Elena Naumchik

co-founder, Association of Customer Loyalty and Customer Centricity (CLACC)

Customer Experience Management

About Elena…

Experience in marketing and advertising since 1999. Since 2004, Elena has worked in the field of loyalty programs and customer service.

She headed the launch of projects such as Premium Club at the Bank of Moscow and bonus program for customers of the top luxury department store in Moscow - TSUM (Central Universal Department Store). She re-launched and supervised the Perekrestok Club loyalty programme during three years (for #1 Russian FMCG retailer). In 2010, she took part in a client-oriented retail business project for Sberbank of Russia, the leader of the Russian banking system, to implement client-oriented changes and introduction of service quality standards in 720 bank branches in Moscow. In 2011-2013 she developed and implemented a system for service quality monitoring and control for the Russian Post.

Since 2013, she works as a consultant on loyalty programmes and customer experience management. More than 30 consulting projects for FMCG retail, non-food retail, CRM agencies, government structures, automotive, tobacco etc.

Spheres of interests: loyalty program design, 360 degree customer service, beacon and wifi marketing (online 2 offline), neuro-marketing (facial expressions recognition).

Elena‘s Blog…

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