Paulina Kowalik

Experienced and results-oriented Key Account Manager with a proven track record in managing client relationships, driving business growth, and ensuring seamless service delivery. I oversee key accounts, handling P&L management and profitability while aligning operational strategies with client objectives.

• Manage and maintain strong relationships with key clients, ensuring high levels of satisfaction and retention.
• Oversee service delivery, proactively resolving escalations and mitigating risks to uphold performance standards.
• Conduct regular business reviews, analysing performance metrics and identifying opportunities for process improvements.
• Collaborate with cross-functional teams to optimize account efficiency and support strategic initiatives.
• Identify and implement cost-saving solutions while maintaining quality and operational excellence.

A strong communicator and problem-solver, I thrive in dynamic environments, adapting to evolving business needs and delivering value-driven solutions for both clients and the organisation.

• Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
• Streamlined operations by introducing Fresh Desk/JDA automation.
• Partnering with the Operations Manager/CFO to review tracked hours by activity in the operation – ensure the right levels of resources at all times and making informed changes to improve their efficiency and effectiveness
• Fully comprehend the company’s contractual obligations detailed in the client contract and ensure full adherence

Achievements

• Increasing probability of our accounts by setting KPI targets
• Successfully introduced amazon prime service
• Automation of manual processes
• Staff promotion
• Spearheaded strategic development plans to instigate departmental change, adding value and innovation to business decision-making.
• Defined and implemented quality standards across production processes, enabling improved outcomes.
• Presented monthly key metrics to management through detailed, informative technical reports.
• Recognised potential quality issues or constraints affecting project delivery, coordinating timely resolutions.
• Analysed quality metrics and performed managerial reviews, recommending action plans to close operational gaps.
• Led auditing processes of production operations to increase performance and output quality.
• Held supply chain to account in meeting contracted quality requirements, limiting issues and waste.
• Drove continual improvement of quality standards, systems and procedures to meet key business objectives.

• Analysing forecast and activity trends to facilitate planning;
• Completing weekly payroll for 120 employees using external tool ''Selima'';
• Conducting interviews and recruiting team members according to human structure and strategy of the company;
• Developing empowering employee culture with ''Kaizen'' method focused on equipping staff to independently meet customer needs;
• Establishing performance goals and targets for employees and providing feedback on methods for reaching those milestones with regular Individual Meetings
• Handling all recruitment processes, ensuring smooth and swift transactions from initial advert to job offer and introduction;
• Handling day-to-day HR/Payroll processes;
• Maintaining positive customer relations by addressing problems head- on and implementing successful corrective actions;
• Managing inventory and receiving operations to maintain optimal stock levels and meet expected demands;
• Managing warehouse operations and activity as a DUTY leader - daily shift manager responsible for security and whole operational part of the facility.

Achievements

• Successful movement of all warehouse stock to a brand new building without affecting the customer;
• Increased department productivity +70% by implementing ''LEAN'' management techniques;
• Implemented omni-channel department structure;
• Promoted team member to Manager in Training who now is successfully leading E-Commerce department individually;
• Best results in Europe for two years in the row; (leadtime, promise)
• Assisted and supported one of my colleagues in taking the lead of security operations of Decathlon DC;