Kostya

CONTACTS
Kostya Churakov
Spain
Head VIP/ Retention specialist
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WORK EXPERIENCE
PROFESSIONAL Jan 2025 — Present

SUMMARY Head of VIP, NDA Remote
• Built the VIP department from scratch, including team structure, roles, and
Hello, my name is Konstantin. I am a
operational processes
CRM and customer retention manager
with expertise in email marketing, • Designed and implemented KPI systems for VIP managers focused on retention,
push notifications, and direct reactivation, and revenue growth
communication channels. Currently, I • Contributed to the development of the Quality Assurance system, including
work as a Head of VIP Department, performance metrics and communication standards
where I built the department from • Established a dedicated reactivation team, implementing workflows for bringing back
scratch, implemented KPI systems, inactive clients via calls and email campaigns
developed customer segmentation, • Developed and implemented customer and manager segmentation to improve
and launched reactivation processes. I efficiency and personalization
also manage promotional strategies,
• Planned and executed monthly promotional strategies for VIP clients, including
including Telegram campaigns and
Telegram channel activities and direct outreach
VIP engagement activities. Focused
on retention growth, LTV increase, • Created and managed promotional plans for VIP managers (campaigns, bonuses,
engagement mechanics)
and improving customer experience
through data-driven and personalized • Ensured achievement of business targets set by the CEO, including KPIs related to
communication. LTV, retention, and client activity
• Optimized VIP client interaction processes, improving service quality and customer
satisfaction
• Used data analysis (deposits, withdrawals, bonuses) to drive strategic decisions and
SKILLS performance improvements

• Leadership: Jan 2022 — Oct 2024
• Customer Service: Senior VIP manager, NDA Kyiv, Ukraine
• Quality Assurance: • • Managed the VIP segment of the company, maintaining a database of 400
individuals.
• • Optimized product metrics, including retention, and conversion rates, to improve
customer engagement efficiency.
• • Led a team of 3 specialists, creating and implementing email marketing and push
notification strategies for the VIP segment.
• • Conducted in-depth customer journey mapping and performed A/B tests to enhance
email campaign effectiveness.
• • Analyzed competitors of clients, formulated hypotheses, and conducted tests to
optimize retention funnels.
• • Launched A/B tests to improve performance and efficiency.
• • Utilized data-driven reporting and analysis to refine messaging, creative assets, and
marketing efforts, achieving results and initiating new initiatives.

May 2021 — Jan 2022
Sales Manager, DINKU TRADING Kyiv, Ukraine
• • Cold and warm sales
• • Lead generation
• • Infobusiness, online course sales
• • 24/7 customer communication and retention

• • Customer profiling and analysis
• • Sales optimization
• • Collaborated with the product team to enhance product performance

Sep 2019 — May 2021

Retention Specialist, Lime Kyiv, Ukraine
• • Developed and executed advertising campaigns
• • Implemented communication and media strategies across various channels
• • Created automated customer engagement journeys for different segments
• • Led customer retention initiatives
• • Managed campaigns and conducted A/B testing
• • Conducted email marketing campaigns for customer acquisition
• • Optimized customer retention and reactivation metrics
• • Performed data analysis and compiled detailed reports

LINKS
LinkedIn Email