Emeric Vallespi

Customer relationship management

Implementation of tools and processes to acquire and retain new customers (emailing, Ads, ...)

Management of (a few) customer complaints

Configuration of the Shopify store for optimal customer experience

Study and implementation of the customer journey (conversion rate improvement)

SaaS B2B / B2B2C Platform # Achievements: Reduced customer onboarding phase from 1 month to 1 week, Improved Net Promoter Score from -35 to +25 by enhancing the overall experience (Ticket satisfaction rate, incoming/outgoing calls, community management, ...), Implementation of a new CRM and associated Customer Service platform (HubSpot & HubService), Complete redesign of the customer interface after auditing the "Customer journey map" (with the help of an UX/UI designer), Creation of 3 segmented teams and associated processes (Onboarding, Support & Success). Overall customer experience management:

● Management and development of onboarding, customer service/customer care, customer success, and community management teams. (Hiring, training, coaching, evaluation);

● Supervision of customer complaints, dispute resolution or level 3 tickets, definition and monitoring of objectives with the CEO: Net Promoter Score (NPS), Churn Rate, Customer Effort Score (CES), Customer Satisfaction Score (CSAT), Monthly Recurring Revenue (MRR), Expansion (Cross-sell, Upsell, ...);

● Definition & implementation of all customer-related processes and procedures (General Terms and Conditions, Low Touch / High touch strategy, automation, invoice collection, ...);

● Identification and analysis of customer difficulties, needs, and feedback to propose "product" improvements (bugs, features, UI/UX);

● Definition and management of allocated resources: tools (CRM, Ticketing, VoIP Telephony, internal and customer knowledge base, ...), service providers, recruitment; #Onboarding, #CustomerCare, #Process, #CustomerSuccess, #Product, #CustomerExperience, #Management, #Churn, #CRM, #Upsell, #CommunityEngagement #OKR #KPI #SaaS #B2B

- Study of draft laws and proposals;

- Preparation of parliamentary hearings and committees;

- Proposals, drafting, and study of amendments;

- Participation in parliamentary group meetings;

- Legislative & political monitoring;

- Relations with local elected officials and citizens;

- Social media strategy and publication, direct mailing, website. Co-Campaign Director with the candidate:

- Definition and implementation of the strategy;

- Drafting of campaign documents (leaflets, booklets, statement of faith, ...);

- Drafting of engagement posts and "campaign journal" on social media;

- Mobilization of volunteers (social media, events, markets/stations/...);

- Preparation/participation in public/media speaking engagements. Main skills used: communication, community management, social media, public relations, institutional relations, press relations, legislative and regulatory monitoring, law, event management, advocacy, public affairs / lobbying.