Emmanuelle Franche

Freelance mission at Qlower, a SaaS startup specializing in tax support for real estate investors.

🎯 Objective: To establish the foundations for a smoother, more coherent, and impact-oriented customer journey.

✔️ Comprehensive onboarding journey audit (friction points, coherence, fluidity)

✔️ Identification of improvement levers and concrete, prioritized recommendations

✔️ Scoping of the future Customer Success department structure (roles, tools, monitoring)

✔️ Collaboration with Sales, Product, and Marketing teams

✔️ Production of concise, immediately actionable deliverables

Mission carried out with complete autonomy, in a demanding startup environment, with a strong focus on user experience and the structuring of a scalable system.

Customer Success, Onboarding, User Journey, Team Structuring, Startup, SaaS, Customer Experience, Audit, Autonomy

Group responsible for managing transport passes for the Île-de-France region.

I successively held three key positions within the Customer Relations department:

🔹 Provider Management

- Monitoring of processing and contact centers

- Tracking of flows, performance indicators (KPIs), coordination meetings

- Management of complex complaints, updating business repositories

- Implementation of specific operations (e.g., refunds due to delays)

🔹 Head of the Imagine R product

- Overall management of the annual subscription campaign (+1 million subscribers)

- Coordination with transport operators (SNCF, RATP, Optile), IDFM, and departmental councils

- Supervision of production teams and operational service providers

- Digitalization of subscriptions and redesign of multichannel user journeys

- Monitoring of performance indicators and support for call centers

- Management of the communication library (mailings, letters, SMS)

- Supervision of product materials: visuals, posters, emails, website

🔹 Cross-functional project coordination

- Business support on CRM projects, journey digitalization, continuous improvement, new products, and services

- Participation in the structuring of a community CRM (scoping, business needs)

- Training and support for advisors in the context of opening a contact center in Abidjan

- Validation of training materials, listening, and quality feedback

- Updating business repositories, coordination with project teams, IT, customer relations, and service providers

👉 In 10 years, I have developed comprehensive expertise in customer relations and experience management, journey piloting, quality monitoring, process transformation, and coordination of multidisciplinary teams.

Transport – Service Providers – Training – Quality Indicators – Institutional – Customer Satisfaction – Customer Communication – Cross-functional Project

Responsible for the transport offer in a sector of Essonne, in direct liaison with local authorities and organizing bodies.

🎯 Operational and local authority relations management

- Daily monitoring of the transport offer (schedule, service, punctuality)

- Coordination with local elected officials, inter-municipalities, and supervisory authorities

- Facilitation of line committees and processing of user feedback

- Conducting studies to adapt the transport offer based on regional needs

🎯 Passenger communication & information

- Supervision of passenger information materials (posters, flyers, timetables)

- Updating content for stops, agencies, and physical media

🎯 Quality monitoring – AFNOR and IDFM certification

- Responsible for quality audits for several certified lines

- Analysis of service indicators, field checks, reporting of malfunctions

- Monitoring of quality commitments, relations with service providers and technical teams

Mobility, Local Authorities, Service Quality, Public Transport, Offer Analysis, User Relations, Audit, Communication, Regions