Dorra S.

Management of customer satisfaction throughout the entire journey: collection, analysis, and exploitation of insights, KPIs, and NPS/CES/CSAT indicators to guide strategic decisions. Implementation and monitoring of operational action plans, in collaboration with support, UX, data, marketing, and quality teams. Execution of structured post-mortems and experience diagnostics based on targeted surveys, user feedback, and verbatim analysis (customers and advisors). Proactive detection of weak signals and churn risk, with concrete recommendations to strengthen engagement and reduce attrition. Design and deployment of surveys on Mopinion to identify areas for improvement.

Management and analysis of recurring incidents and pain points via Salesforce CRM, daily processing of customer feedback, while providing personalized responses and solutions to each complaint. Use of AI tools and models (Copilot, Databricks, etc.) to automate feedback processing, classify pain points, and prioritize topics with high improvement value.

Wireframe mockups and integration of dynamic blocks on both np6 and BRAZE CRMs. Creation of master templates, testing, and validation on various desktop and web email clients. Active support for product managers and teams in relational marketing, VOD, business, and international club campaigns for their omnichannel campaigns.

Management of the technical and graphical migration of email templates from NP6 to Braze, integrating partner guidelines (Disney+, Netflix, Paramount+, Apple TV, etc.) while ensuring consistency with the CANAL+ graphic charter. Implementation of conditional personalization and targeting, creation and execution of A/B tests, close monitoring of KPIs, and formulation of optimization recommendations. Creation of visuals and graphic materials for digital display across different formats and broadcasting channels.

Design and development of an e-Learning web application. UML modeling of the application. Creation of functional application mockups. Integration of mockups and user interfaces.