Annemijn Boorsma

Senior Manager, Customer Care Paula's Choice Skincare Europe

Annemijn is the Senior Manager Customer Care at Paula's Choice Skincare Europe. With a background in managing inbound sales, she joined Paula's Choice driven by a passion for skincare and a desire to provide honest advice. Under her leadership, the Customer Care department grew from 6 to 40 employees in just six years. Annemijn optimized the department by implementing a CRM tool, offering a 360 view of the customer, and optimizing contact channels to align with customer preferences. These efforts resulted in an all-time minimum customer satisfaction score of 96% and conversion rates of up to 80%. Annemijn introduced innovative features like adding products to customers' carts during live chats, enhancing the overall customer experience. She prioritizes training and development, fostering a positive work culture through team activities and rewards. Annemijn's commitment to excellence and transparent, personalized service has positioned Paula's Choice Skincare Europe as a trusted brand. She continues to explore AI integration and customer journey mapping to improve the customer care experience. Nominated for the Manager of the Year award, Annemijn is recognized for her dedication to delivering exceptional customer care and is eager to shape the future of the skincare industry.