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Резюме 30969634
7 октября

Customer Service Manager, Demand Manager, Export Manager

По договоренности
полный рабочий день
на территории работодателя
46 лет (27 июня 1970), женский, высшее образование
Москва
Работала
Общий рабочий стаж — 27 лет и 4 месяца

июнь 1995 — январь 2015
19 лет и 8 месяцев

Various positions within the company

(Полная занятость)

British American Tobacco.

British American Tobacco
TITLE Business Process & Systems Manager (Business Dev-t Dept)
FROM 07/2012 TO 01/2015
Development, implementation and evaluation of Marketing systems for all trade channels (Grocery, Convenience, Specialists and HoReCa) in order to maximize return on investment and ensure implementation on time and according to devoted budgets. Ensure robust support process both from technical (helpdesk) and users support side.
Systems in scope: Siebel based Field Force operations system, BAT Hot Line, Retail Key Account management tool, Manage Third Party- Wholesale Operations management system, Local Data Warehouse, etc.

TITLE Master Data Manager (Supply Chain function)
FROM 09/2011 TO 07/2012
Responsible for establishment and implementation of Master Data Management policy and strategy to manage the process of creation/modifying/deletion of master data including the related systems (SAP, APO, BI, e-flow) and dependent interfaces. Continuous monitoring of data completeness and integrity as well as data compliance to Global standards. Ensure that both global and local KPIs are met.
The products in the scope are: finished goods, semi-finished goods, wrapping materials, spare parts. 5 direct reports located in Russia, coordination of all activities related to Global standards in Ukraine and Uzbekistan.

TITLE Demand Operations Manager (Customer Service Dept)
FROM 08/2008 TO 09/2011
Responsible for organizing, leading and managing a group of Account Handlers (10 people located in different countries across the Eastern Europe Region) to ensure effective process of product supply to 11 CIS end markets, 3d party distributors and other markets within BAT OpCos by request. The main purpose is the tactical and operational customer engagement within the scope of the Supply Chain.
Ensure a robust monthly end markets demand processes, validation, verification, demand forecast accuracy and completion, creation of consolidated Cluster demand view and handover the consolidated demand into the Eastern Europe S&OP process.
Chairman of Eastern Europe Demand Review meeting. Member of Global Ops Demand focus group on behalf of Eastern Europe Supply Chain.
Responsible for the proper demand/order management process for both MTO and VMI supply models.
Drive performance measurement, measure and analyze KPI’s, proactively highlight
upcoming potential issues and drive solutions with Supply, Logistics, Quality department, etc. to avoid miss-performance.
Ensure operational on boarding of new customers.
Drive the commercial administration process to ensure stability in the whole supply process to the End Markets, monitor customer complaints and drive resolution.

TITLE Account Manager Export/Import (Customer Service Dept)
FROM 01/2006 TO 08/2008
Responsible for effective account management process for export of Finished Goods
(130 regular SKUs) ensuring continuity of product supply to the 11 end markets in line
with the agreed targets.
Development and management of consistent demand submission process from the end markets and communication to/with Planning Department to provide FG supply consistency to the end markets in line with agreed parameters and targets.
Maintenance of the best standards of the customer service and account management related to the supply process of FG to the end markets (SLA performance reporting, projects and end markets requests, follow up escalated service issue).
Maintenance of supply contracts with the customers and suppliers.
Management of demand requirements in implementation of end markets brand strategies and new products introduction in coordination with NPI Projects executive to ensure the Demand Chain can fully support them.
Interaction with a wide variety of departments and Demand Chain sub functions (Plan, Move, Buy, Product Centre, Nexus, Finance) acting as a single point of contact to coordinate and control end markets demand plan timely implementation.

TITLE Marketing Systems Executive (Business Dev-t Dept)
FROM 02/2004 TO 01/2006
Responsible for definition, development and implementation of business improvement
projects for Marketing department, ensuring that individual projects are consistent,
integrated with each other and aligned with BAT Russia strategic direction and
business objectives.
Make sure that automation provided by business systems is aligned with organization’s geography, structure and plans/schedules, as well as roles and responsibilities of individual users.
Responsible for project management including contract and budget management. Prepare project documentation in accordance with PRINCE2 methodology.
Ensure that business systems use common classifications, definitions and common data sources to allow integration of corporate systems and processes.

TITLE Trade Marketing Systems Executive (Business Dev-t Dept)
FROM 03/2002 TO 02/2004
Responsible for development and implementation of trade marketing information systems. The core system is a trade marketing execution application that automates organization’s field force operations in 80 cities across Russia with the user base of about 150 desktop and 300 handheld device users. Main responsibilities include analyzing and managing requirements, co-operating with software development companies, and developing rollout strategy. Other tasks include project plan and project documentation development, estimation of required resources, and budget monitoring.
Training program designed for system users delivered major information about the project and allowed to get and keep the commitment to the system and high motivation level.

TITLE Retail Census Custodian (Trade Marketing Dev-t Dept)
FROM 01/1998 TO 03/2002
Development of a retail classification system for head office and regional offices. Development of field force manpower planning approach. Reporting system development for Trade Marketing activities. Responsible for trade coverage planning and working out approach to territory split and routes creation for TMRs. Developed system user guide, conducted training programs for system users, instructions for data collection and data entry. Customization of company information systems to Russian market.

TITLE Data Entry Assistant, Senior Data Entry Assistant
FROM 06/1995 TO 01/1998
Responsible for entering and processing field activities information, data on retail price monitoring, retail outlets info and retail universe changes reporting. Developed territory split system for TMRs and DRs with electronic city maps. Organization of Retail Census (trade research activities). Reporting system development.

октябрь 1987 — июнь 1995
7 лет и 9 месяцев

Senior Engineer-Programmer in IT Department, Engineer-Programmer, Economist, Data Entry Clerk

(Полная занятость)

VO "Techmashexport".

TITLE Senior Engineer-Programmer in IT Department,
Engineer-Programmer, Economist, Data Entry Clerk
FROM 10/1987 TO 10/1995

Ключевые навыки
Demand management process set up, order management, contracts management, SLA development, KPIs development/measurement, end to end Customer Service process managent.
Big experience in systems implementation (APO, BI, Marketing systems).
Училась

по 1995

Московский государственный университет экономики, статистики и информатики , г. Москва. Уровень образования: Высшее. Специальность: Экономика и статистика. Форма обучения: Дневная/Очная.
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№ 30969634 обновлено 7 октября, 12:50
Customer Service Manager, Demand Manager, Export Manager
По договоренности, работа на территории работодателя, полный рабочий день
Женщина, 46 лет (27 июня 1970)
Москва
Опыт работы 27 лет и 4 месяца
Various positions within the company
19 лет 8 месяцев
июнь 1995  — январь 2015
British American Tobacco, полная занятость
British American Tobacco
TITLE Business Process & Systems Manager (Business Dev-t Dept)
FROM 07/2012 TO 01/2015
Development, implementation and evaluation of Marketing systems for all trade channels (Grocery, Convenience, Specialists and HoReCa) in order to maximize return on investment and ensure implementation on time and according to devoted budgets. Ensure robust support process both from technical (helpdesk) and users support side.
Systems in scope: Siebel based Field Force operations system, BAT Hot Line, Retail Key Account management tool, Manage Third Party- Wholesale Operations management system, Local Data Warehouse, etc.

TITLE Master Data Manager (Supply Chain function)
FROM 09/2011 TO 07/2012
Responsible for establishment and implementation of Master Data Management policy and strategy to manage the process of creation/modifying/deletion of master data including the related systems (SAP, APO, BI, e-flow) and dependent interfaces. Continuous monitoring of data completeness and integrity as well as data compliance to Global standards. Ensure that both global and local KPIs are met.
The products in the scope are: finished goods, semi-finished goods, wrapping materials, spare parts. 5 direct reports located in Russia, coordination of all activities related to Global standards in Ukraine and Uzbekistan.

TITLE Demand Operations Manager (Customer Service Dept)
FROM 08/2008 TO 09/2011
Responsible for organizing, leading and managing a group of Account Handlers (10 people located in different countries across the Eastern Europe Region) to ensure effective process of product supply to 11 CIS end markets, 3d party distributors and other markets within BAT OpCos by request. The main purpose is the tactical and operational customer engagement within the scope of the Supply Chain.
Ensure a robust monthly end markets demand processes, validation, verification, demand forecast accuracy and completion, creation of consolidated Cluster demand view and handover the consolidated demand into the Eastern Europe S&OP process.
Chairman of Eastern Europe Demand Review meeting. Member of Global Ops Demand focus group on behalf of Eastern Europe Supply Chain.
Responsible for the proper demand/order management process for both MTO and VMI supply models.
Drive performance measurement, measure and analyze KPI’s, proactively highlight
upcoming potential issues and drive solutions with Supply, Logistics, Quality department, etc. to avoid miss-performance.
Ensure operational on boarding of new customers.
Drive the commercial administration process to ensure stability in the whole supply process to the End Markets, monitor customer complaints and drive resolution.

TITLE Account Manager Export/Import (Customer Service Dept)
FROM 01/2006 TO 08/2008
Responsible for effective account management process for export of Finished Goods
(130 regular SKUs) ensuring continuity of product supply to the 11 end markets in line
with the agreed targets.
Development and management of consistent demand submission process from the end markets and communication to/with Planning Department to provide FG supply consistency to the end markets in line with agreed parameters and targets.
Maintenance of the best standards of the customer service and account management related to the supply process of FG to the end markets (SLA performance reporting, projects and end markets requests, follow up escalated service issue).
Maintenance of supply contracts with the customers and suppliers.
Management of demand requirements in implementation of end markets brand strategies and new products introduction in coordination with NPI Projects executive to ensure the Demand Chain can fully support them.
Interaction with a wide variety of departments and Demand Chain sub functions (Plan, Move, Buy, Product Centre, Nexus, Finance) acting as a single point of contact to coordinate and control end markets demand plan timely implementation.

TITLE Marketing Systems Executive (Business Dev-t Dept)
FROM 02/2004 TO 01/2006
Responsible for definition, development and implementation of business improvement
projects for Marketing department, ensuring that individual projects are consistent,
integrated with each other and aligned with BAT Russia strategic direction and
business objectives.
Make sure that automation provided by business systems is aligned with organization’s geography, structure and plans/schedules, as well as roles and responsibilities of individual users.
Responsible for project management including contract and budget management. Prepare project documentation in accordance with PRINCE2 methodology.
Ensure that business systems use common classifications, definitions and common data sources to allow integration of corporate systems and processes.

TITLE Trade Marketing Systems Executive (Business Dev-t Dept)
FROM 03/2002 TO 02/2004
Responsible for development and implementation of trade marketing information systems. The core system is a trade marketing execution application that automates organization’s field force operations in 80 cities across Russia with the user base of about 150 desktop and 300 handheld device users. Main responsibilities include analyzing and managing requirements, co-operating with software development companies, and developing rollout strategy. Other tasks include project plan and project documentation development, estimation of required resources, and budget monitoring.
Training program designed for system users delivered major information about the project and allowed to get and keep the commitment to the system and high motivation level.

TITLE Retail Census Custodian (Trade Marketing Dev-t Dept)
FROM 01/1998 TO 03/2002
Development of a retail classification system for head office and regional offices. Development of field force manpower planning approach. Reporting system development for Trade Marketing activities. Responsible for trade coverage planning and working out approach to territory split and routes creation for TMRs. Developed system user guide, conducted training programs for system users, instructions for data collection and data entry. Customization of company information systems to Russian market.

TITLE Data Entry Assistant, Senior Data Entry Assistant
FROM 06/1995 TO 01/1998
Responsible for entering and processing field activities information, data on retail price monitoring, retail outlets info and retail universe changes reporting. Developed territory split system for TMRs and DRs with electronic city maps. Organization of Retail Census (trade research activities). Reporting system development.
Senior Engineer-Programmer in IT Department, Engineer-Programmer, Economist, Data Entry Clerk
7 лет 9 месяцев
октябрь 1987  — июнь 1995
VO "Techmashexport", полная занятость
TITLE Senior Engineer-Programmer in IT Department,
Engineer-Programmer, Economist, Data Entry Clerk
FROM 10/1987 TO 10/1995
Высшее образование
1995
Московский государственный университет экономики, статистики и информатики
Дневная/Очная форма обучения
Экономика и статистика
Навыки и умения
Профессиональные навыки
Demand management process set up, order management, contracts management, SLA development, KPIs development/measurement, end to end Customer Service process managent.
Big experience in systems implementation (APO, BI, Marketing systems).