Dorra S.

Managing customer satisfaction throughout the entire journey: collecting, analyzing, and leveraging insights, KPIs, and NPS/CES/CSAT indicators to guide strategic decisions. Implementing and monitoring operational action plans in collaboration with support, UX, data, marketing, and quality teams. Conducting structured post-mortems and experience diagnostics based on targeted surveys, user feedback, and analysis of verbatim comments (from customers and advisors). Proactively identifying weak signals and churn risk, with concrete recommendations to enhance engagement and reduce attrition. Designing and deploying surveys on Mopinion to identify areas for improvement.

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

Mockup of wireframes 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 for their omnichannel campaigns.

Managing the technical and graphical migration of emailing templates from NP6 to Braze, integrating partner guidelines (Disney+, Netflix, Paramount+, Apple TV, etc.) while ensuring consistency with the CANAL+ graphic charter. Implementing conditional personalization and targeting, creating and executing A/B tests, closely monitoring KPIs, and formulating optimization recommendations. Creating visuals and graphic materials for digital display across different formats and broadcasting channels.

Designing and developing an e-Learning web application. UML modeling of the application. Creating functional mockups of the application. Integrating mockups and user interfaces.