1. Building CRM processes at BNPL fin-tech startup from the scratch. 2. Integration of the analytical solution Knime for CRM needs. 3. Implementation of the regular analytic reports and customer segmentation. 4. Development of the onboarding process and life-cycle communication strategies. +13 p.p. mobile app share among new customers +2 p.p. share of additional paid services

1. Cross-sell process management (personal loans and credit cards): - 80% of all cash loan sales via CRM; - 60% of all credit card sales via CRM; - increase in market share from 0.6 to 1 percent in 6 months; - personal credit limits calculation and offers formation, brought to signing; - mechanics and pilots testing, a-b tests, adapting new processes to the regular ones; 2. Communications - multichannel communication chains via different channels - SMS, mobile push, outbound and inbound calls, email, IVR and others; - offline and real-time communications launching (RTM); - contact policy management and optimization of communication; - budget planning for CRM communications. 3. Life-cycle management: - onboarding uplift to activation 5%; - customer retention uplift 7-10%; - CLIP additional debt ~ +15% per card. - increase in pos-turnover by 5% vs static control group. 4. Analytics: - segmentation of customers, credit and debit cards; - calculation of segments by behavior and development of customer journeys based on big data. 5. Managing a team of 20 experienced professionals - three divisions. 6. Budget planning, staff’s KPI setting

1. CRM Campaigns for Sber VIP customers: - Preboarding & Onboarding (8 campaigns for various products) - Increase in assets and transactional activity - SAS RTDM event campaigns (+0.5 p.p. uplift in turnover) - Churn campaigns (-0.3 p.p. decrease in churn in 4q 2020) - Ad-hoc campaigns 2. Technical tasks for the development of probability models: - Outflow - Probability of buying a product - Next best offer

1. Credit cards churn management: - Definition of outflow; - Customer surveys and the formation of hypotheses; - Pilot mechanics launching; - Regular campaigns launching; - Setting goals for the creation of predictive models (churn, activation, propensity to offer); 2. Factor analysis of portfolio changes - growth, fall, stagnation

Card life cycle campaigns: 1. Onboarding (+5% uplift of additional active cards, -12% default after first payment) 2. Usage (+5-7 thousand additional active cards) 3. Retention & Winback (+1.5 thousand additional retained cards per month, +600 additional cards returned\started using monthly) 4. Limit Management (+150 million rubles limits activated monthly) 5. Mobile App promotion (+23% additional app/service activation) Technological development: 1. Implementation of RTDM (+500 credits +150 additional sales cards, +200 retained cards) 2. Implementation of channels - Viber, Mobile app, Push browser 3. Data enrichment (+3-5 new entities monthly) 4. Creation of customer 360 card customer segmentation

CRM campaign manager Cross sales of credit products - personal loans, credit cards. SAS Marketing Automation, Enterprise guide, RTDM

Integration and development of the analytical CRM platform SAS Marketing automation Cross sale of credit products Credit cards life-cycle management

Junior CRM campaign manager Managing ad-hoc CRM campaigns Teradata CRM, Teradata SQL