TATIANA ZVORYGINA
Moscow,Russia
Summary
Award-Winning Marketing and Business Growth Leader | 20+ Years of Driving Customer Value Strategies I Turning Strategies into Triumphs. Delivered tens of game-changing business projects in banking, investments, and betting industries, achieving 4x growth of Customer Base, 3x growth of LTV, and 3x Revenue growth in roles of CCO, CMO, Director of Customer Experience, and Director of VIP Department.
Overview
17
17
years of professional experience
Work History
Chief Commercial Officer (CCO) /Director of Customer Experience (CX)
Liga Stavok
01.2020 - 10.2024
- Integrated client-oriented strategy (SLA, tracking and resolution control, satisfaction measurement), accelerating responses by 2 times
- Increased turnover by 333%, YAU by 465%
- Increased VIP customers by 462% (turnover/VIP-client by 20%, average bet by 58%, average revenue/VIP-client by 60%) by integration of CRM and launch of VIP loyalty program
- Raised conversion rate by 42%, average turnover/user by 78%, average revenue/user by 61%, and click-to-open rate by 25% with optimized sales funnel, improving customer experience with scoring models to detect high-quality customers early
- Launched the reactivation program using the predicting analysis, increasing reactivation rate by 28%
- Doubled the retention rate of the mass-market customers, improved performance indicators of serviced department through enhancing the call-center scripts and CJM on the whole lifecycle
- Lifted Customer Satisfaction Index from 4.1 to 4.6 points by CustDev research into the product strategy
- Supervised the project ‘Liga Stavok Media Basket’, the silver award in category ‘The best collaboration in Sport Marketing’ in prestigious E+ Awards (Russian version of Effie Awards)
Director of Marketing Department (CMO)
Otkritie Broker PJSC
01.2015 - 12.2019
- Transformed marketing model, boosting Lifetime Value (LTV) by 2,2 times and the Lifetime – by 3 times
- Automated customer needs to best possible offers matching, enhancing up-sale indicator by 24%
- Installed marketing communications system, increasing Net Promoter Score by 35 points over 4 years
- Supervised design of first loyalty program in Russian brokerage (O
- InveStore!): new customer cost cut 5 times (Loyalty Awards Russia 2019, 4 awards)
- Set benchmark for events among peer companies (trader Larry Williams conference, 2015, country-wide traders chess contest, 2017)
- Improved the business approach by changing the core product from the plain access to the Stock Exchange into the product with strong analytical support in 2017, which dramatically changed the whole industry standard
Head of Marketing Communications
Rosinterbank
01.2013 - 12.2015
- Elevated conversion rates of customers to Website by 50%
- Promoted recommendations for products from customer satisfaction surveys, raising Net Promoter Score by 30 points during 2 years
- TOP-100 Russian banks, 2015
- 'Social Projects of Russia' winner
Head of Marketing
Primsotsbank
01.2008 - 12.2013
- Created from scratch marketing and customer service divisions, built corporate identity; bank got into top-20 for business loans
- Organized online sales, increased the conversion rate on Website from 0% to 10%
- Reduced customer acquisition costs for individual business lines 3 times
- Sped-up the response to customer requests by 5 times
Education
MBA - Executive MBA
Rutgers Business School
Newark, NJ05-2026
M.D. - Marketing
Vladivostok State University of Economics And Service
Vladivostok, Russia06-2002
Skills
Executive team leadership
Marketing and growth strategy development
Customer experience optimization
Customer value management
Integrated marketing communications
Omnichannel marketing and sales
Customer lifecycle management
Business development and planning
Accomplishments
· Top-100 marketologists of Russia (Kommersant, 2017, 2018)
· Gratitude certificates of Moscow Exchange for personal contribution in development of investments in Russia
· The member of Effie Awards Russia Jury, 2020
· The member of Sport Business Award Jury, 2023, 2023 / The best member of Jury 2023 (the winner of special nomination)
· The member of Hackathon Jury (Internal project of Liga Stavok), 2023
· Martech Expo Russia speaker (‘Synergy of digital & offline marketing’ report), 2018
· Digital & Service Russia Forum speaker (‘Customer experience report’), 2022, 2023
· Forum MarProDay Russia speaker (‘5 examples how to lift customer loyalty’), 2023
· Top-2 speaker of Forum “WOW Service: How to adapt business to customer expectations in new reality”, 2022
· Tutor of diploma projects for students, 2010-2011
Additional Information
Top-100 marketologists of Russia (Kommersant, 2017, 2018), Gratitude certificates of Moscow Exchange for personal contribution in development of investments in Russia, The member of Effie Awards Russia Jury, 2020, The member of Sport Business Award Jury, 2023, 2023 / The best member of Jury 2023 (the winner of special nomination), The member of Hackathon Jury (Internal project of Liga Stavok), 2023, Martech Expo Russia speaker (‘Synergy of digital & offline marketing’ report), 2018, Digital & Service Russia Forum speaker (‘Customer experience report’), 2022, 2023, Forum MarProDay Russia speaker (‘5 examples how to lift customer loyalty’), 2023, Top-2 speaker of Forum “WOW Service: How to adapt business to customer expectations in new reality”, 2022, Tutor of diploma projects for students, 2010-2011, Certificate of the best project results, Internal Management University of Primsotcbank, 2011 (Service Department project)
Languages
Russian
Native or Bilingual
Timeline
Chief Commercial Officer (CCO) /Director of Customer Experience (CX)
Liga Stavok
01.2020 - 10.2024
Director of Marketing Department (CMO)
Otkritie Broker PJSC
01.2015 - 12.2019
Head of Marketing Communications
Rosinterbank
01.2013 - 12.2015
Head of Marketing
Primsotsbank
01.2008 - 12.2013
MBA - Executive MBA
Rutgers Business School
M.D. - Marketing
Vladivostok State University of Economics And Service
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