Freelancer profile translated to English.

Description

Operations Expert with 10 years of experience in managing operations and transformations in an international e-commerce environment.

Specialized in coordinating cross-functional teams and executing strategies with a strong focus on performance and continuous improvement.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Lyon (up to 50km), Nantes (up to 50km), Lille (up to 50km), Bordeaux (up to 50km)

Marjane Mall
Senior Project Manager in Operational Excellence
E-COMMERCE
June 2025 - Today (1 year and 1 month)
Casablanca, Morocco
Managed a marketplace (~200K orders/month, €20M revenue)
Analyzed KPIs (NPS, cancellations, delays, incidents/anomalies) and identified areas for improvement
Contributed to NPS improvement (+10 pts) through CX action plans
Coordinated logistics, IT, and marketing teams for project deployment
Automated reporting and dashboards using Power BI
Data Analysis Microsoft Power BI Project Management Operational Excellence Expert HubSpot
Bluefox International
Program Manager
E-COMMERCE
December 2022 - June 2025 (2 years and 6 months)
Cholet, France
Deployed operational solutions (tools, processes, automation) to improve customer conversion and acquisition
Structured and optimized the revenue generation system (lead funnel → conversion → loyalty) through data, tools, and processes
Prepared strategic boards, built annual forecasts, and analyzed financial reports (management packs)
Launched and managed structuring initiatives:
- Cost optimization and lean management approaches
- Integration of AI solutions in operations and customer service
- Improvement of customer conversion and loyalty
Revenue Operations Digital Transformation CRM Automation Operational Excellence AI Automation
Bluefox International
Head of Operations
E-COMMERCE
January 2020 - December 2022 (2 years and 11 months)
Jakarta, Indonesia
Managed ~10 managers (cascade organization), overseeing teams of up to 300+ people (internal + call centers)
Contributed to an activity volume of up to 100K orders/month (ID) and 50K (MY), for a cumulative group revenue of ~$30M
Supervised logistics operations: warehouse flow management, shipping time optimization, and carrier selection based on cost/quality
Led IT teams to automate operations and improve productivity (tools, workflows, integrations)
Deployed and optimized tools (CRM, support, payment – e.g., Zendesk, Stripe)
Responsible for operational performance across the entire conversion and CRM funnel: lead generation → qualification → customer conversion
CRM Automation Operational Excellence AI Automation Revenue Operations Digital Transformation

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MBA Finance & Audit
KEDGE Business School
2013
MBA Finance & Audit
Bachelor of Science in Economics and Management
UPMF
2010
Licence Sciences Économiques et de Gestion

Check out Hicham's education

Hicham Jerjini

Operations & RevOps Specialist | Hubspot expert

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