Iulia Ilas, London, United Kingdom

- Online Trading and investments provider https://www.ig.com/uk
• Worked with the head of client engagement to build a multi-channel, targeted and personalized digital client relationship management system to drive lead nurturing, conversion, same and multi-product usage. Improved reactivation and reduced attrition.
• Managed the CRM and CRM Technical teams (7 people across 3 offices: London, Krakow and Bangalore) and the day-to-day output, ensuring accuracy and deadlines.
• Worked on the migration of Salesforce Marketing Cloud Platform Instance 1 to Instance 2 (part of the project management and delivery team).
• Managed high volume, multi-language broadcast email.
• Constantly analyzed the CRM emails and in App notifications sent out to customers and submitted the data errors found to the Technical team.
• Wrote, scoped and estimated EPICS and User Stories for various CRM projects using Jira/ Confluence and oversaw the delivery within agreed timelines.
• Supported the CRM Marketing team with journey Strategy development, the creation and the execution of automated marketing campaigns, managed build and tests.
• Managed external suppliers relationships (Salesforce Marketing Cloud, Swerve app notification) and ensured effective communication and collaboration with all stakeholders across the business.
• Wrote and implemented processes and briefs for managing projects and for a seamless collaboration between IG stakeholders and the CRM teams.

- Digital and technology agency https://www.mrm-mccann.co.uk/work
• Integrated master HTML template and converted it into drag and drop modules for use within Salesforce using best practice salesforce integration principles.
• Worked with client teams to get signoff on campaigns.
• Managed high volume, multi-language broadcast emails.
• Built and sent emails using Responsys CRM platform (Oracle CRM).
• Management and enhancement of dynamic content programmes, triggers and next best action comms.

London - Digital and technology agency, part of Havas group https://www.ekino.co.uk/
• Captured client business requirements and translated them into well-architected technical solutions by researching, testing and recommending the most appropriate options.
• Wrote end-to-end CRM strategy and implementation for customer journeys and 'always on' digital marketing campaigns.
• Hired, trained and mentored the junior CRM consultant on Salesforce Marketing Cloud knowledge, consultancy 'soft skills', technical architecture.
• Trained the junior CRM consultant and Maersk technical team on Salesforce Marketing Cloud: segmenting the data, building the Automated Journey, building the campaigns reports.
• Managed and implemented the Automated Journey in Salesforce Marketing Cloud from start to finish: Segmented the data, Data Automation set up in Automation Studio, Journey Creation with more complex A/B testing in Journey Builder, reporting using Email studio and Analytics Builder.
• Input into client proposal and creation of journey pathways in Salesforce Marketing Cloud.
• Worked to measurement brief, compiled reporting, drew conclusions and made strategic recommendations to client and colleagues.
• Provided solutions into solving client problems across different disciplines such as Data, CRM, Creative, IT and Marketing.

London - Live TV streaming service of UK TV channels online for FREE https://tvplayer.com/
• Project managed and delivered the integration of Salesforce Marketing Cloud CRM platform by working closely with the Development team and Business Stakeholders.
• Integrated customer data with Marketing Cloud by creating automated processes via a secure SFTP server.
• Built and executed the strategy and optimization of CRM campaigns from the initial strategy development, campaigns build in Marketing Cloud, performance analysis and strategy lead for the ongoing Test Learn Optimization.
• Implemented and managed overall project scope and requirements, marketing campaigns, campaign management process, automation, Journeys and data model using various Marketing Cloud Studios and Builders.
• Compiled regular reports for stakeholders and the Board of Investors.
• Segmented first party customer base by building profiles based on Google Analytics data and developed targeted communication.
• Ensured customer data and specific fields (Data Extensions) were loaded to Salesforce to create customer segmentation based on registration data.
• Implemented automated journeys across different emails journeys based on customer behavior in Audience Builder, excluding customers from specific Journeys based on behavior and transactions.

London - Online discounts from exclusive designer fashion brands https://secretsales.com/
• Worked with the Business Intelligence (BI) team to segment the customer database which I used to create targeted messages and deliver against email marketing KPIs.
• Personally, led the delivery of the strategic customer retention program incorporating email, SMS, web and social platforms.
• Managed and delivered A/B testing marketing project, analysed results and rolled out the most successful email marketing initiatives.
• Worked with Selligent CRM software to deliver retention and reactivation emails and SMS campaigns.
• Reactivated 10% of the lapsed customer base who had not opened an email in more than 1 year.