Looking for a job

Эмиль Алиев

@emilfirefly

Message

Retention-focused operations leader driving churn reduction, upsells, and cross-regional performance.

Azerbaijan

Message

What I'm looking for

I seek a role where I can lead retention and growth initiatives, work cross-functionally on data-driven programs, scale SOPs, and mentor teams for measurable revenue impact.

I am a retention-focused operations leader with five years of experience designing and scaling data-driven processes that reduce churn and increase revenue across regions. I align Product, Marketing, and Sales around KPIs and turn complex workflows into high-impact systems.

At NovaKid I owned retention KPIs, created standardized retention playbooks used across 12 regional teams, and collaborated with BI and Product to build dashboards and tooling that track churn, cohorts, and funnels. I led training programs, ran experiments (including A/B churn prediction), and introduced product lines and initiatives that materially improved LTV and ARPU.

My achievements include cutting net churn from 15–25% to 4–8% YoY, increasing upsell revenue share from 10% to 25%, raising ARPU by 50%, and personally training nearly 100 staff. I focus on actionable metrics, cross-functional execution, and scalable SOPs that deliver measurable business impact.

Experience

Work history, roles, and key accomplishments

Retention Operations Specialist

NovaKid

Mar 2021 - Aug 2025 (4 years 5 months)

Customer Success&Retention Operations Specialist with CS Ops/RevOps experience driving lifecycle management, churn reduction, and revenue growth across 12 regions. Built SOPs, playbooks, dashboards, and automations (Intercom, WhatsApp, calls). Partnered with Product, BI, and Sales. Reduced churn 25%→8%, increased ARPU 50%, generated $4M upsell, trained 100+ CSMs.

Retention Strategy Cohort Analysis Customer Segmentation Upselling SLA Management OKRs SaaS Sales SOPs CRM Management NPS Executive Communication Churn Prevention Churn Modeling Data Analysis Team Management Workflow Automation B2C Sales Training And Development

Customer Service Representative

Nextsale

Aug 2018 - Jan 2019 (5 months)

CS Representative improving service operations, SLAs, and client satisfaction. Rewrote support guidelines, optimized workflows, and ensured SLA compliance. Partnered with Product to deliver B2B feedback and feature improvements. Resolved escalations and mediated conflicts (4 recognitions). Supported 8+ products, driving adoption, cross-sell, and customer education.