Freelancer profile translated to English.

Description

Hello ☀️ Welcome to my Malt profile!

I am a freelance Brand Content & Influence Manager. With 7 years of experience in the field, I have had the pleasure of collaborating with various brands to create impactful editorial strategies, perfectly aligned with their objectives. Whether it's to increase their visibility, attract quality leads, or boost their sales, my goal remains the same: to ensure their success.

Specifically, what can I do for you? ⬇️

🔎 Audit of existing content: brand, website, application, social networks...

✨ Definition of editorial line, social media strategy, and content...

💡 Development of creative concepts for activation campaigns and/or events

📌 Development and management of influence campaigns

✍🏼 Writing articles, interviews, newsletters, social media posts, white papers...

👨‍👩‍👦 Development, management, and animation of communities and growth monitoring

Companies that have already trusted me:

- Respire

- NOUS Anti Gaspi

- YouLoveWords

- Elinoï

- KparK

- Axa

- Enjoy Trip

Whether for a regular or one-off collaboration, whether you need strategic or operational expertise, I am flexible and ready to adapt to your needs :)

Looking forward to connecting 👋

Emelyne Brunel

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

Respire
Customer Care Manager
FASHION AND COSMETICS
September 2023 - Today (2 years and 9 months)
Paris, France
➡️ Define the strategy, tools, and KPIs to analyze customer service performance.
➡️ Implementation of tools (tenders for ticketing tool implementation, implementation of the Gorgias multichannel tool).
➡️ Work on improving e-reputation on TrustPilot and the Respire website.
➡️ Manage, train, and develop the Customer Care team.
➡️ Responsible for the operational performance of customer service and service levels across all channels to meet expectations measured by NPS (Net Promoter Score) and mystery shopper surveys. Identify weaknesses and failing processes and diagnose areas for optimization to make customer service more efficient.
➡️ Structure, manage, and monitor the department's budget.
➡️ Act as a key contact within the company to work closely with internal teams (e-commerce, logistics, quality, product development, etc.).
Gorgias trustpilot Customer relationship management E-reputation Customer satisfaction Performance management Team management Strategy
Respire
Social Media & Influence Manager
FASHION AND COSMETICS
March 2020 - August 2023 (3 years and 5 months)
Paris, France
➡️ Creation of daily content on various communication platforms (Instagram, Linkedin, TikTok, Facebook...) to highlight the brand, its values, and new products.
➡️ Development of communication plans for each new product launch.
➡️ Creation of brand partnerships & management of external events.
➡️ Creation of influence campaigns and management of relationships with talents.
➡️ Team management (content production & community management/customer relations).
➡️ Budget monitoring.
➡️ KPI and performance tracking.
Content creation Social networks Team management Communication strategy Community management Performance management Partnerships Influence marketing
Agence 65dB - TBWA Groupe
Community Manager - SNCF Account
TRANSPORTATION
October 2019 - February 2020 (4 months)
Paris, France
RESPONSIBLE FOR SNCF COMMUNITIES (crisis management - interprofessional strike):
➡️ Community animation: responding to user questions and other requests generated on social media;
➡️ Management of influencer cases across all themes;
➡️ Identification of high-risk posts and recommendations to the Crisis team;
➡️ Conversational: reacting to trends and posts from travelers/influencers;
➡️ Publishing content on each network and writing copy;
➡️ Media promotion of posts via the MMR platform;
➡️ Proactive monitoring of social media;
➡️ Reports: collecting KPIs.
Community management Digital communication Social networks crisis management