Dejan Jankovic

• Liaising with UK agencies to drive online & on-site marketing campaigns aimed at increasing awareness and signups
• Driving the CRM engagement with Hyperoptic clients, leads and residents of live buildings
• Reviewing marketing communications, analysing results and leading acquisition & lead generation teams to optimise campaigns, targeting optimal points of contact, messaging and segmentation.
• Identifying opportunities to improve the conversion rate on our website, maximising the volume of sales from this key channel
• Working with telesales agents to ensure that they have the correct training, messaging and “closing tools” to maximise their sales
• Identifying new opportunities for customer acquisition, upgrades or retention to drive revenues based on analytical insight
• Working with Customer Experience Manager to maximise communications to customers & residents to drive acquisition and retention.
• In charge for lead generation and acquisition across the lifecycle of Hyperoptic serviceable buildings
• Projects:
o Wrote business requirements/specifications for the purchase of CRM tool
o Owned and managed the campaign automation project - task: automation of standardised trigger based email campaigns through the integration of Hyperoptic core system with Campaign Monitor (email marketing tool). Result, over 50 different campaigns automated, saving up to 25% of Marketing Executives time.
o Designed and implemented data collection model - gathering additional data about leads’ preferences and status. Response rate - 17%. Data used for better segmentation and targeting.
• Liaising with UK agencies to drive online & on-site marketing campaigns aimed at increasing awareness and signups

• Mapping customer experience processes and procedures.
• Analyzing customer interaction data across all touch points
• Identifying the needs and expectations of a single customer. Fostering customer satisfaction and loyalty through high quality personalized interactions at each phase of customer lifecycle.
• Setting up a communication model based on channels and segments. Analyzing correlation between brand and customer experience.

• Developed the strategy and ensured flawless execution of customer segmentation and effective contact strategy against customer base (business and consumer). Drove strategy to migrate customers through the customer lifecycle.
• Implemented a multichannel campaign management approach to drive higher engagement and retention.
• Defined and implemented CRM communication strategy for business and private customers across their lifecycle. Designed effective multichannel contact strategy based on direct marketing tools such as direct mail, sms, calls, e-newsletter and wap push.
• Used analytical insights from data mining for business decisions.
• Based on specific customer behaviour analysis (behaviour modelling), applying micro targeted campaigns with highly personalised offer.
• In charge for customer lifecycle revenue generation strategy,

• Managed the implementation of the Home Improvement Loan Product for two Serbian banks (Komercijalna banka and Kulska banka)
• Designed, implemented and supervised the efficient and sustainable home improvement lending operations in the banks ( responsible for development, test and launch of new product and monitoring)
• Reviewed and adjusted existing retail credit methodology used by the banks (adjustment of credit procedures, credit worthiness analysis, loan documentation, loan cycle and setting up the minimum quality standards in mortgage lending)
• Advised and supported the banks in the customer relationship management and marketing efforts. Consulted the banks in changing the structure of their retail credit department and improving the functioning, efficiency and client service of the retail credit department.
• Participated at the Credit Committee meetings. Organized, supported and monitored the work of retail loan officers in the banks’ network.
• Monitored the implementation of new housing product. Trained the banks’ staff in the areas of product implementation, mortgage lending and customer relationship management.

• Managed and facilitated implementation of grant program aimed at Serbian exporters in the Serbian Investment and Export Promotion Agency (SIEPA), financed by European Agency for Reconstruction.

* Being in charge for a complete administration (Call for Proposals, evaluating of applications, approval, monitoring of disbursed funds) of program SEMDAS (Serbian Export Market Development Assistance Scheme).