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Moscow, Russian Federation Russian Federation

Head of Client Management

Finance / Banking / Insurance

• Implemented direct multi channel customer communications process, including the launch of inbound 'service to sell' in the contact center and 'invitations to apply' in self service terminals • Co-ordinated a project in Client Lifetime Management with an international consultancy • Achieved 100% increase in response rates for legacy campaigns • Reduced cost per customer acquisition leading to 50% savings • Implemented lean process operational management in the contact centre workflow • Achieved 30%+ increase in the share sales via outbound marketing in total loan sales • Co-ordinated loyalty programme project and formulated loyalty programme mechanics • Led the developme...