Freelancer profile translated to English.

Description

💬 Customer Success Manager & E-commerce Customer Relations Specialist

I support e-commerce brands in managing and optimizing their customer relationships, transforming their support into a genuine lever for loyalty and growth.

🔹 What I can do for you:

• Outsourced customer support management (emails, chat, order tracking, after-sales service).

• Implementation and optimization of CRM processes and tools (Zendesk, Klaviyo, Mailchimp, Shopimind).

• Creation and improvement of FAQs, templates, and automations for increased efficiency.

• Monitoring and analysis of KPIs (response time, NPS, customer satisfaction).

• E-mailing and customer loyalty strategy (newsletter campaigns, automations).

• Community management and social media support.

🔹 Why work with me?

• 5+ years of experience in customer relations & digital (cosmetics, decor, retail).

• E-commerce specialization (Shopify, Prestashop, WordPress).

• Experienced in remote work and autonomous in mission organization.

• Empathy, rigor, and customer service focus.

• Fluent English → ideal for managing international clients.

👉 My goal: to help you provide a smooth, human, and memorable customer experience that increases customer satisfaction and loyalty.

Industry field of expertise

Languages

Spanish
Basic
English
Fluent
French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Ferflex
Digital Communication and Marketing Officer
E-COMMERCE
February 2023 - July 2024 (1 year and 5 months)
Biarritz, France
Online customer service management: handling customer inquiries, order tracking, and after-sales service.

Customer community management on social media.

Design and distribution of e-mailing campaigns focused on conversion and loyalty.

Collaboration with the web team to optimize user experience.
Community Management Email Marketing Customer Service
Les Laboratoires de Biarritz
Community Manager
E-COMMERCE
May 2019 - October 2022 (3 years and 5 months)
Biarritz, France
Management of social media strategy & animation of social networks (Instagram, Facebook, Pinterest, Linkedin, Youtube)

E-commerce customer relationship management (responding to inquiries, order tracking, complaint handling).

Animation of the e-commerce site on Prestashop and implementation of CRM campaigns.

Production of engaging content to strengthen customer loyalty.
Community Management Digital Communication Customer Service CRM Web Marketing Strategy
Emilia Delacour
Digital Strategy & Customer Relations Consultant
E-COMMERCE
February 2022 - Today (4 years and 4 months)
Saint-Malo, France
Strategic support: CRM (Klaviyo, Mailchimp, Shopimind), social media, and e-mailing campaigns.

Outsourced customer service management for e-commerce SMEs (emails, chat, order tracking, complaint handling).

Implementation and optimization of processes (FAQs, automated responses, templates).

Improvement of customer satisfaction.
CRM E-commerce Web Marketing Strategy Customer Service