Дарья Грачева

Key Responsibilities
- Manage CRM communications across the full customer lifecycle, including pre- and post-booking, trip preparation, in-trip, and post-trip stages.
- Build and automate event-driven communication journeys based on user behavior, booking status, and customer data.
- Develop retention and reactivation strategies to increase repeat bookings and reduce customer churn.
- Segment the

- Testing and launching mass, triggered, and personalized campaigns in Exponea aimed at increasing Retention and purchase frequency.
- Managing the contact policy, troubleshooting, and testing all types of campaigns.
- Increasing customer retention and purchase frequency through personalized communications.
- Customer base segmentation.
- Preparing performance reports for launched campaigns.

- Managing email campaigns, including template preparation and email development in Exponea and HTML.
- Experience with end-to-end analytics tools, including Google Analytics (GA) and Tableau.
- Increasing the number of orders and overall campaign revenue generated through the CRM channel.
- Developing a custom master email template to improve the competitiveness and effectiveness of CRM commun

Responsibilities:
- Managing direct channel activities (email, SMS, pop-ups, and push notifications) for clients.
- Developing and implementing email marketing strategies for clients.
- Segmenting and analyzing target audiences and reactivating customer databases.
- Creating and analyzing reports on key performance metrics (OR, CTOR, CR).
- Optimizing existing and developing new email template

- Campaign planning and scheduling.
- Development and setup of automated trigger-based campaigns and customer journeys.
- Customer communication via SMS and Viber.
- Subscriber database management: segmentation, reactivation, and database cleaning.
- CRM database management: segmentation and data exports.
- HTML email coding and template development.
- Creating briefs and technical specificat

Issued Apr 2022 · Expired Oct 2023