Pauline Roggero

I help businesses drive customer engagement and retention from developing strategy to its execution. With 9+ years of experience across tourism, food delivery, and marketplace industries in various regions, I've helped companies like eDreams, Glovo, and Wallapop improve LTV and boost their growth through actionable, data-driven strategies. Key services:

• Strategy: tailoring strategies for customer activation, engagement, retention, aiming at increasing LTV and boost growth

• Campaigns execution: launch customers lifecycle automated flows and one shot campaigns

• Analytics & reporting: in-depth performance tracking, custom dashboards, actionable insights

• Database Reach: improving Push notifications and Email Optin while ensuring compliance with GDPR, Email deliverability and IP Reputation

• Streamlining and improvements to maximize effectiveness, particularly critical for businesses operating across different regions or languages

• Training and Support on CRM Tools (Braze...)

• Building and scaling a high-performance CRM team of 6 members from the ground up

• Overseeing the global CRM strategy across three countries: Spain, Italy, and Portugal

• Fostering stakeholders collaboration across the company (Product, Legal, Data...)

• Managing CRM budget

• Leading the implementation of an advanced reporting system (Looker, Braze)

• Orchestrating the design of a Customer journey mapping and Growth loops

• Championing initiatives to personalize further the experience for our users

• Overseeing the Promotions & Loyalty strategies: leveraging an RFM (recency, frequency, monetization) segmentation and incentivizing high value action resulting in +25% retention and +58% purchase frequency while improving cost-efficiency

• Leading the successful launch of the Wallapop Wrapped (2022, 2023, and 2024), enhancing brand visibility and user engagement: +26% of traffic generated

• Managing a team of 3

• Responsible for the CRM strategy of 16 countries

• Lifecycle & Promotions through Email, InApp, Push, SMS

• Prime Subscriptions Strategy on Acquisition & Retention