Reference
37899
Type
Permanent
Location
Bishop's Stortford
Category
CRM

Career History

Nov 2014 – present: Private Equity Advisory Firm

CRM Manager

Managing the CRM team and all CRM projects

  • Communication: attending client calls and meetings to promote the company’s unique CRM implementation and how this becomes a market differentiator. Also provide advice on CRM strategy, platform selection and various other CRM processes. Internally act as the face of CRM to Partners, Steering Committee and all users
  • Salesforce Einstein: project management, discovery, scoping, Proof of Concept, stakeholder management and expectation of deliverables, using Analytics Dashboards and Predictive Analytics
  • Salesforce Pardot: Project management of pilot event implementation
  • Smaller CRM projects: requirements, prioritisation and delivery. Example projects: update meeting notes capturing workflow, timesheets, voting workflow and other automation and new processes into Salesforce.
  • User Training: new and existing users, regular updates, exam design and roll out, ensure high proficiency level is maintained across the company
  • Data Quality: KPIs, Reporting, user follow up and bulk uploads to ensure good data
  • Client reporting: Client bespoke report design using Salesforce and Crystal Reports, including data transfer solutions.
  • Internal Reporting: continuously looking for new ways to represent complex data for internal KPIs, across the whole organisation, using Salesforce reports and Dashboards
  • Responsible for the management and prioritisation of all other business as usual work across the CRM team.
  • CRM platform migration from Maximizer to Salesforce, taking over 400 days of work, stakeholder management and implementation of all work to be completed.
  • Vendor contracts, communication, management and budget monitoring

 


 

Mar 2010 – Sep 2014: Insurance Company Greece

Head of Customer Relationship Marketing

Responsible for the CRM team. Manage CRM budget.

  • CRM database analysis: Customer Segmentation, Churn Prediction Models, Retention Analysis, Product Analysis, ad-hoc analysis / reports, KPIs monitoring.
  • Market Research: Qualitative and Quantitative researches mainly targeting customer behaviors and trends about products, lifestyle data, retention, loyalty.
  • Leads and Rollover Business Management: Design, monitor and execute processes regarding Leads and Rollover Business, campaign management, campaign feedback and analysis of results.
  • Net Promoter Score program: Design, test, implement and monitor Net Promoter Score program in which customer voice is captured through special questionnaires and then act upon the feedback to improve the company and the customer experience. Monitor virtual cross-functional team that responded to customer feedback on a daily basis.
  • Customer Experience: Project based program in which all customer lifecycle stages are recorded and analyzed in order to identify gaps and strengths and improve company, towards achieving excellent customer experience. Set-up, coordinate and follow up the implementation action plan towards improving Customer Experience.
  • Retention / Loyalty Project: Design and set up annual action plan for customer retention. Follow up on action plan implementation, design campaigns and monitor execution and KPIs.
  • Corporate website content management.

 


 

Jul 2008 – Mar 2010 : Cosmote Mobile Telecommunications Hellas

CRM Campaign Manager

  • CRM cross functional Project Management: Market & Product Analysis, SWOT Analysis, Business Case Profit Analysis, Business Requirements of Technical Specifications Documentation, Project Presentations, Project Team organisation and Project Implementation.
  • CRM Campaign Management: Customer behaviour analysis and Product & Services opportunities for CRM Campaigns. Target Customer definition & segmentation, Business Case Profit Analysis, KPIs definition, cross-functional cooperation for marketing materials (marketing – product marketing, etc), campaign execution (customer list extraction), ROI measurements and campaign evaluation.

 


 

Jan 2004 – Jul 2008: Hewlett-Packard Hellas

CRM Manager

  • Multi-Country Project Management: Project management in the Closed Loop Management European Work stream. Analysing the status of the countries, checking adoption level of current and future projects, organising cross-country conferences, engaging subject experts from CRM, Marketing and Sales, prioritising and building implementation plans for countries, training and support.
  • Local Responsibilities: Managing local CRM Team (3 people). Roll-Out and migration of CRM system upgrade (Siebel Pioneer migration to Siebel IS 7.5). First level CRM consulting and technical troubleshooting for end users. CRM Siebel User Trainings (Marketing Campaign Management & Sales Opportunity Management).
  • Marketing & Sales Responsibilities: Maintaining and ensuring high data quality in Customer Database (CKM – Customer Knowledge Management), close cooperation with Sales and Marketing Functions. Target customer segmentation and preparation of target lists for marketing activities, KPIs definition and ROI measurements as a part of CLM (Closed Loop Marketing) World-Wide Strategy. Maintaining and ensuring high quality in sales opportunity funnel database (CRM Siebel).

Education

1999 – 2003: University of York, UK:

Bachelors & Masters of Engineering in Electronic and Telecommunication

 

Engineering 1987 – 1999: Athens College

(Hellenic American Educational Foundation): High School Education

 

Languages

English: GCE O Level English Language Exam (University of Cambridge Local Examinations Syndicate), French: basic knowledge

 

IT Skills and Certifications

Certified Salesforce Administrator, Salesforce Lightning, Salesforce Einstein Analytics and Discovery, Crystal Reports, Maximizer, Siebel CRM, Website CMS, BusinessObjects, SPSS, Clementine, Oracle Discoverer, MS Office, AUTOCAD, Adobe Photoshop, Adobe Illustrator.

Want to Hire