Fatima Reiss-Saada

Significant improvement in conversion and security of critical journeys for the ALL loyalty program (Accor Live Limitless) across membership, authentication, and subscription areas – on all web touchpoints (ALL sites, brands, and partners) – in an international high-volume environment - up to 10 million users/month | Team of 12 people

🎯 Strategy & Prioritization

• Definition of directions and roadmap in line with business objectives and OKRs

• End-to-end backlog management from discovery to production

• Arbitration and stakeholder alignment around key issues

🚀 Business Impact

•+18 pointson membership journey completion rate with the implementation of the contextualized Sign-in/Sign-up journey

•−40%of ATO (Account Takeover) attacks on the points conversion journey and accelerated deployment of strategic partners by implementing MFA (Multi-Factor Authentication)

• Direct impact on revenue and active member acquisition following the launch of the ALL Accor+ & ALL Signature subscription cards

• UI/UX improvement and reduction of complaints from hotels through the redesign of the membership journey

📊 Performance & Data-driven Approach

• KPI implementation and analysis

• User journey analysis via Qualtrics, Contentsquare, and Google Analytics

• A/B Testing, User Testing & continuous conversion optimization

• Performance reporting and data-based decision-making

🤝 Delivery & Team Alignment

• Acceleration of time-to-market through Cloud migration, API migration, and streamlining of the delivery process

• Increase in the volume of deployments (releases)

• Enhanced cross-device quality coverage contributing to incident reduction

• Implementation of monitoring, alerting

• Cross-functional orchestration with Business, Tech, Compliance, Customer Care, Security, UX, and Data teams

Creation and development of a B2B2C eCommerce platform dedicated to the digital transformation of local retailers, artisans, and producers, with offer structuring, first customer acquisition, and implementation of high-performance digital journeys | Team of 20 people

🔭 Positioning & Deployment

• Development of the offer and deployment strategy

• Formalization of market positioning, value proposition

• Definition of functional and business priorities

• Business development: tenders, commercial prospecting, subscription sales

📈 Discovery & Performance

• Facilitation of co-creation workshops with merchants, artisans, and producers (Design Thinking, UX Research)

• Support for50 merchantsin the pilot city of Rueil-Malmaison

• Management of solution development in Scrum

• Monitoring of KPIs: traffic, conversion, orders, average basket with Google Analytics

• Continuous enrichment of journeys and user experience

🧑‍🤝‍🧑 Leadership & Team Synergy

• Design of functional and technical architecture adapted to the platform's needs

• Management and structuring of a team of 20 people across 4 departments: Administrative & Legal, Sales & Training, Communication & Design, IT

• Facilitation of governance meetings

• Budgetary plan construction and cost control

🏨ACCOR - 2 years

Redesign of the ALL website booking tunnel and brand sites - 7 million users/month, 2 million bookings/month | Team of 12 people

• Management of developments and coordination with the Delivery Manager

• Feasibility studies, User Story writing & deliverable supervision

• Project governance, quality, and budget control

🚄 OUI.SNCF - 2 years

Responsible for the Run & Build of the loyalty program | Team of 8 people

• Backlog management and scheduling

• Feature implementation in coordination with Tech and Business teams

📱 SFR - 2 years

In charge of customer information journeys (voice & data) | Team of 12 people

• Implementation of functionalities for the customer information scope

• Improvement of service quality on the "My Account" application

• Synchronization of Business Analysis, Tech, and UX teams