Freelancer profile translated to English.

Description

Customer Experience and Management Committee member, for 15 years I have been supporting organizations facing growth, structuring, and performance challenges, both in management and consulting. I work with SMEs, scale-ups, and general management to diagnose pain points, structure teams and processes, improve retention, and implement data-driven steering.

45+ employees managed · 3 Customer divisions · 2 acquisitions integrated ·

Languages

English
Native or bilingual
Spanish
Conversational
Arabic
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Consultante
Customer & Organizational Transformation
January 2026 - Today (7 months)
Paris, France
Support for SME and scale-up leaders in diagnosing customer pain points, structuring processes, and prioritizing transformation paths.

Recent missions: CRM governance and structuring (Hubspot), redesign of onboarding processes, knowledge base design, and deployment of conversational automations.
Customer Relationship Management (CRM) Customer Success Management Cross-functional Coordination Digital Transformation Change Management
DIGISAP SOLUTIONS
DIRECTOR CLIENT RELATIONSHIP
SOFTWARE PUBLISHING
January 2022 - Today (4 years and 7 months)
Paris, France
Structuring and managing three Customer divisions: B2B, B2C, and Customer Success.

- Management of 45+ employees and creation of middle management
- Definition of Customer strategy within the Management Committee
- Structuring of Customer Success and portfolio segmentation
- Integration of two acquisitions in one year
- Contribution to cross-functional decisions with Sales, Marketing, and Product departments: roadmap, acquisition, onboarding, retention, and cross-selling
- Deployment of automation and AI solutions

Growth context (company): +30% revenue (€240M) · +177k users Results: 7x staff increase · 2% churn · +80% cross-selling · 10-day reduction in onboarding · volume absorbed from 26,000 to 102,000 calls.
Customer Strategy Operational Excellence Employee Experience Performance Steering Growth Strategy
EOSA
CUSTOMER RELATIONSHIP MANAGER
BANKING AND INSURANCE
April 2021 - August 2022 (1 year and 4 months)
Paris, France
Structuring and managing B2C Customer Relationship for two strategic accounts.

- Management of 7+ employees and creation of a team leader position
- Structuring of skill development paths with internal promotions
- Redesign of the B2C customer portal and improvement of customer journeys
- Implementation of KPI-based steering: CSAT, DMT, FCR, and SLA
- Deployment of customer feedback mechanisms and improvement plans
- Service quality management for Malakoff Humanis and TotalEnergies
Results: service quality 30% → 60% · FCR 34% → 78% ·
User Experience SLA Service Quality Digital Transformation Team Management