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Description

🔥 I don't help startups find clients.

I help those who already have them… to never lose them again.

In the beginning, everything works.

Clients come, the team does its best, everyone manages as they can… and things move forward.

Then growth accelerates.

And that's when it becomes less fluid:

👉 approximate onboarding

👉 clients leave without us really understanding why

👉 stressed teams

Nothing catastrophic in itself.

But it's not what you dreamed of building.

Because deep down, you don't just want 'it to work'.

You want to become a reference.

👉 That's exactly where I come in.

I'm here to structure, clarify, and elevate your customer experience

→ so it becomes so smooth that your clients become your best ambassadors 💕

I intervene in two scenarios:

1. Need for structure

👉 We go back to basics

👉 We identify what's really blocking things

👉 We implement data (no more blind piloting)

👉 We structure onboarding, follow-up, and loyalty

👉 We create useful resources (FAQ, templates, playbooks)

→ Objective: a clear, sustainable system, and an autonomous team

2. Need for reinforcement

👉 Your team is swamped and the workload is overflowing

👉 Peak activity, leave, busy period…

👉 Need someone operational, without hiring full-time

👉 I step in and take over: onboarding, support, client interactions

→ to maintain a fluid experience, without leaving any clients behind

👉 If you want to stop losing clients, structure what's unclear, or simply take a breather: we can talk about it. 💌

PS — Freelance • 100% remote • 1–2 days / week 💻

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Tribus Urbaines
Head of Business Development / RevOps
FASHION AND COSMETICS
August 2024 - March 2025 (7 months)
Geneva, Switzerland
When I joined Tribus Urbaines, the brand was growing rapidly, but the foundations for effective scaling were not yet in place:

❌ No structured data to drive performance.
❌ Underutilized branding, despite an engaged audience.
❌ Services designed for hairdressers, not for clients.
❌ Internal communication issues, creating a rift between management and field teams.

My mission? To bridge the gap between business, branding, and customer experience to turn these challenges into growth drivers.

📊 RevOps & Growth Strategy
→ Comprehensive audit of the existing situation and implementation of key KPIs to drive growth.
→ Strategic redesign of salon services to meet client expectations and boost satisfaction.
→ Analysis of in-store & e-shop sales, applying the 80/20 principle to focus on the most profitable items.

📣 Growth Marketing & Influence
→ Definition of the customer persona to align the entire marketing & sales strategy.
→ Taking over social media. New content strategy, creation of a dedicated team, and implementation of UGC.
→ Launch of first influencer collaborations and strategic partnerships in Switzerland.
→ Organization of professional photoshoots to enhance perceived value and showcase the work of the hairdressers.

👑 Customer & Employee Experience
→ Website UX optimization in collaboration with a webmaster. Goal: improve user journey and boost conversion.
→ Complete overhaul of internal communication. Creation of a structured WhatsApp channel to connect managers & field teams.
→ Implementation of a recruitment matrix and redesign of schedules to streamline HR.
Customer Relationship Management & Customer Experience Audit Definition and monitoring of indicators (KPI) Sales Strategy Marketing Strategy
Deliveroo
Head of NRX pole (supermarkets / On Demand Grocery)
RESTAURANTS AND FOOD SERVICE
June 2022 - November 2022 (5 months)
Paris, France
👉 Participation in the launch and structuring of a new segment at Deliveroo

👉 Support for a new type of client (supermarkets) with specific challenges

👉 Data-first approach:
• identification of segment-specific issues
• adaptation of processes and communication

👉 Account upgrades:
• structuring of pages
• addition of content (photos, product sheets)
• improvement of user experience

👉 Driving role in a developing environment:
• autonomy
• initiative-taking
• rapid adaptation
Data Analysis Customer Success Management Onboarding Project Management
Speexx
Business Development Manager (BDR/SDR)
SOFTWARE PUBLISHING
April 2022 - June 2023 (1 year and 2 months)
Paris, France
👉 Business development with B2B clients (HR, L&D, large accounts)
→ with an approach focused on understanding needs and creating long-term value

👉 Supporting prospects in their decision-making process:
• analysis of training and performance challenges
• tailored strategic recommendations
• projection of ROI and business impact

👉 Hybrid Sales / Customer Success role:
• building trust from the first interactions
• strong ability to understand client expectations in depth
• natural transition to a loyalty-focused approach

👉 Product demonstrations (live demo):
• simplifying complex offerings
• highlighting concrete benefits for the end-user
• adapting the message according to the audience

👉 Transversal view of the customer journey:
• collaboration with internal teams
• understanding product adoption challenges
• contribution to a fluid experience from the initial interactions

👉 Key soft skills:
• clear and impactful communication
• active listening & empathy
• ability to structure a message and guide decision-making
Sales Sales Automation prospecting