Paula Alonso Buchhas

• Leading the Customer Experience (CX) Strategy integration and execution in defined Projects / Processes throughout the organisation • Setting-up and moderating Workshops to develop Customer Journeys, CX Ideas and identify Customer Pain Points • Overseeing Customer Research studies • Developing CSAT and NPS metrics for Europe • Preparing and presenting decision documents for Executive Management

• Managed Strategic Projects in Europe connected with high investments in the areas of: Amway Branding, Payment Methods, Sales Account Management and development of Young Leaders • Led cross functional teams and worked closely with different members of the Exec. Management team as project owners

• Led the CRM Europe department (5 team members) • Developed and implemented the European CRM Strategy based on data and segmentation models, aiming to increase productivity and retention of Amway business partners. • Consultant in different internal strategic projects (European communications strategy, Process based organization, etc.)

CRM Manager Europe • Responsible for CRM product launch support campaigns (2 people team) • Built up efficiency processes between communication departments Communications task force leader for bodykey by NUTRILITE™ • Involved in programme development and mapped consumer journeys • Developed communications strategy including B2B and B2C • Managed bodykey communications budget • Led 5 people team

Dec 2009 – Jul 2011 CRM Specialist Europe • Managed CRM strategies to support key launches: o beautycyle™, new cosmetics brand o Relaunch of AMWAY HOME™, with highly interactive and personalised campaign

Nov 2007 – Nov 2009 CRM Coordinator Europe • Planned and rolled-out CRM campaigns for various product launches • Analysed consumer data, segmented and evaluated target groups and markets • Monitored performance of individual campaign

Project Manager with managerial responsibilities (2 people team) • Managed marketing campaigns for Hewlett-Packard EMEA, including direct and email-marketing, roadshows and magazines • Optimised working processes

Apr 2005 – Sep 2006 Account Executive • Responsible for integrated campaigns and project management for Hewlett-Packard, Quark and Möbel-Zentral-Einkauf (Furniture retailer) Oct 2004 – Mar 2005 Trainee • Coordinated localisation of marketing campaigns for Hewlett-Packard