Freelancer profile translated to English.

Description

Expert in customer relations in the luxury sector, with extensive experience in the field for brands such as Bottega Veneta, Louis Vuitton, Gucci, and Pierre Hermé. Jean-Sébastien will guide you in imagining, designing, and implementing relational strategies specifically tailored to luxury brand clientele.

By combining his knowledge of luxury brands, their codes and standards, his over 15 years of experience in Customer Experience, and his ability to deploy technical solutions, Jean-Sébastien offers a comprehensive and perfectly coherent vision to manage, improve, and enhance your high-end customer relationships.

Some examples of achievements:

- Design and roadmap for cross-channel services (click & collect, store-to-web) for a multi-brand group

- Deployment of a multichannel customer relations tool (phone, email, chat, social networks excluding CM) for a luxury brand and its international store network (4 hubs worldwide)

- Design and implementation of the technical tracking and relationship management system, based on Zendesk, for the e-Commerce of a premium food brand

- IT strategy and architecture for accelerating the growth of an auction house, leading to the deployment of HubSpot for the teams in each department

- Creation and deployment of a telephone clienteling training program for the store network (approximately 40 stores - over 500 people trained) of a luxury brand

For any luxury or premium brand considering its customer relations, its strategy in this area, or the human and technological resources to implement, Jean-Sébastien can assist you. Do not hesitate to get in touch.

Languages

French
Native or bilingual
English
Fluent
German
Basic

Workplace preferences

Remote only

Primarily works remotely

Gucci
Customer Care Strategy & Roadmap
LUXURY GOODS
March 2018 - September 2018 (7 months)
Florence, Italy
Manager of a team of consultants.
Definition of global customer service objectives and strategy.
Organization, KPIs, flow modeling, sizing, tools.
Creation and validation of a deployment roadmap for the organization, tools, and functionalities.
Customer Service Strategy Luxury Organization
Magimix
Zendesk Configuration and Training
MECHANICAL ENGINEERING
October 2018 - November 2018 (1 month)
Vincennes
Configuration of the tool (Customer Support and Guide - Knowledge Base) for the Magimix brand: consumer service and customer service (eCommerce launch).
Connection to ShipUp and Prestashop modules.
SAAS Zendesk Customer Service Consulting Training
Pierre Hermé Paris
eCommerce Customer Relations Tool Deployment
RETAIL (SMALL BUSINESS)
February 2022 - September 2022 (7 months)
Paris, France
Design and integration of the customer relations system for Pierre Hermé Paris, linked to its e-commerce site and its store network.
- email management, forms, knowledge base, SMS tracking
- telephony tool migration
- complaint management, per-store analysis, tracking dashboard, and customer re-contact process
Retail Customer Relations Telephony Complaint Management