Eloïse S.

Continuously improve the customer experience throughout their journey by coordinating cross-functional projects focused on the voice of the customer. My role is to contribute to the continuous improvement of customer satisfaction, identify pain points, propose concrete solutions, and monitor satisfaction indicators, while fostering a strong customer culture at all levels of the company.

1 / Customer Knowledge

- Contribute to understanding KRYS customers and other brands by assisting in the creation of qualitative and quantitative studies, both internal and external.

- Participate in the development of specifications for service providers responsible for studying customer behavior with the Innovation and Studies teams.

2/ Voice of the Customer

- Manage and monitor brand surveys (NPS, CSAT, and other indicators).

- Propose areas for improvement and action plans to contribute to the enhancement of purchase/user journeys and identify friction points.

- Contribute to building the Customer Experience governance.

- Participate in the facilitation of Customer Committees.

3/ Project Management

- Participate in the steering and execution of customer experience project pre-scoping (needs assessment, scope, planning, budget, RACI, risks, etc.) with the aim of accelerating business performance and operational excellence in collaboration with Strategy/DOSI teams and other stakeholders.

- Contribute to project management activities (planning, raising alerts, and arbitration points).

- Ensure coordination of project execution in relation with stores, internal teams, communication agencies, and stakeholders.

- Implement a post-project RUN governance for processes (Committees, Tools/KPIs, RACI, communication, etc.) and ensure change management with the impacted departments.

Management of Bouygues Immobilier customer reviews (creation and management of partnership with Immodvisor, GMB, social media, etc.).

- Export of CRM customer surveys and optimization of customer surveys.

- Review Management (Customer Surveys, Immodvisor, Google My Business, Social Media).

- Implementation of a communication strategy around customer reviews applied to different channels.

- Action strategy and crisis management: customer mediation.

- E-reputation/online reputation monitoring / new digital trends.

- Analysis and optimization of actions using web analytics tools (Google Analytics, Salesforce).

Develop goodwill around the brand both internally and externally.

Social media moderation (Facebook, Twitter, Instagram, YouTube).

Digital Projects:

- Management of cross-functional projects with various company departments (Marketing, Sales, Legal, IT, etc.).

- Employee Advocacy: raising awareness and empowering employees about BI's e-reputation.

- Digitalization of customer support materials (owner's guide, resident's guide, delivery kit, YouTube videos, Customer Area videos, etc.).

- Management of customer/operational team interviews.

- National deployment - new "Cœur de Vie" collections.