Freelancer profile translated to English.

Description

Customer satisfaction starts in the field. I listen to and involve teams to design smoother journeys, a more coherent organization, and solutions that are truly applicable in daily life. Organization, tools, processes, and coordination evolve together to make this transformation concrete and sustainable.

My approach combines operational auditing, observation of real practices, and listening to teams. I work with department heads, but also as close to the ground as possible, to understand constraints, friction points, and existing levers.

The relationship of trust I quickly establish encourages direct communication, allowing for an accurate diagnosis, getting to the heart of the matter, and defining shared priorities.

I then design the necessary evolutions to make journeys more coherent, organizations smoother, and practices more effective. The objective: to sustainably enhance the customer experience while facilitating the work of those who bring it to life.

Throughout my career, I have created departments, structured organizations, designed customer journeys, supported networks, recruited, trained, and led transformation projects in contexts of growth and change. And this in a wide variety of organizations.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 10km), Aix-en-Provence (up to 10km), Nogent-le-Rotrou (up to 10km), Bordeaux (up to 10km), Marseille (up to 10km)

BYRON PARFUMS
Shareholder — Digital Journey and Communication Transformation
LUXURY GOODS
January 2024 - Today (2 years and 7 months)
Paris, France
Audit of the communication and digital journey of a niche perfume house. Editorial repositioning, rewriting of the website and content, definition of the social media line, redrawing of the artistic direction, and coordination of service providers.
Customer Experience Writing Skills Artistic Direction & Visual Identity Social Media UX Audit
L'ÉCOLE FRANÇAISE
Customer Service & Customer Experience Director
January 2020 - January 2022 (2 years)
In a context of hyper-growth, creation and development of the customer service department: recruitment, training, tools, and processes. Continuous adaptation of operations to support scaling. In parallel, design of the learning journey and management of the customer experience transformation, coordinating sales, pedagogical, IT, and administrative teams.
GROUPE VIASPHÈRE
COO Merci+ & Franchise Network Transformation
January 2008 - January 2018 (10 years)
Management of Merci+ and leadership of its organizational transformation: overhaul of sales and customer relations functions, clarification of responsibilities, evolution of processes, and team support. Cross-functional mission with a network of approximately 45 franchisees: complete overhaul of the onboarding journey, creation of training programs, handbooks, and business tools, formalization of processes, and support for about ten new franchisees in launching their business.