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Paulina Franczak Sherpa

Head of Customer Acquisition and Young Customer Relationship Management

Work experience

May 2014Present

Head of Customer Acquisition and Young Customer Relationship Management

Credit Agricole Bank Polska 

Operation and Relationship Marketing Department

Pl. Orląt Lwowskich 1, Wroclaw

  • Responsible for B2C customers acquisition and young customers relationship management (churn management, customers activity growth and cross-sell)
  • Leader of social media program dedicated for young Customers
  • Defining acquisition strategy of selected segments and customers Projects management
  • Providing recommendations and realization of marketing initiatives, offers and promotions
  • Management of sales and marketing processes and customer relationship
  • Cooperation with creative digital agency 
  • Team management
  • Budget management
Apr 2013Apr 2014

Senior Segment Manager

Credit Agricole Bank Polska, Plac Orlat
Senior Segment Manager Customer Relationship Department Responsible for B2C segment customers acquisition, especially young customers acquisition and transformation of bank customers into accounts Definition and realization of marketing and sales campaigns, responsible for customers communication(direct and indirect) Analysis, improvement and development of customer management processes Responsible for customers onboarding process(first months of customers lifecycle) P4 Sp. z o. o., Tasmowa 7, Warszawa
May 2011Mar 2013

Project Manager

Warszawa
Project Manager Relationship Management Department Project management and support of project management in CRM, CX, Marketing, Sales, Customer areas, mostly cross-organizational projects Examples of projects implemented: Implementation of Net Promoter Score in the company, CRM applications for customer service representatives, Motivational program for customer service representatives and salesrepresentative, CX Customer Segmentation, Leads management application for B2B Customers, MMS channel implementation
May 2010Apr 2011

Crm Specialist/deputy of Customer Development

Warszawa
CRM Specialist/Deputy of Customer Development Team
Aug 2008Apr 2010

Customer Relationship Specialist

Young Customer Relationship
Specialist Customer Relationship Management Department Implementation and realization up-sell, cross-sell end educational campaigns to customer base Management of communication materials, support in materials preparation, cooperation with advertising agencies, promotional campaigns preparation Analyzing and support in preparing and launching offers for customers
Sep 2007Jul 2008

Customer Service Representative

Young Customer Relationship
Customer Service Representative Customer Service Department Customer service(contact center) Consideration of complaints and appeals of complaints

Education

20122013

Kozminski University
20092011

Warsaw School of Economics
20062008

M.A

University of Social Sciences
20022005

B.A

Wroclaw University