Jennifer F.

Optimization of e-commerce journeys and omnichannel customer experience. 6 European sites.

Responsibilities: ensuring product vision and deploying it on the roadmap.

Product Management: product strategy (discovery, delivery, growth), product organization, roadmap construction, CRO strategy, backlog prioritization, KPI definition and monitoring, ceremony facilitation, change management support, product acculturation.

E-commerce: implementation of e-commerce strategy according to OKRs, identification of opportunities, monitoring of site KPIs and daily operations. Test & learn approach. Monthly KPI presentation / business reporting.

Omnichannel Customer Experience: continuous improvement (Agile) across the entire journey, including post-purchase (delivery, returns, etc.), implementation of new services, NPS monitoring and actions, immersion in customer service and retail teams.

Offer: merchandising strategy, recommendations (AI tools, Target2Sell, Einstein), product stock/size issues, bundles, highlighting product content and collections.

Transverse management on projects, leading the digital part. Coordination with merchandising, collection (=product offering), supply chain, and IT teams. Strong link with Customer Service to maintain a good quality of service.

Omnichannel and/or CSR projects:

- Unified stock

- Click & collect

- Returns Project

- PSP Change

- Mobile application (e-shop + second-hand exchange)

- Digital second-hand: selling second-hand products online

- Omnichannel gift card

- Launch of the first Petit Bateau perfume

- Brand platform redesign (new graphic and editorial charter, brand page, etc.)

- Traceability and transparency

Missions focused on optimizing omnichannel customer journeys

Product Owner (Agile Safe) | Société Générale | 2018 to 2020

Digital Products Department. Features Team of 12 people.

OKR: increasing acquisition conversion rate and improving customer journey through innovation solutions.

Responsibilities:

1) roadmap prioritization, POC piloting, sprint management (User stories, KPIs, etc.), AB tests.

2) change management support for the transition to Agile, committee facilitation.

Business Analyst | BNP Paribas | 2015 to 2018

Marketing Department as part of a 4-year digital transformation program. Team of 20 people.

Objective: implementing an online account opening process in 10 minutes.

Mission: Requirements gathering, writing functional specifications and user stories, feature prioritization, committee facilitation.

Internal VIATYS | Consultant management, bid responses, training facilitation.

Objectives: group digital transformation, digital acculturation, modernization of brand image.

Management of 3 people (2 assistant project managers, graphic designer).

Responsibilities: 1) Development of the group's digital strategy: project management, site redesign, creation of customer journeys, mobile app, internal digital support, content and editorial creation.

2) Change management, digital acculturation.