Olga Panteleeva

Career History

1. 2023 — 2026

   Head of Customer Care and Analytics

   Sangens (B2B / B2C)i

   Built and led a function almost from the ground up, combining customer service, analytics, and process development. Researched customer and employee needs and analysed enquiries, the customer journey, and product quality. Used data to design processes, service standards, KPI, SLA, management reporting, and recommendations for R&D, marketing, sales, and senior management. Led the implementation of CRM, telephony, Wazzup, IVR, and other digital solutions, automated key operations, and coordinated collaboration across development, manufacturing, service, and business teams.

2. 2020 — 2023

   Business Analyst / Marketing Analyst

   Marvel Distribution Group (B2B / B2C)i

   Worked within the group’s internal marketing agency, supporting distributed brands and internal business teams. Researched the needs of users, clients, and internal stakeholders and translated them into requirements for marketing initiatives and digital products. Led projects from discovery and problem definition through launch, including CRM implementation, website development, social-media launches, customer-account development, and user-service improvements. Analysed customer journeys, user behaviour, interface usability, campaign performance, and product changes. Conducted qualitative and quantitative research and A/B tests, and produced analysis, instructions, recommendations, and reports.

3. 2016 — 2017

   Marketing Analyst / Customer Experience Researcher

   Semeynaya Clinic Network (B2C)i

   Researched the needs of patients and physicians, the customer experience, the healthcare market, and the competitive landscape. Identified customer-journey barriers and factors influencing the choice of clinic and services. Developed recommendations for improving services, communications, and marketing offers. Created customer-facing materials, supported campaign launches, and analysed campaign effectiveness.

4. 2016 — 2017

   Marketing Manager

   Masterskaya Zdorovya Clinic Network (B2C)i

   Studied patient needs and behaviour, analysed the effectiveness of marketing channels, and assessed the quality of customer communications. Used data and feedback to help develop the clinic’s marketing system, shape proposals, coordinate content and advertising materials, organise social-media campaigns, and oversee delivery.

5. 2012 — 2016

   Marketing Manager

   MJ Marketing Agency (B2B / B2C)i

   Managed full-cycle marketing projects, from understanding the client’s business, market, and target audience to developing and executing promotional strategies. Helped clients define objectives, translated business and customer needs into marketing solutions, and coordinated internal teams and contractors. Controlled timelines, budgets, quality, and project outcomes, and prepared analytical materials, presentations, and recommendations for further development.

6. 2009 — 2011

   Marketing Manager

   Go2See (B2C)i

   Studied user behaviour and audience needs for digital projects and analysed the effectiveness of promotion and user communications. Used insights to support online-product development and prepare marketing offers and advertising materials. Coordinated contractors and supported the delivery of marketing initiatives.

7. 2006 — 2008

   Lead Methodologist

   Training and Methodology Centre for Culture and Arts
   Committee for Culture (B2B / B2C / B2G)i

   Contributed to the digitalisation of cultural-heritage projects, coordinated stakeholders, organised events, managed documentation, and prepared reports for public institutions.