Freelancer profile translated to English.

Description

Graduated from an intensive training at Le Wagon, I leverage my 20 years of experience in customer relationship management to create meaningful digital products.

What motivates me? Understanding user needs and designing simple, effective solutions aligned with their expectations.

Naturally organized and results-oriented, I enjoy working in a team to transform ideas into concrete projects. Curious and always seeking improvement, I adapt easily to challenges and take pleasure in finding creative solutions to complex problems.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Spanish
Fluent
Catalan
Basic

Workplace preferences

Can work on-site

Le Teich (up to 50km)

Adopt Parfums
IT Project Manager
FASHION AND COSMETICS
April 2025 - October 2025 (6 months)
Cestas, France
Scoping of needs and definition of the product roadmap, backlog management and user story prioritization. Facilitation of business workshops and coordination of stakeholders to ensure delivered value.
Budget monitoring, resource management, and change management support for teams.
Project management Project steering roadmap Backlog management Scoping
Maxicoffee Group
Customer Relationship Director
October 2021 - January 2023 (1 year and 3 months)
Mios, France
French group specializing in the world of coffee - 1 website - 60 physical stores - 15 coffee shops - 4 coffee schools €300 million in revenue - 1500 employees
Design, implementation, and management of the customer relationship management strategy, 5 sites in France, 50 employees. (KPIs, budget)
Modeling and optimization of group-level processes and software, focusing on change management and continuous training
Initiation and management of major projects, such as customer journey automation, customer relationship digitalization, partial outsourcing of activities, and service provider management
In-depth analysis of team feedback to adjust tools, knowledge bases, and communication
Regular monitoring of performance indicators to identify improvement opportunities and adjust processes accordingly
Technological watch and continuous process improvement
Promotion of the customer voice in other departments
Maxicoffee.com
E-commerce Customer Relationship Manager
January 2017 - October 2021 (4 years and 9 months)
La Teste-de-Buch, France
Website specializing in coffee - 1 coffee shop - 1 coffee school January 2017 - October 2021 €35 million in revenue - 200 employees
Establishment of clear and measurable objectives (250,000 contacts)
Integration of self-care tools (Chat "Iadvise", chatbot "BotNation", callbot "Calldesk")
Creation of an outbound call center to support B2B business development
Integration of returns management and e-commerce technical after-sales service (implementation of cross-functional processes for returns/after-sales service/customer service/accounting, optimization of internal tools, customer area, and spare parts orders)
Implementation of "in-store" return processes during the opening of the first concept store in 2018