Qualifications
2004-2006
The Academy of Economic Studies – Faculty of Marketing
Master in Marketing and Communication
2000-2004
The Academy of Economic Studies – Faculty of Economic Studies in Foreign Languages, English Department
Career Summary
Experience June 2013 – present
MasterCard, Bucharest
Customer Rewards & Benefits Manager Romania & Hungary
• On-going management of client and program portfolios to include: strategic planning, marketing plans, forecasts and overall customer relationship (B2B and B2C)
• Driving customer retention, satisfaction and loyalty; handling customer offering and go-to-market models
• Creating and capitalizing opportunities to increase revenue and share of wallet – lead management
• Developing customer strategies for company offerings in the market; driving customer take up of products and services expansion
• Overseeing delivery of adopted products to B2B customers (product implementation, meeting customer requirements, point for escalation and management of issues etc.)
• Partnering with marketing teams develop and execute brand, tactical, direct and other marketing activities
• Partnering with product development teams to provide customer perspective and potential refinements to increase sales opportunities
• Insuring the reach of key metrics of revenue and customer advocacy
• Driving the forecast process to ensure accurate line of sight for pipeline, resources and cash management
Apr. 2009 – May 2013
T-Mobile, Romania Bucharest
Postpaid Loyalty Product Manager
• Driving postpaid market growth and achieving the postpaid loyalty and retention targets
• Analysis and solutions regarding churn, retention, revenue stimulation and efficiency of campaigns
• Analysis and solutions regarding postpaid customer segments, behavior and customer satisfaction (B2C and B2B)
• Campaign management – outbound, SMS, emailing, direct mailing (+1million database)
• Coordinating and assessing upsell, cross sell and churn prevention campaigns
• Designing the customer value proposition and go-to-market strategy through all channels
• Project management – planning, monitoring and reviewing transversal projects designed for either end users or internal clients; assessing project background and potential milestones, establishing objectives and timeframe, managing project team
• Product development, implementation, release, communication, post release monitoring and analysis
• Providing support in the execution of advertising materials
• Providing training and communicating all new products, promotions and projects to the dealer network, Direct Sales force and Customer Care agents
• Ensuring that the Self Care channels and the website are updated with all new products / promotions
Jan. 2008 – Mar. 2009
Mercedes-Benz. Romania Bucharest
CRM Manager
• Generating and implementing the annual CRM roadmap (customer retention and prospect acquisition) according to the sales and advertising strategy of each division (Mercedes-Benz Cars, Vans, Trucks, Chrysler, Jeep & Dodge)
• Generating, implementing, monitoring and evaluating the customer loyalty program (touch points throughout customer lifetime) for each sales division, based on customer segmentation
• Campaign management – setting up, implementing, monitoring and evaluating all direct marketing campaigns (telemarketing, SMS, e-mailing, direct mailing etc.)
• Insuring customer satisfaction and a positive experience with the brand through all channels
• Prospect acquisition and management
• Managing allocated budgets
• Supervising the implementation of CRM actions and strategies at dealer level
• Coordinating creation and production agencies in elaborating CRM related materials
Nov. 2006 – Dec. 2007
Renault Nissan, Romania Bucharest
Relationship Marketing Coordinator
• Generating and implementing the annual CRM roadmap according to the sales and advertising strategy of Renault Nissan Romania
• Setting up, implementing, monitoring and evaluating all direct marketing campaigns for Renault & Nissan brands: direct mailing, e-mailing, telemarketing, drop mail, SMS etc.
• Prospect acquisition and management
• Generating and implementing the customer loyalty program for Renault brand
• Coordinating creation and production agencies in elaborating CRM related materials
• Insuring a consistent customer experience throughout the dealer network, as well as supervising the implementation of direct marketing actions and strategies at dealer level
• Offering guidelines, monitoring and supervising direct marketing campaigns set up independently by the Renault dealer network
Jan. 2004 – Nov. 2006
Certinvest SAI SA, Bucharest
Marketing Coordinator
• Designing the company’s marketing strategy and managing all ATL and BTL activities
• Coordinating creation and production agencies in elaborating marketing campaigns and necessary materials (flyers, banners, brochures etc.)
• Setting up company events (conferences, seminars, product presentations etc.)
• Contributing to the development of new financial services and products, based on market surveys and customer profile
• Training and supervising the company’s Call Center
