Nicos STEINKRIETZER

– Coached CEO for business model strategic review: transition from product strategy to service strategy – Renewed sales strategy and selling techniques

– Realized strategic audit plan realization to identify activity growth leverages and to determine the major transformation challenges – Defined and executed 3 years development strategy basing customer experience as a powerful growth driver – Conceived & deployed the commercial development plan – Built an omni-channel distribution network (points of sales, website, call center) – Managed sales force: promoted results oriented culture, KPIs analysis, understanding of sales cycle steps and customer experience high level standards – Renewed selling techniques, supervised continuous training – Redesigned omni-channel sales process: realized touch points & customer journeys sitemaps with traffic measurements (digital and physical tools). Set new KPIs – Piloted website & CRM evolutions to enhance sales performance and customer experience along prospect and customer phases – Managed Customer Experience program & B2C digital tools developments: testimonials review, NPS campaigns, interactive kiosk, customer needs studies... – Created a digital marketing ecosystem (leads acquisition via Google solutions, Facebook...) and a customer centric culture – Managed daily Sales, Marketing and Customer Care Departments (French and Polish teams) – Led the Management Committee (8 people), promoting talent intelligence – Created and reviewed P&L channels dashboards – Installed yearly objectives and budgets process – Reviewed general KPIs and sales & marketing dashboards – Achieved within 4 years: +200% of Turnover (90 M€). Reduced by 18% customer acquisition costs; Budget under supervision: 10 M€/year

– Managed business strategy review – Organized the creation of a new business unit focused on IT services – Launched a new business unit dedicated to Very Small Business segment, targeted via omni-channel campaigns (mixing distance and field sales force) – Developed partnerships programs: offers portfolio (IT service provider), business partners – Managed Marketing, CRM and Process Teams – For Build a sales process for SMB offers, with lead generation campaigns under supervision – Optimized sales process and engagement process, with translation in CRM tool (based on Salesforce) – Renew of marketing positioning, qualification & customer discovery process, sales prospections process, selling proposition tool kit – Achieved + 2,4 M€ of IT services within 3 years

– Realized organizational marketing audit for customer experience policies for Life Insurance Business Line, with Improvement Plans recommendations – Directed global program aiming to stimulate recurrent voluntary savings in Life Insurance via omni-channel customer journeys and increase customer retention

– Conceived and deployed annual strategic marketing plans for 3 brands (NRJ Mobile, Credit Mutuel Mobile, CIC Mobile) – Directed acquisition, loyalty and retention policies and offers pricing: launched new offers, managed customer base stimulation – Promoted mobile contracts sales through the bank sales network (4000 point of sales) – Developed mobile banking services in cooperation with Credit Mutuel development teams, deployed on the bank customers – Built and managed Marketing Department budget (more than 10 M€ / year) – Directly managed Marketing team & Project team for IT developments – Launched for the first time a Mobile Bank offer in France in 4000 bank agencies – Increased turnover by 60% per year: 300 M€ in 2009 – Was appointed Go to Market project manager. A 6 months project delivered on time (including marketing offer design, IT design and customer care platform setting)

– Supported telco operators conceive and deploy new marketing projects, to increase customer revenues and manage its life time value.