Freelancer profile translated to English.
Back to original languageAbout Fatma
My profile
+20 years of solid experience in multi-country project and program management, digital transformation, Customer Experience, Customer Relations, and operational excellence in the Airline, Luxury, Banking, Retail, FMCG, and Consulting sectors.
Proven experience within Contact Center (CsC) Management.
Recognized for my expertise in change management, business development, and operational excellence, with a resolutely customer-centric approach.
Leadership, resilience, results and business-oriented, with strong relational and negotiation skills, capable of delivering in multicultural and demanding environments.
My value
- Management of multi-country strategic programs/projects
- Digital, CRM, Customer Experience, Customer Relations, contact center management, and partner management
- Performance optimization and operational excellence
- Leadership, change management & team mobilization
- **Air France KLM**: Implementation of the Voice of the Customer and Customer Satisfaction multi-country program, CX, Improvement of customer journeys, management of international partners, improvement of ground operations performance.
- **Dior / LVMH**: Setup of 3 Customer Relations Centers (Tokyo, Seoul, and Hong Kong), location study for the Europe CsC, Built and Run, P&L, vendor selection and management.
- **Philip Morris France**: B2B digital transformation, development of the Customer Service Center (productivity, quality, business development), P&L, team management, selection and management of digital agencies and CsC providers.
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- PHILIP MORRIS FRANCE:Manager Digital & Client Service Center B2BRETAIL (SMALL BUSINESS)August 2024 - Today (1 year and 10 months)Puteaux, France• o Definition and execution of the B2B digital strategy in line with PMI's "smoke-free" vision and the retail activation plan.• o Management of the digital platform deployment, CRM campaigns, and gamification programs to accelerate adoption.• o Results: 107% of the Sales Points objective, 130% of weekly active users, 411% of activation campaigns, and 166% of completed tasks.• o Improvement of CSC efficiency (+80% of outbound calls), increase in sales (+30%) and retailer engagement through a commercial coaching program for advisors.• o Deployment of Salesforce Service Cloud to strengthen the 360° CRM vision and optimize processes and services.• o Management of a team of 5 people, a digital agency, external service providers, and a budget of €2.7 million.
- PHILIP MORRIS FRANCE:Project Manager, Direct Distribution ModelRETAIL (SMALL BUSINESS)May 2024 - August 2024 (3 months)Puteaux, France• o Implementation of the direct sales model with Salesforce e-ordering, SAP Logistics, and Order-to-Cash.• o Coordination of Sales, Supply Chain, IT, and Finance teams.
- SOCIÉTÉ GÉNÉRALE:Project Data DirectorBANKING AND INSURANCEJuly 2023 - February 2024 (7 months)Fontenay-sous-Bois, France• o Direction of the Data Lake program within the Correspondant Banking department, delivery of the MVP and compliance/risk reports under Power BI.• o Facilitation of Steering Committees, Agile ceremonies, backlog prioritization under Jira, and cross-functional communication. Management of 5 people.
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Education
- Executive Certificate: Leading with Data Driven Strategies and AnalyticsESSEC Business School2022Executive Certificate: Leading with Data Driven Strategies and Analytics
- DEA (Master 2)ENPC École des Ponts Université2001DEA Transports