Freelancer profile translated to English.

Description

Expert Post-Sales Omnichannel & Product Leader Retail

I transform post-purchase journeys (returns, claims, after-sales service) into customer loyalty and operational efficiency drivers, in complex multi-BU retail environments.

Why contact me?

I am one of the few French consultants to combine:

→ 7 years of product management at ADEO (Leroy Merlin, Bricoman, Weldom…) on omnichannel returns and claim management

→ 25 years in retail, including 15 years in management (E-commerce, Marketing, Sales)

→ An impact-oriented, structured, measurable approach

Concrete results achieved:

Drastic reduction in support SLAs (ADEO)
Customer refund time: 45 → 8 days (Leroy Merlin France)
Customer LTV x2 for buyers-returners
Churn reduction
Drastic reduction in return fraud via AI scoring
+9% in customer loyalty revenue (Leroy Merlin France)
Convergence of Castorama / Brico Dépôt tools (Kingfisher)

Who I work with:

E-commerce, Customer Relations, Product, IT, and Executive Management of omnichannel retailers and brands who want to:

Frame complex post-purchase transformation
Manage a cross-functional Business / IT / Ops program
Optimize after-sales service / returns / claims journeys
Align BUs around a core product model

My approach:

Pragmatic, impact-oriented. I bridge the gap between Financial Departments, IT Architects, Executive Sponsors, and field teams. I work in French and English, in international multi-BU environments.

Methods: Product Management, Discovery, Event Storming, Agile, Lean.

**Immediately available**. Based in Lille — assignments in Hauts-de-France, Paris, remote.

Let's discuss your post-sales challenge: the first discussion is free and concrete.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Lille (up to 50km), Paris (up to 10km)

ADEO - AHS PLATFORM
Project Manager Support & Claim
RETAIL (LARGE RETAILERS)
October 2025 - April 2026 (6 months)
Ronchin, France
CONTEXT
Intervention within ADEO's AHS platform on service sales and incident management processes for order execution or post-construction claims, in a multi-BU environment with operational fluidity and processing quality challenges.

MISSION
Define business opportunities, structure needs, and evolve support & claim management solutions to serve teams and enhance customer experience.

BUSINESS ACTIONS

- Scoping of opportunities reported by BUs on service sales execution processes
- Qualification of business needs and formalization of functional requirements
- Improvement of task management for better control of automatic alerts, workflows, and priorities
- Optimization of inbound management and processing circuits
- Structuring of claim management

PRODUCT MANAGEMENT

- Implementation of team rituals: Daily, Weekly sync with Business Owners, Sprint planning
- User interviews (bi-monthly)
- Opportunity Solution Tree (OST) analysis
- Prototyping with UX and testing with BUs

- Building solutions within the platform's various products: writing EPICS in Jira
- Identifying dependencies with Architects
- Constructing the Roadmap and preparing Quarter Plan Planning

CONTRIBUTIONS / IMPACTS
- Implementation of a more robust framework for support and claims, with better visibility for teams, improved processing quality, and reinforced consistency between business needs and product execution.
- 30% reduction in SLAs
- Significant structuring with the creation of the "Claim" data model and Business Object

TECHNICAL ENVIRONMENT

- METHODOLOGY: Scrum / Agile, Lean Management / Product Management
- TOOLS: Zendesk / Jira (backlog & sprints, kanban) / Confluence (documentation) / Miro (journey mapping and collaborative workshops), Google Suite
Claim Management Product Management Zendesk Functional Scoping Product Roadmap
ADEO - CCDP PLATFORM
Business Product Leader – Post Sales / Omnichannel Returns
RETAIL (LARGE RETAILERS)
January 2022 - September 2025 (3 years and 8 months)
Ronchin, France
CONTEXT
Product management of post-purchase return topics within ADEO's CCDP platform, with challenges related to omnichannel consistency, operational performance, and customer experience improvement.

MISSION
Deliver on the omnichannel returns promise, converge BU needs towards a Core Model, and drive product evolution across a cross-functional, high-business-impact scope.

BUSINESS ACTIONS

- Management of the omnichannel returns promise for online and in-store. Evolution of customer experience-oriented journeys
- Tracking the causes and costs of returns, and driving continuous improvement to reduce costs
- Implementation of a customer CSAT
- Limiting return fraud
- In coordination with Supply Chain, optimizing the physical product return flow

PRODUCT MANAGEMENT

- Identifying BU-specific functional or legal requirements and integrating them into the product roadmap
- Implementation of AI systems to detect return fraud: drastic reduction in fraud cases
- Contribution to the reduction of processing SLAs for employees
- Increase in employee NPS and customer NPS
- Facilitating UX, Architects, Digital, and Developer teams
- Organizing ideation workshops, Blueprint, and Event Storming sessions

CONTRIBUTIONS / IMPACTS
- Strengthening transverse governance on returns, better stakeholder coordination, and consolidation of more consistent, reliable, and clear post-sales journeys for BUs.
- Drastic reduction in return fraud
- Improvement of customer NPS
- Improvement of LTV: customers buying twice as often and twice as much in value

TECHNICAL ENVIRONMENT

- METHODOLOGY: Agile, Product Management, Example Mapping
- TOOLS: Colibra (Data Objects platform) / Qualtrics / Jira (backlog & sprints, kanban) / Power BI / Confluence (documentation) / Miro (journey mapping and collaborative workshops), Google Suite
Reverse Logistics Product Leadership Customer Experience (CX) Event Storming Microsoft Power BI
LEROY MERLIN France
Project Manager Returns – Omnichannel Order
RETAIL (LARGE RETAILERS)
January 2019 - January 2022 (3 years)
Lille, France
CONTEXT
Overhaul of the returns promise within Leroy Merlin France's omnichannel order, with strong expectations regarding market differentiation, journey fluidity, and operational efficiency.

MISSION
Update the returns promise, define target evolutions, and advance tools and processes in line with the brand's omnichannel strategy: make Leroy Merlin competitive and then differentiated in omnichannel product return journeys.

BUSINESS ACTIONS
- Competitive analysis and search for differentiating levers
- Full audit of returns within the brand in conjunction with Performance teams (management control and audit)
- Construction of an intention Roadmap and presentation to the Executive Committee
- Construction of OKRs for management

- Setting up necessary Steering Committees (COPIL)
- Optimization and redefinition of processes and job functions
- Continuous improvement in coordination with After-Sales Service, "second life" initiatives, Supply Chain and transport services, warehouses, and stores

PRODUCT MANAGEMENT
- Coordination of delivery projects and business/IT interactions, particularly with the chosen vendor

- Definition of reverse logistics scope and optimized flows
- Management of change for customer relations and store teams

CONTRIBUTIONS / IMPACTS
- Clarification of the customer promise,
- Realignment of return processes with omnichannel objectives
- Better articulation between business expectations, field reality, and digital solutions.
- Significant gains through continuous improvement
- Reduction in customer churn and positive impact on LTV

TECHNICAL ENVIRONMENT

- METHODOLOGY: Rediscovering cross-functional global journeys through Event Storming, Ideation workshop
- TOOLS: Colibra (Data Objects platform) / Qualtrics / Jira (backlog & sprints, kanban) / Power BI / Confluence (documentation) / Miro (journey mapping and collaborative workshops) / Figma / Google Suite
Change Management Functional Audit Project Management Strategic Scoping omnichannel