Ivett Hegyi

Experience

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  Raiffeisen Bank Zrt.

  Jan 2009 - Sept 2013

  • CRM Campaign Manager

    Oct 2010 - Sept 2013

  • CRM Intern

    Jan 2009 - Oct 2010
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  GE Capital

  Sept 2013 - Jun 2016

  After I got promoted my main role was to coordinate the CRM Campaign Management team with full responsibility of cost-benefit of all CRM activities. I am proud that during my time there we designed a new strategy for the area which changed the team's position from "execution" to "professional support".Responsibilities:- Aligned with the company goals setup the CRM strategy and the team's KPIs for all the consumer financial products which are mainly focusing on activation, x-sell, up-sell and retention- Initiation of the annual CRM Business Plan (Personal Loan, Debit and credit card, Overdraft, Bank account, Additional services, Online Channels, Insurances for consumers and small business) and presentation to the top management for approval- Regular result sharing on CEO and Consumer Head level- Regular capacity and activity planning for all outbound telesales calls (80.000 records/month)- Approval for all CRM campaign proposal and direct marketing creatives before launch, ranking them according to the channel capacities and based on cost-benefit evaluation- Active cooperation with Product Management, Risk Management, Marketing, Sales, Reporting Team, Marketing agencies and TeleSales partners Projects under my coordination what I am proud of:- Coordinating TeleSales Agency Tender in 2015. Our costs are decreased by 10% due to thisprocurement process.- Designing and adopting CRM Customer Contact Policy which controls the frequency of directmarketing contacts per customer based on comprehensive response history logic. The result of this approach: increased efficiency and decreased customer frustration.- Developing and implementing Next Best Offer sales strategy to increase sales efficiency andoptimize telesales capacity. Show less As a Campaign Manager in Budapest Bank Zrt. (member of GE Capital that time) I was responsible for the CRM activities of personal loan, overdraft, bank account and all related services and products (ca. Debit card, Mobil Bank etc). I learnt how to work under big time and result pressure, managing simultaneously 8-10 "mini" projects end-to-end in a frequently changing American style environment.Main tasks:- Drafting the operative campaign proposal (with result assumption, target group definition, listing responsibilities and timing etc) for approval- Coordinating the campaign team during the preparation phase in order to reach the deadlines and ensure the quality- Communication management for all the channels: e-mail, Direct Mail, sms, TeleSales- Drafting TeleSales scripts, briefing Marketing agencies for design and content preparation- In case of new product/pilot launch: TeleSales Operator training in cooperation with Product Management- Continuous monitoring of the reports and reviewing customers' initial reaction in order to be able to improve immediately if needed - Coordinating regular status meetings with Product Department, Risk, Analytical CRM to share the running campaign's results, initiate new activities, and agree on the next week's operative plan Show less

  • CRM Team Leader

    May 2015 - Jun 2016

  • CRM Campaign Manager

    Sept 2013 - May 2015
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  Home Credit China

  Jul 2016 - Jun 2018

  CRM Life Cycle Manager

  As a CRM Life Cycle Manager in the biggest and fastest growing country my key role was to devise strategic framework for customer centric communications across multiple channels for activation, cross-sell, loyalty and retention in a pool with millions of customers to increase LTV.Key responsibilities include:- Overall responsibility of direct communication with existing customers based on life cycle phase, channel usage, product history and additional behavioural patterns - Development of comprehensive on-boarding, cross-sell, up-sell, retention strategies with focus on customer value and life cycle phase- Initiation of strategy for long term engagement | including customer, product and channel level on-boarding journey; event-triggered, non-sales related contact map- Pilot management | KPI setup, target group definition, communication strategy - channel mix, communication chain, value propositions, A/B testing -, related process design, approval process management, regular monitoring, working on continuous improvement, evaluating short and long term impact - Development of new processes and monitoring performance of the existing ones to increase success rate, decrease costs and ensure great customer experience- Cross-sell offer optimization - Active cooperation on risk and value based pricing strategy with constant testing of impact on response and life time value- Active monitoring of competitors | pricing, marketing strategy, processes- Responsibility for cross management in area of remote channels | TeleSales, OnLine: APP, social media (weChat) Show less

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  South Asia

  Jul 2018 - Dec 2018

  Sabbatical Leave

  During my career break to re-invent my journey I had opportunities to:- give back as a volunteer English teacher of Balinese children- start to work on a purpose driven project aligned with my values. My vision with establishing the Divine Souls' Mission is to change the way how Hungarian business women travel, provide them with a new perspective, community of like-minded women, inspiration and opportunity to have a break. I also learnt how to build something from scratch with 2 of my incredible partners from 9.500 km distance. - deepen my online marketing knowledge focusing on growth hacking, performance marketing, social media management and webdesign- be part of one of the oldest professional women association communities in Singapore as a volunteer of their marketing team Show less

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  Divine Souls' Mission

  Oct 2018 - now

  Co-Founder

  Changing The Way How Hungarian Business Women Travel through the Power of Community- Retreat and Vision Designer- Brand and Social Media Management - Customer Relationship Management - Website Designer: www.divinesouls.hu- E-mail marketing (using Mailchimp)

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  PrimeTime Business and Professional Women's Association

  Jan 2019 - Apr 2020

  Brand and Social Media Management
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  ISTYLE Europe

  Sept 2020 - now

  Regional CRM Manager CEE

  iSTYLE is the largest Premium Reseller partner of Apple in Eastern Europe and Middle East, part of the Midis Group.As the Regional Customer Relationship Manager, I am responsible for the consumer database of iSTYLE business including: - active participation of designing the consumer data flow- designing and executing of regular database recruitment and management activities- building up and executing the client centric marketing automation strategy across the group in order to deliver consistent revenue and gross margin growth in the consumer line of business- pioneer and own holistic vision and strategy for how we onboard, engage, x-sell, up-sell and re-activate- delivering results at both strategic and operational level with respect to campaign management, creatives, data mining, A/B testing, optimising and scaling using SalesForce Marketing Cloud tool Show less