Anisia Cristina Rosca

Experience

• 

  COSMOTE Romania

  Jan 2006 - Jan 2008

  Loyalty Specialist

  ▪ Prioritize time to build and maintain existing customer base to achieve account penetration and drive market share growth ▪ Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores▪ Ensure customers’ needs are met in a timely manner ▪ Maintain/earn customer loyalty by providing best in class customer service to all customers▪ Actively listening to the clients in order to anticipate their needs ▪ Retain accounts by providing a world class customer experience during inbound and outbound calls Show less

• 

  Vodafone

  Sept 2011 - Nov 2022

  Develop and execute a customer demand stimulation campaign strategyfor consumer segment that supports the company’s overall objectives.Part of the Digital Renewal Squad (create & plan strategic campaigns on digital platform, collaborate with key stakeholders in understanding and prioritizing initiatives, actively participate in QBR meetings, do demo presentations).Design Customer Base Proposition Strategy & Proposition Marketing Plan –setting up new promotion from design to Go to market stage:- Develop the intelligence & analytics for deploying personalized offers;- Request, monitor and help the development of the customer baseinsights;- Request, monitor and help the development of the customer baseanalytics, models and profiles.Collaborate with Data Mining and Market Research departments in orderto obtain required customer insights to efficient build communicationstrategies, private pricing.Participate in go-to-market processes to ensure best way to communicatenew offers and promotion to consumer customers base.Organize, automate, and synchronize business processes.Actively participate in cross departmental projects. Show less Responsible for setting up of the Customer Base - Life CycleCreate efficient marketing communication plans aligned with portfoliooffers, promotional acquisition/retention/upsell/x-sell offers, marketingpromotion and eventsBuild development plan for customer base (customer lifecycle andintegration with other PM’s customer life stages) to ensure valuemanagement and customer satisfactionDesign and manage Customer base lifecycle in order to deliver customerbase ARPU, Renewals volumes, securitization rate, number of customers,customer satisfaction, data penetration, smartphone penetration, 4Gpenetration;Prepare materials to sustain the need of customer campaigns and toestimate results (analysis, business cases, recommendations,implementation and post-implementation reviews)Design Digital portfolio & Digital approach for customer base (efficientcampaigns in order to achieve digital KPIs) Show less

  • Base Strategy Manager

    Jul 2017 - Nov 2022

  • Customer Base Lifecycle Manager

    Aug 2016 - Jul 2017

  • Advisor - Partner Account Specialist

    Apr 2013 - Aug 2016

  • Telephone Account Manager

    Sept 2011 - Apr 2013
• 

  ING Romania

  Jul 2022 - now

  Product Owner & Product Lead

  • Manage and own the customer real time communication ecosystem for Retail Banking;• Support the design, implementation and integration of the real time communication tool with internal communication channels;• Manage and prioritize the product backlog, participate in Scrum events, act as a liaison between team and stakeholders;• Define together with the squad the roadmap of features to be developed (product roadmap);• Stay close to the other areas with the purpose to identify new ideas and needs in terms of day to day real time communication with our customers (identify needs, analyze them, create the requirements and translate them to new functionalities);• Define integration and test strategy: design, develop and test integrations amongst the various systems in use;• Contribute to assure integrity of the applications: IT risk, application vulnerabilities, GDPR requirements;• Maintain close collaboration with CI domain architect, IT Area Lead and enterprise architects to understand and contribute to the integration of new capabilities;• Responsible for defining governance, designing way of working processes, implementation and performance management of real time communication campaigns;• Align on the real time communication strategy with the Customer Communication strategy Product Owner. Show less