Irene Davis (Zhukouskaya)

As a Head of Customer Relations, my most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible. This is an important role because employees may not understand their contribution to customer satisfaction. Good communication skills are essential and the ability to motivate, inspire and generally lead a team of people to maximize customer retention and create new opportunities.

- Led clients and internal teams on numerous website launches and marketing activations focusing on branding and e-commerce; - Directed creative, design, and development teams on projects, comprehensively managing all facets of implementation and execution; - Lead design projects: develop creative briefs, define the strategic solution, manage internal and external design resources, and present the designs to the client; - Managed quality assurance and coordinated User Acceptance Testing (UAT) and assisted in testing efforts; - Training and coaching junior staff members on project execution and client relationship management.

I assisted both new and existing customers. Together we developed a roadmap, which started with defining their goals and outlining the necessary steps along their journey to achieve their desired outcomes. We then met regularly, both virtually and in-person, to document the progress we had made and refine our approach if necessary.

My main duties and responsibilities: · Identifies sales opportunities and consultatively sells solutions and/or services to assigned clients. · Partners with clients to define strategic objectives and hiring needs. . Develops client-specific strategies aimed at achieving revenue, gross profit and other financial targets. · Regularly conducts site visits and sales meetings with clients. · Develops effective relationships with key client contacts. · Stays abreast of leading industry trends and sales best practices. · Negotiates client contracts, renewals, extensions and amendments. · Builds and maintains subject matter expertise on industry trends, market activities and competitor strategies. · Recommends and assists with implementing service improvements. · Establishes and maintains a network of industry contacts through participation in professional/trade associations and other professional networking organizations. · Assists in the establishment of sales, pricing and marketing strategies. · Assesses the effectiveness of strategies and recommends changes and best practices. · Produces, analyzes and communicates sales forecasts and other related reports to key stakeholders. · Collaborates with the Delivery Manager to discuss trends, future opportunities, and help provide direction for recruiting strategies and focus. · Provides guidance and coaching to new or less-experienced team members as requested. · Regularly attends the morning and sunset meetings to review req priority and any new reqs/feedback. · Meets and/or exceeds assigned sales goals.