Carla R.

- Creation and management of the e-commerce Customer Care workstream for an initial product launch in the United States

- Implementation of a customer service management, tracking, and analysis process via Zendesk, Shopify, and Okendo

- Task allocation to an internal task force of agents, creation of training materials and a toolkit to enable long-term internal customer service management

- Support in creating a personalized post-purchase CRM journey on Klaviyo

- Support in optimizing customer experience through product feedback reports and improvement of the e-shop purchasing journey

- Management of a team of 3 people to deliver the omnichannel CRM animation plan for France.

- Optimization of the promotional strategy in line with customer base animation objectives to maximize campaign conversion and profitability.

- Scoping of collaboration with trade marketing and sales teams for the creation of a monthly CRM calendar addressing B2B challenges while optimizing commercial pressure.

- Qualification of needs for the overhaul of the tool ecosystem for production and performance analysis.

- Coordination of CRM operations between European teams (FR, ES, IT, DE, BNL).

- Monitoring of Group-level CRM actions: study of each team's strategies, creation of an international map, launch of a sharing platform, and team training to foster synergy.

- Development of actionable reports to share performance and achieve profitability gains: co-creation of a centralized nomenclature and tracking system, development of a new international common dashboard.

- Coordination of a multi-expertise project for the redesign of the "My Favorites" trigger (CRM, UX, dev) across all platforms.