Freelancer profile translated to English.
Back to original languageAbout Adélaïde
With over 9 years of experience, I specialize in optimizing customer experience (B2B & B2C), managing Customer Care, and structuring CX operations.
I assist companies in implementing scalable solutions, managing strategic projects, and continuously improving customer service. My background has also allowed me to develop expertise in organizing corporate events, from conception to execution.
📌 Expertise:
✔ Customer Care & Customer Service: process optimization, outsourcing (BPO), customer satisfaction improvement
✔ Customer Experience Management and Optimization (B2B & B2C)
✔ Transformation project management and operations structuring
✔ Performance analysis and CX KPI monitoring
✔ Continuous improvement of operational processes
✔ Team management and cross-functional collaboration
✔ Organization and management of corporate events (corporate, incentives, seminars)
💡 I have worked for companies like ManoMano and Back Market, where I structured and optimized customer service at scale, developing impactful CX strategies and aligning product, operations, and customer support. I also orchestrated international events for major clients, managing logistics, coordination, and on-site customer experience.
French
Native or bilingual
English
Fluent
Spanish
Fluent
Can work on-site
Marseille (up to 20km), Aix-en-Provence (up to 10km)
Experience
- ManoManoSenior CX Program ManagerApril 2022 - May 2024 (2 years and 1 month)Marseille, FranceBusiness owner of all the return vision & strategy, my goal is to ensure ManoMano 4k+ sellers provide the best end-to-end customer experience, with scalable processes and a product tailored to sellers and customers expectations./ Design & execution of CX vision for B2C & B2C customers in 5 countries, in relation with product and seller-facing teams/ Discovery and delivery of initiatives to build the best CX-oriented solutions with transversal teams (Customer Service, Logistics, IT, Sourcing, Finance) and features improvement with Product, UX & Data teams/ Monitoring and reporting of CX KPI's to top management on a weekly/monthly/quarterly basis/ Supporting sellers-facing-team by providing the tools/data necessary to give valuable advice
- Back MarketSpecialistFebruary 2020 - April 2022 (2 years and 2 months)Bordeaux, FranceProject manager leading customer-centric strategies, I optimized CX processes and managed global outsourcing to improve overall customer service quality. / Leading & implementation of data-driven projects to increase the CX through strategic KPIs, fostering collaboration across teams (Data, Product, Finance, Logistics, Training)/ Design of tools and processes to promote exceptional customer experiences & brand advocacy/ Operational issue Resolution by identifying after-sales issues through CS and data analysis/ Management of international outsourced CS agents, designing and optimizing agent training, process and tool utilization based on performance analysis
- Prelude EventsEvent plannerMarch 2015 - July 2019 (4 years and 4 months)Barcelona, SpainExpert in Corporate event design, management, and global execution, leading teams and key account projects / Corporate event design and organization – From concept to delivery:○ Project management of a key account (350+ participants, 1M€ annual budget) ○ Budget reconciliation and cost savings tracking ○ Venue sourcing, site selection, negotiation (trust-based relationship with suppliers) ○ Onsite service and implementation (tailor-made themed and creative events) ○ Europe & worldwide (Thailand, South Africa, Abu Dhabi) production/ Day-to-day coaching and people development of 5 assistant planners
Recommendations
JI
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Education
- Master in international business communicationCatholic University of Lille2015Master in international business communication
- MarketingMantra (ex-GrowthMakers)2025Déployer et Concevoir une stratégie d'acquisition client digital en Startups et PME