Freelancer profile translated to English.

Description

Imagine a customer experience that transcends mere marketing to become the very essence of your business. You are not just a company in the market; you are a story to be lived, a unique added value for your customers.

With over 10 years of expertise, my goal is to make your customer experience a powerful growth lever:

1. Define a 360° customer strategy within your company

Together, we will explore all opportunities to improve your customer relationships, from the first interaction to loyalty; in order to create a consistent and unforgettable customer experience at every stage.

2. Map and optimize user/customer journeys

With a deep understanding, we will map out the ideal journeys that will lead them to conversion. The goal is to simplify their path to purchase while strengthening their engagement.

3. Master your customer interaction tools with brilliance

From CRM to omnichannel customer relationship management, I will help you optimize your tools to create a fluid and personalized experience for each customer. Effective and relevant interaction is what captures your customers' attention.

4. Turn your improvement projects into concrete successes

My pragmatic approach will ensure that every improvement project implemented generates a measurable return on investment.

5. Combine commercial performance and customer satisfaction

Data analysis will be our ally in measuring the impact of each action on your commercial performance and customer satisfaction. Tangible results that can be shared internally to strengthen your customer-centric culture.

And that's not all!

My tailor-made support will be adapted to your specific objectives. Thanks to my analytical and interpersonal skills, I will provide you with clear recommendations and action plans, directly geared towards concrete results.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 30km), Serris (up to 30km), Le Mans (up to 30km)

STIHL France
Customer Experience & CRM Management | France and Western Europe
RETAIL (SMALL BUSINESS)
March 2025 - Today (1 year and 3 months)
Hybrid role with a dual dimension: CX & CRM referent for the French subsidiary, and member of the CRM strategy team for Western Europe.

CRM Strategy & Management — France & Western Europe
Management of the Microsoft Dynamics 365 CRM tool in coordination with the German headquarters and international subsidiaries · Data quality governance and KPI animation with management bodies · France CRM Strategy · WE: data modeling, dashboard standardization, and globalization of business practices across all countries · Training and live facilitation of teams on the use of Microsoft Dynamics 365

Sales Support & Field Performance
Strategic partner for the French sales management regarding relational quality with the B2B reseller network · Facilitation of sales teams on their portfolio performance · Optimization of field visit strategy: tour planning, AI integration, and optimization of mobile practices · Support for B2B2C customer relations teams and marketing and communication teams for digital campaign implementation

CX Analysis & Customer Satisfaction Management
Deployment of the relational studies and transactional satisfaction survey framework across all B2B and B2C journeys · Statistical analysis of the impact on overall satisfaction · Presentation of insights in management committees to guide strategic and operational action plans · Facilitation and improvement of scores

Relational Excellence & External Recognition
Support for customer relations management in structuring procedures to improve the quality of omnichannel customer relations · Management of STIHL France's first participation in the Customer Service of the Year Award — Winner 2026, Tools category
Commercial Strategy Data Governance Customer Insight AI and Data Analysis sales facilitation
ENGIE SOLUTIONS
Marketing, CX, and CRM Consultant | 18 months
ENERGY AND UTILITIES
June 2023 - January 2025 (1 year and 6 months)
Paris, France
Management of the marketing component design for a major call for tenders for the City of Paris, from initial audit to final bid submission.

As part of a structuring call for tenders for the City of Paris, I managed the end-to-end design of the marketing component — from the diagnostic phase to the final bid submission — covering the entire customer value chain.

Diagnosis & Strategic Framework:
360° audit of the existing ecosystem: mapping of B2B and B2C customer journeys, analysis of business processes, evaluation of marketing, communication, and sales tools. Identification of pain points, functional gaps, and performance levers to structure a coherent and actionable target vision.

Offer Design & Operational Management:
Complete redesign of multichannel customer journeys · Definition of CRM strategy and stack architecture (sales management, digital platforms, omnichannel) · Modernization of digital marketing initiatives and communication campaigns · Deployment of a customer experience measurement framework (NPS, B2B/B2C satisfaction, monitoring KPIs) · 25-year budget planning · Sizing and reorganization of teams

Business Issues Addressed:
Optimization of conversion funnel and commercial performance · Improvement of B2B and end-user customer experience · Identification of partners and structuring of digital interfaces (website, extranet, application) · Structuring of complaint management and multichannel customer relations · Strengthening of brand awareness and image · Performance improvement of customer support teams.
Bid Management Customer Experience Web Marketing Strategy Digital Marketing Strategy Customer Relationship Management (CRM)
BUT
Customer Voice / CX & CRM Management | 5 years+
RETAIL (LARGE RETAILERS)
October 2017 - April 2023 (5 years and 6 months)
Transformation of BUT's customer experience and customer relationship ecosystem.

Strategy & Bidding — Redesign of the CRM ecosystem:
End-to-end management of the call for tenders for CRM tool renewal: collection and structuring of business needs, drafting of functional and technical specifications, management of the tender process, coordination of the PoC, and selection of the provider · Operational deployment of the selected solution and change management for the teams

CX Performance Management — +26 NPS points in 4 years:
Design and deployment of the customer experience measurement framework across 8 online and offline journeys · Management of partners and customer insight collection campaigns · Analysis of performance KPIs and production of operational reports

Cross-functional Project Management:
Management of structuring projects for customer journey improvement · Management of multidisciplinary teams · Coordination of internal and external stakeholders on high-stakes business initiatives

Customer Voice Facilitation & Skill Development:
Facilitation of steering committees at all levels — from the Executive Committee audience to store teams · Training of employees on tools, CX methodologies, and customer culture

Technical & Analytical Expertise:
Mastery of all CRM and CX tools · Data flow architecture · Data analysis and KPI modeling · Design of dashboards and operational reports

Context: Retail · Mixed integrated/franchise network · 300 stores · B2C · Multi-partner environment
NPS CRM Training Facilitation Voice of the Customer Project Management