Nicolas Weinachter

As EMEA Customer Care Manager at SunPower, a leading solar panel manufacturer, I oversee customer service operations and drive customer satisfaction across the region. Key responsibilities: - Monitoring and improving customer satisfaction metrics (CSAT, NPS) - Leading offshore teams to ensure excellent service delivery - Driving continuous improvement in customer care processes - Handling critical escalations and maintaining strong relationships with B2B customers - Working cross-functionally with product, logistics, and technical teams to enhance the customer experience

Head of customer marketing, pre-litigation and customer service department - Customer satisfaction and continuous improvement - Strengthening customer experience by analyzing customer journey - Define customer care strategy, lead and claim management - Multichannel campaign, digital marketing, loyalty program - CRM - Improve customer value and customer lifetime - Track and analyse KPI's - Animate a network of 150 agencies

Implementing Customer knowledge - Defining KPIs - Comportemental analysis, customer segmentation - Calculating and deploying customer risk Defining & manage the loyalty action plan - Implementing new customer retention strategy - Defining new customer relationship - Managing transversal team (customer care, sales, IT) - Following up action plan & reporting Chief Data Officer / marketing data & CRM - Evangelising teams, good practices - Customization of sales process & integration with CRM - Managing data quality committees, reporting

Within the Operational Marketing team, my role is organized around three main tasks: Deploy Marketing Automation (Eloqua) and support the transformation of direct marketing --> define the strategy of automated campaigns --> set up the tool and form teams --> activate new levers for lead generation: nurturing, scoring behavioral, retargeting --> set up a process of lead transfer to the channel partners Optimize prospecting - Direct Marketing --> analyze the market and prospects interrest --> target and achieve the DM campaigns --> analyze campaigns performance Update and maintain the B2B database : --> buy B2B marketing data (companies identity cards , operational contacts, events ...) --> update the CRM --> maintain the database, define / follow QOD indicators and organize the cleansing actions

During the deployment of the new data warehouse of the company, I participated in the creation of a new cell --> sandbox / agile development - the Datalab. Datalab administrator: --> Implement architecture of the Labo --> Train approximately 100 employees in SQL and use of business data --> Administer data Business Intelligence Project Manager : --> Supporting internal clients, formalize their needs and propose solutions --> Develop aggregates & Datamarts --> Build a datamart to meet all the data requirements of the B2B business unit

Business and Technical Consulting in Datawarehousing --> Manage BI projects --> Build logical models and implement data marts --> Teradata Technical Consulting Main Customers: - SFR - Bouygues Telecom - HSBC - BNP Paribas