Freelancer profile translated to English.

Description

Customer Service Manager with over 6 years of experience in e-commerce, marketplaces, and high-growth environments.

My background has led me to manage customer service departments, structure organizations, support teams, and improve the entire customer journey. I also work on formalizing processes, operational documentation, performance management, and optimizing support tools.

Throughout my experiences at Sephora, Prêt à Pousser, Pepette, and most recently Kiabi, I have worked on various topics:

• Structuring and managing customer service departments (internal and outsourced)

• Managing a project to outsource level 1 (L1) customer support to an external provider, while keeping levels 2 (L2) and 3 (L3) in-house: defining the target organization, preparing the migration, formalizing processes, creating documentation and knowledge base, training teams, monitoring skill development, and performance management

• Creating and improving processes, knowledge bases, FAQs, and macros

• Managing, training, and supporting Customer Care teams

• Implementing and monitoring performance indicators (SLA, CSAT, NPS, backlog, quality)

• Optimizing Zendesk and associated workflows

• Improving customer journeys and collaborating with Product, Tech, Marketing, Legal, and Operations teams

• Managing cross-functional projects related to customer experience

I am currently seeking remote opportunities in Customer Care, Customer Success, operations structuring, documentation, project management, and continuous improvement.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

KIABI
Customer Care Manager
FASHION AND COSMETICS
September 2025 - Today (11 months)
Paris, France
Managed the customer service and user experience of the Beebs second-hand platform, across the entire customer lifecycle.

- Defined the operational strategy for customer service, prioritized projects, and coordinated continuous improvement initiatives

- Managed and organized customer service: priority management (L1, L2, and L3), production structuring, and team coordination

- Managed an internal team of 5 employees: coaching, training, and skill development

- Managed the outsourcing of Level 1 (L1) customer support to an external provider, while keeping Levels 2 (L2) and 3 (L3) in-house: defined the target organization, prepared the migration, formalized processes, created documentation, trained teams, monitored skill development, and managed performance

- Built budgets, prepared activity forecasts, and sized internal and external resources based on projected volumes

- Defined, implemented, and continuously improved operational processes, knowledge base, FAQs, and macros

- Managed performance: monitored volumes, backlog, SLA, quality, productivity, and implemented action plans

- Optimized support tools (Zendesk, workflows, macros, chatbot, and automations)

- Structured and improved customer journeys (purchase, sale, payment, delivery, KYC, disputes)

- Collaborated with Product, Tech, Legal, Finance, and Operations teams to enhance the customer experience
Team Management Customer Service Customer Experience
Pepette
CRM and Customer Success Manager
E-COMMERCE
March 2023 - January 2025 (1 year and 11 months)
Paris, France
CRM:
Managed CRM and PRM campaigns (email, on-site)
⇢ Created, scheduled, and monitored campaigns using the Klaviyo tool
⇢ Reporting and deliverability monitoring
⇢ Strategic thinking around the CRM and social media communication planning
⇢ Implemented A/B testing to improve open rates, click-through rates, retention, and conversion Automation:
⇢ Implemented automations to improve retention (personalized flows based on customer/prospect typology), loyalty, reactivation (abandoned cart, churn-prevention emails), and positioning
Loyalty / Retention:
⇢ Implemented and evolved the loyalty program

Data:
⇢ Identified key targets and opportune moments to send our newsletters
⇢ Precise data segmentation (customer/prospect profiles) to deliver the best message at the best time (database of 35,000 people)
⇢ Analysis of customer knowledge data

CS Manager:
⇢ Supervised the customer service department (managing the team: 2 people)
⇢ Implemented and deployed processes to improve incoming request management, inter-departmental communication)
⇢ Monitored KPIs

MARKETING:
⇢ Managed a team of 2 people
⇢ Developed Pepette's communication strategy (marketing plan, partnerships, social media strategy, product development, organization and participation in trade shows).
⇢ Project management
⇢ Managed external service providers (partners, marketing agencies)
Project Management Klaviyo Marketing Digital Communication
Prêt à pousser
Customer Service Manager
AGRICULTURE
November 2020 - February 2023 (2 years and 2 months)
Paris, France
Joined the company to structure and manage the customer service department alongside the CEO
⇢ Managed Customer Service (recruitment, training, management of freelancers and apprentices):
⇢ Implemented and monitored After-Sales Service KPIs (weekly reporting): NPS, response time, budget management (€1,000 per month), freelance scheduling
⇢ Managed a team of 5 people
⇢ Handled incoming requests (Zendesk, Instagram, and Facebook): 500 tickets per week
⇢ Improved customer experience (product and content, site/app UX, FAQ, processes, ...)
Achievements:
⇢ 92% customer satisfaction
⇢ Average response time reduced from 7 days to 15 hours
⇢ Google rating increased from 2.5 to 4.5/5
Team Management Project Management Customer Service Zendesk Slack