Behind The Click Podcast | E-commerce and Leadership

Welcome to Behind the Click, powered by the ⁠⁠E-commerce Berlin Expo.⁠

Are we entering the era of autonomous shopping? In this episode, host Janine Vanessa Heinrich sits down with Felix Hoffmann, Founder & CEO at 7Learnings, to unpack how AI shopping agents and decision automation will reshape retail in Europe, and why most retailers aren’t ready yet.

Felix breaks down the future of commerce using a powerful analogy: autonomous driving to autonomous shopping. Europe is currently at “level 1–2” (chatbots, recommendations, early orchestration), but the real disruption isn’t instant checkout - it’s decision optimization: when AI starts making purchase decisions and retailers must adapt from selling to humans to selling to agents.

From OpenAI, Google, Amazon, and the race to own the shopping layer, to what retailers need to build (APIs, data readiness, cost attribution) to stay discoverable, this episode is a wake-up call for anyone working in e-commerce, pricing, or retail strategy.

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Welcome to Behind the Click, powered by the ⁠E-commerce Berlin Expo.

Payments look simple on the surface - a checkout button, a confirmation screen, done. But behind the scenes, payments are one of the most underestimated growth levers in e-commerce.

In this episode, host Janine Vanessa Heinrich sits down with Charly De Backer, Head of Business Development at SysPay, to unpack what merchants often overlook when it comes to payment performance, and how the right setup can directly impact revenue, risk, and scalability.

From acceptance rates and smart routing to payment orchestration and multi-acquirer strategies, Charly explains why payments are no longer just infrastructure, but a strategic business advantage.

They explore why relying on a single acquirer can quietly limit growth, how payment performance is shaped by decisions merchants never see, and why human expertise still plays a critical role in an increasingly automated payments landscape.

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Welcome to Behind the Click, powered by the ⁠E-commerce Berlin Expo.

In this episode, host Janine Vanessa Heinrich is joined by Dara Kossok Spieß, Head of Digitalization and Network Policy at German Retail Federation (HDE), to dive into the impact of AI on the future of retail. Dara unpacks how AI is transforming the retail landscape, particularly for small and medium-sized enterprises (SMEs), and why embracing AI is no longer optional for survival.

AI usage in retail has more than doubled in just two years, but while big retailers are racing ahead, many smaller businesses risk being left behind. Dara shares why AI adoption must be a priority for SMEs and what steps they can take to close the growing gap.

In this episode, Dara discusses:

- Why AI is a game-changer for retail businesses of all sizes.

- The key drivers of successful AI implementation and the dangers of being left behind.

- Overcoming fear of AI and embracing it as a tool for efficiency and growth.

- The need for better regulation to ensure a fair playing field for SMEs and large enterprises alike.

- The future of AI agents and the impact they will have on consumer experiences and market dynamics.

- How businesses and policymakers can work together to create a more innovation-friendly environment.

This conversation is a must-listen for business owners, entrepreneurs, and anyone interested in the future of AI in retail.

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How do you rebuild a company from the inside out, without cutting people, killing culture, or losing momentum? In this episode, host Janine Vanessa Heinrich sits down with Alexandra Szarmach, CHRO & Managing Director of flaconi, to unpack how she helped lead one of Germany’s biggest beauty retailers through a full cultural and operational turnaround.

When Alexandra joined in 2023, flaconi was facing tough times: low morale, high turnover, unclear identity, and no profitability in sight. Today, the company is thriving, growing, united, and celebrated for a people-first culture built on transparency, trust, and real leadership alignment.

Alexandra shares how flaconi rebuilt leadership foundations, redefined its values, brought teams back together after years of remote fragmentation, and launched a gamified culture program inspired by Harry Potter that employees genuinely love.

From honest communication to data-driven HR, from regaining profitability to embracing AI to kill repetitive work, this is a masterclass in modern leadership.

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Welcome to Behind the Click, powered by the E-commerce Berlin Expo.

How do you lead a legacy brand through real transformation, without burning out your team?

In this episode, host Janine Vanessa Heinrich sits down with Christina Skoeries, Director E-Commerce at camel active, to unpack how the company is evolving from wholesale heritage to a modern D2C engine, by centering people, culture, and clear decision-making.

From vulnerable leadership and “make yourself redundant” management, to building D2C infrastructure, marketplaces-first expansion, and weekly KPI transparency (plus walk-and-talk standups!), Christina shares practical ways to keep teams motivated, creative, and accountable. We also dig into community-building, quality vs. sustainability signals, and why customer service is a strategic asset, not an afterthought.

You’ll learn how to:

- Lead through change with clarity, ownership, and psychological safety.

- Stand up D2C: marketplaces-first, then scale your own shop & stack.

- Balance high standards with autonomy (and ship without perfectionism).

- Use transparent KPIs to create real team ownership of outcomes.

- Build community: discovery + togetherness as emotional brand drivers.

- Turn customer service into product input and loyalty fuel.

- Stay energized: rituals, walk-and-talks, and external inspiration (e.g., OMR).

- Empower others: giving stage time to new female voices in e-commerce.

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Welcome to Behind the Click, powered by the E-commerce Berlin Expo.

When was the last time a delivery notification actually delighted you? In this episode, host Janine Vanessa Heinrich sits down with Philippe Padrock, Co-Founder of Karla, to explore how the often-ignored post-purchase window can become a brand’s most powerful touchpoint, driving loyalty, repurchase, and happier customers.

From roommate mattress “never arrived” horror stories to 10x ROI case studies, Philippe breaks down how Karla helps brands take ownership of delivery communications (instead of leaving it to carriers), embed on-site tracking pages, and turn “Where is my order?” into engagement, upsell, and trust. We dig into proactive notifications, self-service issue resolution, and why the tracking page is premium real estate for community, offers, and content, without feeling spammy.

You’ll learn how to:

• Turn delivery from cost center to marketing engine with brand-owned emails and on-site tracking.
• Proactively reduce WISMO (“Where is my order?”) with timely, relevant notifications.
• Use the tracking page to drive upsell/repurchase, referrals, or community signups (not just discounts).
• Plug Kala into your shop + ESP to automate updates, templates, and tone of voice, no manual ops.
• Build self-service flows (missing items, damage, NPAI) that resolve issues in clicks, not tickets.
• Prove impact with hard KPIs (e.g., 80% fewer delivery inquiries; 10x ROI in month one for Naughty Nuts).
• Apply the strategy beyond D2C snacks, think high-ticket with accessory upsells.
• Map the next 3–5 years: AI-tailored content, smarter CX automations, and end-to-end post-checkout journeys.

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Welcome to Behind the Click, powered by the E-commerce Berlin Expo.

How did KoRo transform from a bulk goods startup to a 150 million euro omni-channel powerhouse? In this episode, host Janine Vanessa Heinrich sits down with Dr. Daniel Kundt, Managing Director & CFO of KoRo, to discuss how they turned their focus on bulk nuts and spreads into a thriving love brand.

From mastering product innovation to taking on the toughest fundraising climates, Daniel shares how KoRo’s unique approach to community, transparency, and operational focus propelled the company to 20x growth. He explains how KoRo navigated product launches, branding strategies, and the complexities of going omni-channel, all while staying true to its roots as a customer-first, community-driven company.

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Welcome to the Behind the Click powered by the E-commerce Berlin Expo.

Can you really lead without formal authority? In this episode, host Janine Vanessa Heinrich sits down with Shivany Powani, Program Management Lead at C&A, to unpack the playbook behind influencing outcomes without the title. From five daily habits that build trust and momentum to balancing data with empathy, Shivany shows how program managers become culture-shapers and impact drivers, especially in fast-moving, seasonal e-commerce.

Shivany shares how she earned a seat at the table, what to do when leadership says “no” (again), and why “quiet mouths don’t get fed.” You’ll also hear how AI is a force multiplier, without replacing the human work of diplomacy, clarity, and confidence.

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Welcome to the Behind the Click powered by the E-commerce Berlin Expo.

Is being loud the smartest way to grow? In this episode, host Janine Vanessa Heinrich sits down with Polina Sergeeva, CEO & Co-Founder of menstruflow, to explore how confronting taboos can spark conversation, build community, and drive e-commerce growth, even when it attracts backlash.

Polina opens up about her journey from a failed jewelry shop to launching a femtech hardware product using TENS (nerve stimulation) to relieve period pain. She shares what happened when an agency promised overnight scale, why Q1 nearly killed the company, and how she turns awkward public moments into powerful content.

You’ll learn how to:

- Turn controversy into a brand advantage.

- Educate a market for a non-obvious product.

- Compare paid ads, influencers, and PR in femtech.

- Navigate bootstrapping vs. VC funding.

- Build the right founding team and support system.

- Stay resilient, and even shameless, while growing online.

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Welcome to the Behind the Click powered by the E-commerce Berlin Expo.

In this episode, host Janine Vanessa Heinrich sits down with Frederike Knop, ex-CEO of Chronext & Fashionette, for a raw conversation about scaling, crisis leadership, and redefining success after the climb. From hypergrowth in the luxury watch world to steering an e-commerce company through insolvency, Frederike shares what it really takes: ruthless prioritization, transparent communication, and learning to trade overperformance for sustainability.

You’ll hear how exclusive brands create demand they can’t (and won’t) fully supply, why “personality hires” often hold teams together, and how to cut costs without cutting culture. We also dig into the mindset shift from control to trust, navigating investor relations, and knowing when it’s time to step away, even after you’ve “made it.”

If you’re building teams, leading through turbulence, or simply rethinking what success should look like, this one’s for you.

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