Freelancer profile translated to English.

Description

I support brands and entrepreneurs in improving their customer experience and their relationship with their community.

My role: to structure human, coherent and qualitative exchanges, from brand discovery to loyalty.

I intervene on:

Community management and animation (via Instagram)
Customer relations (messages, comments, tone of voice)
Content creation and operational marketing actions
Customer experience audit and improvement: journey analysis, identification of friction points and concrete recommendations to streamline the experience and strengthen engagement and loyalty.

I have supported projects, including Green Val Coaching (audiences of over 12,000 followers), worked at Mercedes in customer experience and operational marketing, developed my own brand of handmade accessories, and collaborated with Printemps.

A hybrid profile combining customer experience, marketing, and creation, with a strong human and field sensitivity.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Spanish
Basic

Workplace preferences

Can work on-site

Saint-Germain-en-Laye (up to 20km)

Vert Claire
Brand Creator
FASHION AND COSMETICS
March 2023 - Today (3 years and 3 months)
Saint-Germain-en-Laye, France
*Branding and Business Development

Design and sale of over 15 handmade accessories, 50% of which are personalized
Definition of brand positioning, storytelling, and visual identity
Omnichannel customer journey development (online and 3 retail partnerships)
Showcasing the brand in the local press
Premium Retail Collaboration - Printemps Parly 2 (3 months)
Adaptation of collections to store constraints
Coordination with retail teams
Logistics management: supply, replenishment, and sales monitoring
E-commerce and Digital
Online store management (SumUp): SEO, orders, customer service, CRM (Brevo)
Monitoring of digital KPIs: traffic, conversion rate, and user behavior
Social media growth: +96% Instagram followers in 3 months
CRM and customer loyalty campaign management
Market Research and Analysis
Trend analysis (ultra-personalization, responsible consumption)
Identification of niche opportunities (silk scarf upcycling)
Customer Journey Branding Agile Project Management Content Strategy Creativity and Innovation
Mercedes-Benz Financial Services
Customer Experience Assistant
AUTOMOBILE
January 2021 - March 2022 (1 year and 2 months)
Montigny-le-Bretonneux, France
*Animation of 6 client committees

Analysis of the voice of the customer: real case studies (customer complaints)
Identification of user journey friction points
Formulation of customer experience improvement recommendations

*Client Studies and Internal Coordination

Design of survey questionnaires related to ongoing projects
Coordination with headquarters in Germany in English (VOICE client studies)
Reporting to involved internal teams

*Customer Journey Optimization

Improvement of key contact points
Contribution to the deployment of a pre-expertise application

*Communication and Project Management

Writing communication briefs and tracking deliverables until validation
Coordination with external service providers (Publicis)
Mercedes-Benz Financial Services
Operational Marketing Assistant
BANKING AND INSURANCE
January 2021 - June 2021 (5 months)
Montigny-le-Bretonneux, France
Strategic Watch and Benchmarking
Analysis of competing offers (financing and associated services)
Identification of growth opportunities and recommendations
Development of Communication Materials (Print and Digital)
Writing welcome letters, CRM messages, and promotional materials
Alignment of brand guidelines with customer experience
UX Project and Site Optimization
Contribution to the redesign of the website and the welcome guide
Participation in a project to improve UX and harmonize brand image
Cross-functional Projects
Collaboration with digital marketing, loyalty, and customer relations teams
Co-design of internal and external marketing tools to optimize the customer journey