Freelancer profile translated to English.
Back to original languageAbout Joel
I have built my career as a marketing and digital project manager, working for major groups such as Toyota, Nestlé, and Monoprix. These experiences have allowed me to manage complex projects, ranging from the migration and optimization of digital tools to the implementation of new CRM and customer experience strategies, including the coordination of multidisciplinary teams and change management support.
For example, I participated in the migration of Nestlé's customer contact center to an internal solution, a project that led me to collaborate with international teams and provide on-site training in Portugal. At Monoprix, I contributed to the optimization of the loyalty application and the improvement of the digital customer journey, while at Toyota, I worked on customer voice and innovative customer experience campaigns.
Today, with these experiences, I have chosen to offer my expertise to companies as a freelancer. My objective is clear: to support organizations in their digitalization projects, tool migration, and customer experience improvement, with a pragmatic, results-oriented, and user-centered approach.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- Toyota FranceCustomer Experience and Voice Project ManagerNovember 2023 - September 2025 (1 year and 10 months)France
- Creation and management of User Stories in sprint planning, in collaboration with the Product Manager and Business Analysts.
- Optimization of Salesforce, a key customer relationship tool, based on user feedback and satisfaction KPIs (NPS, CSAT).
- Migration of customer verbatim management tools from Erdil to Qualtrics to improve feedback analysis and refine strategic recommendations. Participation in Agile rituals (daily, sprint planning, retrospective) and coordination with technical and business teams.
- Implementation of dashboards and monitoring of customer satisfaction indicators to drive improvement actions and optimize user experience.
- NestléCustomer Experience Project ManagerSeptember 2022 - September 2023 (1 year)
- Ticketing management (JIRA): creation, tracking, and prioritization of requests for correction and evolution of CRM and customer relationship tools.
- Close collaboration with development teams during weekly meetings to ensure bug resolution and implementation of improvements.
- Ensuring the application of complaint resolution processes by contact center advisors (Foundever) and implementing corrective actions if necessary.
- Creation of dashboards and analyses via Power BI to identify customer pain points and propose strategic improvement areas.
- M'Monoprix MonoprixJunior Application Product OwnerDecember 2021 - June 2022 (6 months)
- Management and prioritization of the product backlog on Jira, creation and tracking of tickets (bugs, evolutions, UX/UI optimizations) in collaboration with technical and business teams around the optimization of the Monoprix loyalty application.
- Daily exchanges with developers, business analysts, and UX/UI designers via Slack and participation in Agile rituals (daily, sprint planning, retrospective).
- Monitoring and testing the Monoprix application (pre-production environment) to identify anomalies before production deployment.
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Education
- MasterECOLE DE MANAGEMENT DE STRASBOURG2023Master
- Communication Bachelor's DegreeIRCOM2019Licence Communication