Zinaida Khokhlova

Chief Customer Experience Officer and Board Member

Professional Overview
Zinaida Khokhlova is a seasoned marketing and customer experience executive with over 20 years of experience in the retail and telecommunications industries. As the Chief Customer Experience Officer and Board Member at Sportmaster, she spearheads the company's efforts to deliver exceptional customer service and drive long-term growth through innovative customer-centric strategies.

Experience Summary

Current Role
Zinaida currently serves as the Chief Customer Experience Officer and Board Member at Sportmaster, a leading sports retail company in Russia. In this role, she is responsible for overseeing the development and implementation of the company's customer experience strategy, ensuring seamless omnichannel interactions, and enhancing customer loyalty. Under her leadership, Sportmaster has seen a significant improvement in customer satisfaction metrics and a surge in repeat business.

Career Progression
Prior to her current role, Zinaida held several senior marketing and leadership positions, including Vice President and Marketing Department Director at VTB24, a prominent Russian bank, and Chief Marketing Officer at Sportmaster. She also gained valuable experience in the telecommunications industry, serving as the Consumer Marketing Director at Vimpelcom. Earlier in her career, Zinaida worked as a Marketing Manager for the Camel brand at Reynolds American, Inc., where she honed her expertise in brand management and marketing strategy.

Academic Background
Zinaida holds a Master's degree in Marketing from the Moscow State University of Economics, Statistics, and Informatics, where she graduated with distinction.

Areas of Expertise

• Customer experience and loyalty strategy

• Omnichannel marketing and retail operations

• Brand management and positioning

• Digital marketing and e-commerce

• Analytics and data-driven decision-making

• Cross-functional team leadership and collaboration

Professional Impact
During her tenure at Sportmaster, Zinaida has been instrumental in driving the company's digital transformation, implementing advanced analytics and personalization tools to enhance the customer experience. She has also led the development of innovative customer loyalty programs, resulting in a significant increase in customer retention and lifetime value. Zinaida's expertise in translating customer insights into actionable strategies has earned her recognition as a thought leader in the industry.

Conclusion
Zinaida Khokhlova is a seasoned marketing and customer experience executive with a proven track record of driving business growth and customer satisfaction. Her deep industry knowledge, strategic vision, and strong leadership capabilities make her a valuable asset to Sportmaster as the company continues to solidify its position as a customer-centric leader in the Russian retail market.