Freelancer profile translated to English.
Back to original languageAbout Clémence
💻 10 years of experience in fashion and luxury.
👩🏻💼 7 years of experience in digital/e-commerce
I can assist you in creating an optimal and unforgettable customer experience for your clients.
From building a user-centric strategy, to conducting user research, through wireframes and animated prototypes to bring your projects to life.
🔍 UX Research :
- Qualitative and quantitative surveys
- User testing
- Personas
- UX Benchmark
👤 UX Design :
- Information Architecture, Site Map
- Wireframes
- Customer Journey Map
- User Flow
🎨 UI Design :
- Moodboards
- Style tiles
- Design Systems
- Animated prototypes
🖋️ Copywriting :
- Emailing
- Landing pages
- Mock-ups
⚒️ Tools : Figma, Mural, Dartagnan, Zendesk, Iadvize, Prestashop, Slack, Notion, Slite, Microsoft Suite, Google Suite, Google Analytics, Maze, Hotjar
👩💻 Development : notions in HTML, CSS, Javascript
French
Native or bilingual
English
Native or bilingual
Portuguese
Conversational
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- CHANEL PBProduct ManagerLUXURY GOODSFebruary 2022 - July 2023 (1 year and 6 months)Neuilly-sur-Seine, FranceDevelopment of new makeup & skincare experiences for chanel.comIn charged of the packaging feature & development of a new personalization feature (check-out)Gathering requirements from all markets and contributing to roadmap constructionProduct strategy & discovery: defining the vision and strategy, organizing various discoveryworkshops, conducting the User Research. Defining the key metricsProduct design: drafting the design brief, monitoring development of mock-ups andprototypes, constructing customer journeys, leading the user tests, writing functionalspecifications and participation to features priorisation workshopsDelivery & Testing: validating user stories, monitoring developments, organizing variouscommittees, conducting testing, and coordinating testing phases with the RegionsAnalyzing performanceConducting the Go-to-market strategy
- SephoraConsultant in Charge of Customer Experience & JourneysFASHION AND COSMETICSNovember 2021 - January 2022 (3 months)Neuilly-sur-Seine, France- Operations management & prioritization of bug tickets, and follow-up with IT- Analysing the existing processes and writing requirements to optimize the conversion rate- Selfcare journey: content & process optimization
- BonneGueuleE-Commerce Client Experience ManagerFASHION AND COSMETICSFebruary 2017 - September 2021 (4 years and 8 months)Région de Paris, FranceMen Fashion / E-commerceMy mission: Implement a "Client Centric" vision to enhance the customer experience on the e-shop.Digital Project Manager: revamp projects for bonnegueule.fr- Gathering requirements- Mock-ups design and monitoring their development- Writing and integrating contentCustomer Service Manager:(2020 KPIs: 97% satisfaction rate - 40% of customers receive a response in less than 1 hour)- Defining the customer service policy and optimizing processes.- Creating a "Brand Book" for Customer Service (personas, guidelines, Customer Service values...) and building a knowledge base on products and services.- Conducting a qualitative survey to gather insights to improve products and the BonneGueule experience.- Ensuring the proper transmission of information and data to the Development/Quality team to improve products.- Reporting bugs to the technical team and monitoring their resolution.- Recruiting, Management and training of Customer Service advisorsCMS: Prestashop - ERP: ODOO -Automation: Actito, Mailchimp, Shopimind - Dartagnan (email design)Project management and ticketing tools: Redbooth, Trello, Zendesk
Recommendations
Be the first to recommend Clémence
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Product ManagerNoé2023
- UX/UI DesignerIronhack2020Bootcamp intensif en Part-Time (7 MOIS). - Design thinking - Recherche UX - Design UI - Conception interactive - Prototyping - Architecture de données - Développement web - Organisation agile - Lean management - Branding
Certifications
- Product ManagerNoé2023
- CopywritingLive Mentor2021