Head of Customer Experience

• Nov 2022 - Present

Leading 3 streams: Customer Experience, Research, and Customer Care 1. Customer Experience: • Developed and executed a comprehensive Customer Experience strategy catering to the needs of all business lines. • Established a 360-degree customer experience approach, considering all touchpoints with PSE, fostering a customer-centric culture aimed at delivering exceptional experiences. • Implemented solutions and tools for collecting customer feedback at every touchpoint to identify areas for improvement and drive positive business outcomes. • Incorporated "Close the loop" and "Continuous improvement" cycles to consistently enhance the customer experience. 2. Research: • Designed and conducted various types of research to support all business activities. • Conducted research on new markets, identifying promising segments of the client base, exploring business opportunities, evaluating competitors, and supporting M&A initiatives. • Performed client research to understand Job-to-be-Done (JTBD), pain points, and gains, creating customer personas, empathy maps, and customer mind-maps. • Conducted product research to identify value propositions, test product-market fit, prioritize features, and conduct usability testing. 3. Customer Care: • Successfully built the support department from scratch, implementing best practices from the market and the industry. • Established and documented a technical issue reporting process, utilizing alerting mechanisms and red flags, while overseeing the Support board in Jira. • Created and presented weekly reports, conducting meetings, and sharing updates with the entire product and technical team. • Developed key performance indicators (KPIs) and service level agreement (SLA) metrics tailored to the product requirements. Show less

Traditional Trade Regional Manager

• Mar 2022 - Oct 2022

• Grow revenue and increase market share via various initiatives and activities• Define an efficient organizational structure and implement an effective sales strategy• Contribute to the long-term strategic plan of the Moscow region• Assure the implementation of strategic initiatives and KPI set achievement• Develop and motivate a team of 24 in-house and 40 3rd party staff

Modern Trade Regional Manager

• Mar 2021 - Feb 2022

• Ensure the sustainable performance of in-market sales and share of market growth in the Modern Trade channel in the Moscow region • Annual budget management for 3rd party staff and LKA contracts – millions RUB • Manage and control a team of 7 in-house and 100 3rd party staff • Develop cycle activities, KPIs and coverage approach for the field sales force • Set up and adopt agency processes to ensure the full scope of provided services

Project Manager

• Feb 2020 - Feb 2021

• Lead projects and initiatives involving cross-functional teams to maximize sales and business development• Develop a route-to-market strategy for a new product launch (IQOS)• Run a series of tests to identify the best possible consumer acquisition toolbox• Assert implementation budget and identify the organizational structure• Manage and control project team of 40 in-house and 10 3rd party staff

Digital Trade Development Supervisor

• Nov 2018 - Jan 2020

• Manage B2B digital engagement platform with over 50K users• Ensure sustainable users’ engagement and retention grows • Develop a long-term product strategy to support key business priorities • Conduct customer development (UI/UX), user research, and interviews

Sales Strategy Manager

• Aug 2017 - Oct 2018

• Lead the digital transformation of the sales team in Africa and the Middle East• Develop a regional strategy based on consumer insights and incubation results• Control and adjust strategy implementation via short-term field visits• Enhance markets' collaboration with the global team

Distribution executive area

• Nov 2016 - Aug 2017

Key Account Executive Area

• Jul 2016 - Oct 2016

Field Supervisor

• Mar 2015 - Jun 2016

Field Operations Specialist

• Jan 2013 - Feb 2015

Territory Specialist

• Nov 2011 - Dec 2012