Freelancer profile translated to English.
Back to original languageAbout Flora
Customer Experience Expert & Marketing Coordinator.
Structuring & managing the customer experience for growing B2B service SMEs.
+ Sales strategy
+ Strategic marketing
I help service providers and growing SMEs structure a clear, consistent, and remarkable customer experience.
My job: transforming a vague, inconsistent, or overly owner-dependent customer journey into a solid, understandable, and differentiating system.
Specifically, I help you implement 4 levers:
- A reputation that works for you (reviews, recommendations, tools, and best practices)
- Facilitated sales (clarity, reassurance, appeal): optimized customer journey and messaging
- Higher perceived value (visible difference, justified prices)
- Continuous improvement (useful feedback, standards, daily mastery)
My approach is pragmatic: we formalize, structure, equip, and then deploy.
I work at the intersection of strategy and operations.
My areas of intervention:
- Strategic marketing & customer experience diagnosis
- Structuring the B2B customer journey (pre/during/post-sale)
- Clarifying positioning and sales messaging
- Creating differentiating experiential concepts
- Consistency of materials (stand, print, digital, sales)
- Loyalty strategy & relationship marketing
- Managing customer reviews & field feedback
- Executive workshops & team training
____
WHO AM I?
➔ 15 years of experience in marketing and business development
➔ Founder of SENSE & Beyond since 2020
➔ +35 companies supported
➔ Speaker / Trainer in Customer Experience (CCI, le Klozer, Business Clubs)
➔ Certified Luxury Attitude & The Secrets of Superior Service
Let's discuss your project:
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- Castorama FranceLocal Marketing OfficerRETAIL (LARGE RETAILERS)October 2023 - October 2023 (1 month)➲ Professionalism, listening, kindness… Flora knows how to take on her missions quickly and effectively, always keeping in mind the quality of the customer experience and commercial performance. It was a real pleasure to collaborate with Flora, and the results obtained are a testament to that. Thank you!
- Castorama FranceLocal Marketing OfficerRETAIL (LARGE RETAILERS)June 2023 - Today (3 years and 1 month)Templemars, France➲ Design and implementation of local campaigns➲ Coordination➲ Project monitoring
- SENSE & BeyondΞ Founder SENSE & Beyond | Customer Experience Specialist ΞCONSULTING AND AUDITSAugust 2020 - Today (6 years)Béthune, FranceACTIVITIES:➲ Consulting - Workshops - Training - Conferences on Customer Experience topics➲ Loyalty - Satisfaction - Reputation - Customer Reviews - Recommendations - Upselling - Customer RelationsSENSE & BEYOND MISSIONS:➲ Develop unique customer experiences to satisfy clients➲ Grow the client portfolio by implementing multi-channel strategies➲ Simplify and enhance customer journeysPROJECTS:➲ Customer journey mapping➲ Customer journey analysis and optimization➲ Customer experience measurement: online reputation analysis, customer reviews, customer surveys, interviews, focus groups, mystery shopping➲ Design and implementation of your relationship marketing and loyalty strategy➲ Experience design, creation of memorable and unique experiences for your customers➲ Customer review management➲ Establishment of local partnerships➲ Marketing and communication strategy (improving your visibility and brand awareness)➲ Customer ambassador network
Reviews
Recommendations
MZ
MP
+1
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Education
- Master 2 Marketing & Commerce, MarketingInstitut d'Administration des Entreprises2010Master 2 Marketing & Commerce, Marketing Activités et associations : Projet Recrutement: promotion de la formation Marketing-Vente de l'IAE de Lille auprès des publics extérieurs. . Développement et gestion des produits et des gammes . Développement et gestion des réseaux commerciaux . Marketing d'événement et de crise . Etudes et décisions marketing . Diagnostic marketing et commercial . Analyses et contrôle de rentabilité de l'offre et des canaux . Motivation et gestion des équipes et des réseaux commerciaux . Gestion et Développement des relations clients
Certifications
- Luxury Attitude Certificate "Luxury is You", Service Excellence TrainingIFG Executive Education2022
- Building and Managing an Entrepreneurial ProjectBGE Béthune2020