Clara Prado-Paulin

• • Ensuring brand platform consistency and adherence to brand strategy, including tone of voice

• • Participating in the overall development of the marketing strategy

• • Deploying the B2B and B2C animation plan according to strategic business deadlines (online/offline awareness campaigns, car coverage, photoshoots)

• • Designing and managing B2C and B2B awareness campaigns

• • Producing online and offline communication assets that enhance brand image

• • Coordinating the creation of B2B and B2C digital content and assets (photos, white papers, illustrations, videos) and ensuring their consistency

• • Building and developing the editorial strategy, then deploying the editorial calendar

• • Developing and disseminating an attractive employer brand, both externally and internally.

• • Recruiting new team members

• • Responsible for team skill development: 1. through handling flow tickets, product tickets, and lean management. 2. through identifying necessary resources (e.g., internal or external training plans, for both soft and hard skills)

• • Monitoring KPIs to manage Customer Care team activity (Tickets handled, contact rate, contact cost, DMT, processing volume…)

• • Optimizing the management of peak activity periods by working on workflows and intelligent responses

• • Managing complex customer issues: incidents, escalations, complaints, technical problems.

• • Strategic monitoring and continuous process improvement

• • Contributing to the launch of new services and markets

• - Representing the customer's voice to the business teams (Product, Account Management, Operations).

• Ensuring activity performance by supervising an internal and external team, by implementing processes and tools and by monitoring my team's key indicators (processing volume, contact rate per channel, contact cost, DMT…)

• Growing the team: from recruitment to training new agents and outsourcing to support Zenpark's growth and solution evolution

• Contributing to the launch of new services and markets (eco-district parking, SaaS software for businesses, electric charging services…) as an expert on the customer's voice

• Representing the customer's voice to the business teams (Product, Account Management, Operations…) with the goal of continuously improving our offers and customer satisfaction.