Juliette B.

Freelancer loyalty and engagement strategy:

- Freelancer mapping and segmentation: develop a tailored and optimized follow-up strategy based on business needs

- Close follow-up: 15 individual weekly meetings

- Portfolio engagement: arbitration of individual, "one to many," and global actions (round tables, thematic networking, cross-functional afterworks...)

- Creation of a Malt ambassador network

- NPS improvement

Business development and upsell:

○ Promotion of the referral program

○ Identification of new opportunities (available missions)

○ Development of connections with strategic prospects: clients and external partners on missions outside Malt

○ Complete sales cycle management (prospecting, pitching, closing) for repatriations

○ Maximizing sourcing conversion: client lobbying strategy, close collaboration with internal sourcing teams

Process automation and optimization:

○ Creation and deployment of workflows: onboarding, follow-ups and check-ins, training, events, mission renewals, and end-of-mission procedures

○ Improving freelancer autonomy through optimized tools and processes

○ KPI analysis and reporting

○ GMV reached: €3M in 9 months

○160% of objectivesin Q1,180%in Q2, and200%in Q3

○ Promotion after 8 months in the role

Within the Sanofi and EssilorLuxottica accounts (pharmaceutical and industrial), I was responsible for client loyalty, adoption, and retention, with a focus on upsell and customer experience.

Design and management of a client adoption and engagement strategy

- Definition and implementation of deployment and onboarding plans

- Client segmentation and design of contact sequences based on their typologies

- Preparation and facilitation of QBRs

- NPS tracking

Cross-functional coordination with internal teams (support/product/marketing/sales)

- Definition of internal processes in conjunction with support to optimize client request management

- User feedback to product and marketing teams to enhance customer experience and support account development (assistance with prioritization...)

- Contribution to RFI/RFP responses and design of deployment materials for sales teams

Structuring of internal processes:

- Centralization and writing of use cases, playbooks, and client rituals

- Definition of KPIs (monitoring workflows, segmentation, portfolio engagement).

Responsible for the sales cycle from prospecting to the election of Matera at the co-owners' general meeting.

- Client meeting management

- Campaign/lobbying strategy among co-owners: identification of ambassadors/"champions," definition of a meeting schedule with co-owners, coaching to elect Matera at the general meeting (getting the resolution for changing the management company on the agenda, election during the general meeting despite pressure from the present management company)

- Stress management (general meeting with the management company present)

○Top sales Q1 and Q2 2022 (1st out of 51)

○ Promotion after 4 months in the role for large co-ownerships (> 50 units)