Freelancer profile translated to English.

Description

Customer relationship encompasses a multitude of touchpoints. Email, phone, website, in-store, chatbot, etc...

I act at all levels, both from a strategic and operational point of view.

Yes, I structure and then I also get my hands dirty.

To evolve your customer relationship processes, organizing feedback is one thing, but participating in it with your teams is another.

Need a customer experience/relationship strategy?

Need in addition or just an experienced operator to manage your customer feedback flow?

I am at your disposal for a discussion about your situation and needs.

Industry field of expertise

Languages

Chinese
Conversational
Spanish
Basic
English
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

Toulouse (up to 50km)

Builder Systems
Senior Customer Experience Manager
RETAIL (LARGE RETAILERS)
August 2023 - Today (2 years and 10 months)
Toulouse, France
Annual volume processed: 70K Tickets, 40K Calls, 15-30 agents and technicians.

Harmonization of CRM digital tools (CRISP, Aircall, Comunik) and ERP (Native).
Redesign and simplification of the company's contact points.
Supervision of multi-channel teams: telephony, messaging, tickets.
Management of a call center and its budget.
Simplification of customer journeys with automation and AI integration.
Chatbot launch via automation and AI = Knowledge base.
Training of teams and B2B users on new processes.

Backlog: 2023/11 -> 1400 requests. 2024/11 -> 100 requests.
Increase in SLAs on marketplaces: Amazon, Leroy Merlin, Manomano.
Lead dispute resolution with consumer associations and B2C and B2B customers (central purchasing level).
Reporting on achievements.
JBM-C
Consultant - Marketing / China Activation
CONSULTING AND AUDITS
January 2018 - July 2023 (5 years and 7 months)
Toulouse, France
Assist companies in their development towards China and go-to-market strategy.

Lacoste: Training on China and other Asian countries' specificities. Market research with input from my experience on the marketing mix.
Muser Company: Negotiation and implementation of distribution solutions in South Korea.
Marketing Branding Business development China Licensing Social media
MRH Sparotica Groupé
Senior Brand Manager / Board Member
FASHION AND COSMETICS
May 2015 - March 2017 (1 year and 11 months)
Shanghai, China
Management of 6 premium fashion brands in the Asian market - Focus China / South Korea.
360˚ brand strategy online / offline: content, KOL, SNS
Marketing-mix activation.
Commercial development under license, retail, multi-brand, franchise, e-commerce
Marketing Communication strategy Branding Press relations Product development customer experience Project management Web project management

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Digital Marketing Expert
Icadémie
2022
Marketing digital SEO / SEA, création de site web
Head of International Affairs
MbWay
2006
École de commerce avec spécialisation en marketing international et business development

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