Freelancer profile translated to English.

Description

♟ After working for 20 years for large French and international companies, I have held several positions in digital and IT. My background allows me to have a multi-channel vision of my clients' ecosystem, from ERP to website or physical store.

🎯 Today, I wish to put all my expertise to the service of new projects, to support you with a 360° vision on the operational implementation of strategies, analysis, management and implementation of new products, digital transformation, support in growth development and increasing your ROI through various levers.

My areas of expertise concern:

🧠 Needs Analysis and Gathering: Definition, writing and creation of functional specifications for any type of objective or product.

⚡️ Traditional Marketing: Brand positioning, visual identity, graphic charter, editorial and Brand content strategies, communication plans, merchandising, CRM and Customer Relationship strategies.

💣 Digitalization: Design of digital strategy plans, digital studies (positioning, awareness, competition), digital marketing plans, launches and management of Websites and E-shops, E-reputation, Social Media strategies, content marketing, SEO and SEM acquisition strategies, Leads. Optimization of referencing, traffic and conversion funnels. Digital topics hold no more secrets for me.

💡 IT: Support on IT topics. Development implementation in line with modeled processes, testing, integration, deployment, releases (incidents, problems, requests, changes). I can support you on your entire project by synchronizing the IT strategy with the business strategy (definition and scoping).

📩 If you are looking for tailor-made support to boost your digital presence, you are in the right place. Do not hesitate to contact me!

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Lille (up to 50km), Montpellier (up to 10km), Paris (up to 10km), Montauban (up to 10km), Toulouse (up to 50km)

kiabi
AMOA Project Manager - Marketplace
E-COMMERCE
March 2023 - Today (3 years and 3 months)
Hem, France
Optimization of the 3rd party customer journey post-purchase as well as the digital journeys of Kiabi Customer Relations. Development of strategies to reduce pain points for internal teams (CRM, Marketplace AM, ...)

-Management: Planning, coordination and supervision of meetings. Monitoring objectives, establishing schedules, managing resources, budgets, and problem-solving.
-Data Analysis: Collection, analysis, and interpretation of data to optimize customer experience & Marketplace CRM to make decisions based on tangible information.
-Customer Experience & CRM Optimization:
-Implementation of a Selfcare strategy to educate & empower customers, by improving the usage rates of Selfcare tools and Bots.
-Complete design of a Marketplace FAQ.
-Optimization of the customer account & the 3rd party post-purchase customer journey.
-Analysis of digital customer journeys, identification of friction points, and collaboration with UX/UI & Account teams to optimize the customer experience at each stage of the 3rd party post-purchase process.
-Harmonization of order statuses between 1st and 3rd party orders.

-Reduction of Customer Service contact rates following the implementation of processes for Marketplace CRM for level 1, 2, and 3, and a proposal for an Easiware x Mirakl API.
-Implementation of a workflow and RG to optimize tool usage.
-Analysis of customer/operator/seller interactions & verification of understanding of requests in relation to context, customer journeys & responses provided in order to implement support & improvement areas.
-Definition of relevant KPIs to evaluate interaction effectiveness.
-Design and/or creation of content such as emails, templates for advisors, account managers to reduce workload.
-Regular monitoring & analysis of implemented KPIs to measure results & implement corrective actions to improve customer satisfaction and operational efficiency.
Salesforce Atlassian JIRA Atlassian Confluence Marketplace Piano Analytics Mirakl easiware Customer Relationship Management (CRM) Process Facilitation User Experience Design Customer Experience Data Analysis
grain de malice
E-commerce Manager
E-COMMERCE
November 2022 - March 2023 (4 months)
Marcq-en-Barœul, France
Team management.
Implementation of the annual marketing plan, contribution to the digital and commercial strategy.
Product catalog management, assortment monitoring, and stock allocation.
Management and optimization ofE-merchandising, personalization, cross-selling, and product recommendations**. Launching promotional campaigns and collections while ensuring omnichannel brand consistency. Managing relationships with service providers. **Salesforce migration and deployment,functional management and training with the platform, acceptance testing, dry run testing.
Project Management Team Management Webmarketing Strategy Product Roadmap
Idkids
DATA Project Manager
E-COMMERCE
March 2022 - November 2022 (8 months)
Roubaix, France
Scoping and supporting the group and brands in creating and deploying customer segmentation. Data analysis, Datastudio creation. Persona creation.