Sophie Heller

I joined BNP Paribas in 2016 as COO of CPBS (Commercial Personal Banking & Services) and Head of PACE.  My mission, with PACE teams composed of over 100 experts in Omnichannel, Customer Excellence, Strategic Marketing and Data & Analytics,  is to design & implement the future Customer Experience for mass retail, mass affluent, private & Pros customers within the banks of the group   I started my career at Bain & Company in Paris and founded and developed over the next 12 years 4 new innovative businesses in BtoBtoC and BtoC. First a loyalty multi retailers scheme in France (sold to Laser/BNPP), then in Milan the Italian subsidiary of Consodata (Consumer Data Services), In 1997, the e-commerce and loyalty platform Jakala and finally in 2003 the Direct to Consumer lending business of Laser/BNPP Back to Paris, I joined incumbent companies to digitalize and innovate their Business Model: in 2006 I became Chief Marketing Officer (CMO) of Médiatis, the Direct to Consumer lending business, and then in 2009 CMO and CEO of ING Direct in France in 2013