Open to opportunities

Paulo Dongo

@paulodongo

Digital transformation and customer experience leader driving adoption, loyalty, and data-driven change across retail and financial services.

Peru

Message

What I'm looking for

I’m looking to lead transformation that measurably improves customer experience and adoption—partnering with business and technology, building teams through enablement and training, and using KPIs/dashboards to realize value.

I’m a Change Management and Digital Transformation leader with 14+ years of experience helping organizations navigate large-scale transformation across retail, financial services, and digital platforms. I focus on driving adoption, value realization, and sustainable change through stakeholder engagement, communication strategies, and hands-on execution—enabling teams and aligning them around clear transformation outcomes.

As Head of Customers at PROMART HOMECENTER, I led customer experience transformation across service, operations, and commercial teams, acting as change lead for omnichannel service transformation and designing enablement for adoption of new processes and tools. I built KPIs and dashboards to track impact, trained 16 HQ leaders and 160+ frontline agents, and strengthened cross-functional collaboration between business, technology, operations, and external partners—then carried that momentum into marketing transformation at CLOUDWORKZ and loyalty & consumer insights work at PRIMAX, improving engagement through data-driven segmentation, CRM/platform adoption, and marketing automation.

Experience

Work history, roles, and key accomplishments

Head of Customers

Promart Homecenter

Sep 2022 - Apr 2025 (2 years 7 months)

Led customer experience transformation across service, operations, and commercial teams, serving as change lead for omnichannel service adoption. Designed enablement and communication strategies, trained 16 HQ leaders and 160+ frontline agents, and built KPIs/dashboards to track adoption and impact.

Customer Experience (CX)Change Management Stakeholder Engagement Training & Enablement KPIs Cross Functional Collaboration

Head of Marketing

Cloudworkz

Jan 2022 - Sep 2022 (8 months)

Led digital transformation initiatives and enabled adoption of new digital tools and agile ways of working. Partnered with business and technology teams to improve CRM/marketing platform adoption and implemented agile experimentation practices for growth teams.

Digital Transformation Marketing Technology Continuous Improvement Stakeholder Management Cross Functional Collaboration Enablement

Loyalty and Consumer Insights Manager

Primax

Jun 2019 - Jan 2022 (2 years 7 months)

Drove regional loyalty and consumer insights transformation focused on customer-centric culture and data-driven decision making. Led adoption of segmentation models and analytics tools and coordinated cross-functional alignment across business, marketing, and operations.

Loyalty Strategy Consumer Insights Segmentation Analytics Reporting Data Driven Decision Making Change Management Cross Functional Collaboration Customer Centricity

Relationship Marketing Manager

Primax

Jan 2018 - Jun 2019 (1 year 5 months)

Implemented email marketing strategy for customer acquisition and retention, achieving ~8% conversion rates. Led data update campaigns (200K+ records) and improved open and click-through rates to 24% and 11%, respectively.

Email Marketing Customer Acquisition Conversion Rate Optimization Marketing Analytics KPI Tracking Audience Targeting

Segment and Strategy Deputy Manager

Bcp

Dec 2015 - Jul 2018 (2 years 7 months)

Supported organizational change initiatives across call center and customer service operations. Led process improvement and performance management efforts to enhance service quality and efficiency.

Process Improvement Performance Management Customer Service Operations Change Management Service quality Stakeholder Engagement Operational Efficiency

Digital Marketing Coordinator

Pacifico Seguros

May 2008 - Dec 2016 (8 years 7 months)

Led digital transformation initiatives for client portal and CRM platforms. Implemented data governance and marketing automation systems, delivering 30%+ open rates.

Digital Transformation CRM Platforms Data Governance Marketing Automation Customer Portal Optimization Marketing Technology KPI Tracking