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Aleksandra Pilniak

@aleksandrapilniak

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Customer Centric Transformation Manager at Kramp who shortened customer onboarding from 14 days to 2 working days.

Netherlands

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At Kramp, I led cross-functional transformation across 24 countries, contributing to NPS growth from +27 to +49. I also redesigned and supported adoption of a new customer onboarding process, reducing onboarding from 14 days to 2 working days.

I designed and led a global Change Ambassador Programme based on Kotter’s change methodology, building a network of 250+ ambassadors across 24 countries to support change across 4,000 employees. I also implemented a global CRM feedback process in Microsoft Dynamics.

Earlier at Kramp, I delivered capability-building programmes for 500+ employees. At vidaXL, I co-led an international transformation programme that launched its webshop across 16 European markets, and delivered training for 100+ employees.

Experience

Work history, roles, and key accomplishments

Customer Centric Transformation Manager

Kramp

Oct 2021 - Jan 2026 (4 years 3 months)

Led cross-functional change and transformation across 24 countries, contributing to NPS growth from +27 to +49. Designed a global Change Ambassador Programme of 250+ ambassadors and reduced customer onboarding from 14 days to 2 working days.

Change Management Transformation Customer Experience Employee Experience Stakeholder Management Kotter’S 8 Step Process Microsoft Dynamics CRM Process Improvement Cross functional Leadership

Senior Customer Experience Specialist

Kramp

Nov 2018 - Sep 2021 (2 years 10 months)

Designed and delivered capability-building programmes for 500+ employees and led cross-functional improvement initiatives using customer insight from Qualtrics, NPS, CES, and CSAT.

Customer Experience Training Workshop Facilitation Qualtrics NPS CES CSAT Continuous Improvement Stakeholder Alignment

Project Manager

vidaXL

Apr 2015 - Aug 2018 (3 years 4 months)

Co-led a 9-month international transformation programme launching the vidaXL webshop across 16 European markets in SAP and Magento Enterprise. Coordinated implementation across IT, Marketing, Product, Operations, and external partners.

Project Management SAP Magento Ecommerce Testing Training Stakeholder Management International Rollouts

Earlier Career Roles

Various Employers

May 2010 - Apr 2015 (4 years 11 months)

Held international roles across customer service, process operations, and digital marketing at Infosys BPO Poland and vidaXL, including SAP-based process work, quality control, employee training, and multilingual e-commerce.

Customer Service Process Operations Digital Marketing SAP Quality Control Training E Commerce Localization