Lead projects for sales operations excellence: • Designed customer segmentation logic, implemented differentiated approach to sales and service for two segments which enabled the company to save €4mn annually by optimizing the sales personnel’s workload and increasing customer satisfaction in both segments by 6%; • Organized automated dashboards for sales teams across all geographies, which increased transparency and predictability of sales results, helped to improve sales per person productivity; • Decreased a share of congested retail offices from 36% to 10% (out of 550) through redistribution of customer traffic among offices by creating a mathematical model of traffic and designing a customer navigation process; • Developed and launched the management and control system for cross-functional customer acquisition activities, which led to conversion growth from 2 to 12% in direct sales of premium banking services; • Drove implementation of CRM-system improvements which increased sales controllability and helped to reduce the menial CRM workload by 10%; • Led development of the new sales and service business model carried out with support of external consultants.
Manage sales analytics, KPI setting and tracking activities: • Developed, set and controlled annual and quarterly strategic priorities (target channels, priority customer segments, performance improvements) and KPIs across 72 geographical business units, 550 sales offices; • Achieved sales per employee growth by more than 15% in a year by setting targets across channels, and introducing sales funnel control instruments; • Developed the new customer acquisition strategy for newly launched premium offices, that resulted in reaching target productivity within 2 months, 3 times faster than before (23 such offices launched with this new strategy so far); • Revamped the sales process for investment products, which increased sales by 2,5 times within a half a year.
Led separate workstreams in consulting projects on commercial strategy and operational efficiency in banking, B2B sales and energy industries.
Conducted complex data analytics, generated business insights for strategic and operational decisions.
Developed executive-level presentations, presented results to clients.
Led work of a team of two junior analysts.
Examples of projects: • Developed a market-entry strategy for an engine oil manufacturer – conducted analysis of market trends and competition analysis, identified target customer segments and business model; • Developed a commercial strategy for an energy company to enter a foreign market; identified M&A opportunities on the new market; • Developed a flexible b2b pricing strategy for a construction materials producer; • Identified opportunities for staff reduction by 8% in a large retail bank; • Developed initiatives for optimization of project finance loan approval, shortened the process by 50%, proposed corresponding changes to the organizational structure; • Conducted analyses of a credit collection process in a retail bank, identified opportunities for efficiency improvement by developing a differentiated collection strategy for different segments of borrowers and optimizing collection processes in the call center, which resulted in 10% decrease of provisions for bad debts.