Freelancer profile translated to English.
Back to original languageAbout Alicia
Digital consultant for 10 years, I support luxury brands in their transformation and the optimization of their digital strategy. I have led various projects, from clienteling to omnichannel, including the optimization of e-commerce flows and the improvement of customer experience.
At L’Oréal and Zadig & Voltaire, I structured the management of e-commerce flows (sales, returns, customer service), optimizing processes for a better customer experience. At Dior, I centralized the tracking of e-commerce customer service, strengthening traceability and operational performance. Finally, at Chanel, I led the deployment of a strategic digital project dedicated to retail.
Tools: Office 365, Boost, BI, SAP, SFCC, CEGID, Demandware, Ingenico, Red fraud system, Adyen, Magento 1 and 2, Jira, Zendesk, Prismic, Chronotrace, SVS, So cloz, Wing, Shipup, Care, Fluent, Teams, Confluence, RFID
French
Native or bilingual
English
Fluent
Bulgarian
Native or bilingual
Spanish
Fluent
Can work on-site
Paris (up to 50km)
Experience
- CHANELBusiness Analyst & Product Owner Chanel.comLUXURY GOODSApril 2025 - Today (1 year and 2 months)Paris, FranceWithin the Global Digital Service, I contributed to the migration of Chanel.com to a headless architecture to gain flexibility and improve the user experience.I ensured daily coordination between business and technical teams to guarantee functional consistency and the progress of the product roadmap.- Functional scoping and needs definition with business, tech, and architect teams- Leading the migration of two Chanel.com stacks to a headless architecture- Product backlog management and prioritization, user story writing, acceptance criteria- Facilitating agile ceremonies and coordinating between IT, design, and business teams- UAT monitoring and functional validation to ensure customer experience consistency- Daily collaboration with developers, architects, and tech leads- Regular reporting on project progress
- CHANELDigital Project ManagerLUXURY GOODSJuly 2023 - March 2025 (1 year and 8 months)Paris, FranceWithin the Fashion division, I held the position of Digital Project Manager, responsible for the deployment and management of the Connected Mirror to enhance the in-store customer experience.- Deployment of the Connected Mirror in Asia and the UK- Creation of a zoned supply chain for the construction and distribution of connected mirrors- Supervision of the multi-market RFID configuration redesign- Implementation of significant technical evolutions- Negotiation and contracting with local partners to ensure project implementation- Writing technical specifications detailing project requirements and expectations- Writing content for documentation and internal communication- Organizing Go/No-Go meetings for project monitoring and strategic decision-making- Management of the budget allocated to partners, ensuring adherence to financial forecasts
- CHRISTIAN DIOR COUTUREE-commerce Customer Service Project ManagerLUXURY GOODSSeptember 2021 - February 2023 (1 year and 6 months)Paris, FranceWithin the Couture division, reporting to Digital, I managed the digitalization of e-commerce customer service to support the growth of online sales. Initially handled by Retail, the service was optimized for autonomous and fluid management by Digital.- Management of e-commerce customer service projects and operations in Europe- Monitoring of remote eCare UATs- Stabilization and improvement of European e-commerce customer service procedures- Organization of handling the volume of retail customer service requests- Creation of customer service monitoring for increased proactivity and customer transparency- Support and monitoring during the relocation of the warehouse to the UK- Operational management of e-commerce customer service in Europe- Tracking of cases on Care and CEGID- Coordination of back-office bug resolutions with IT
Recommendations
Be the first to recommend Alicia
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Master II commerce et marketingISTEC, école supérieure de commerce et de marketing International School of Business, Dublin Lycée Fustel de Coulanges2017