
  
• Creating brainstorming sessions to find out perceptions and outline new strategies
  
• Responded to customer calls and emails for solving high-risk cases

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics and customer adaptation.
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives