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Description

Graduated Community Manager, specializing in digital customer relations

Are you losing customers without realizing it: unanswered messages, ignored comments, forgotten requests.

I manage your customer interactions on social media to turn every message into an opportunity.

Social media are no longer just for posting content.

They have become a true customer relations channel.

Every day, companies miss out on opportunities simply because messages and comments are not handled quickly enough.

The problem? Customers turn to more responsive competitors. And that's exactly where I come in.

My mission: I help you transform your social media into a true customer relations standard by ensuring the daily management of your customer messages, comments & requests.

What I handle:

- Responses to private messages (Instagram, Facebook, LinkedIn)

- Responses to public comments

- Management of incoming customer requests

- Lead qualification (quotes, information, bookings)

- Identification of priority messages

- Transmission of commercial opportunities

Results:

- No customer message left unanswered

- Improved perceived responsiveness

- Increase in incoming requests

- More professional and reliable image

- Transformation of your social media into a conversion channel

For whom? Artisans, retailers, restaurants, freelancers, VSEs, SMEs, local services.
How? Several packages available, starting from €250/month. All you have to do is choose the level of support that best suits you: Essential, Active, or Digital Concierge.

Contact me for more details and let's set up the solution adapted to your business!

Laura

Industry field of expertise

Languages

French
Native or bilingual
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Marque e‑commerce (secteur confidentiel)
Customer Relations & Moderation Management - Instagram & Facebook - Customer Care
HEALTH AND WELLNESS
June 2026 - Today (2 months)
Toulouse, France
Mission Context
Support for an e-commerce brand in the daily management of its communication and customer relations on Instagram, Facebook, and via email. Intervention to support the internal team to optimize interactions, enhance customer satisfaction, and maintain a consistent brand image.

Tasks Performed

- Management of private messages (Instagram & Facebook)
* Handling of common requests
* Follow-up of conversations to ensure quick responses aligned with the brand
* Facilitating exchanges between the community and the internal team

- Moderation & comment responses
* Proactive moderation to maintain a respectful and professional environment
* Responses to product questions, information requests, and customer feedback
* Handling sensitive interactions with tact, clarity, and consistency

- Customer Service / Customer Care (email & social media)
* Handling simple after-sales service requests
* Follow-up of customer cases and coordination with the internal team
* Improving satisfaction through structured, empathetic, and solution-oriented responses

Mission Impact
- Reduction of after-sales service response time from 48h to 2-3h on average
- Notable improvement in perceived customer service quality
- Strengthening of brand-community communication consistency
- Reduction of tensions in comments through regular and professional moderation
Private Message Management Comment Management Sense of Customer Relations Customer Service Improvement of Customer Satisfaction
LB.
Digital Concierge & Customer Relations
SOCIAL NETWORKS
October 2025 - Today (10 months)
Toulouse, France
Management of customer interactions on Instagram, Facebook & LinkedIn for local businesses to improve their responsiveness & their digital customer relations.

Tasks Performed:

- Response to private messages
- Moderation and response to comments
- Presentation during searches in dedicated groups
- Qualification of incoming requests (quotes, information, bookings)
- Identification of priority leads
- Transmission of commercial opportunities
- Maintenance of a responsive and professional brand image.

Results Obtained:

- Improvement in perceived customer responsiveness
- Increase in incoming requests handled
- Reduction of unanswered customer messages
- Better conversion of interactions into qualified leads
- More professional and reliable image on social media

Client Types:

- Artisans
- Retailers
- VSEs
- Restaurants
- Local Services
Social Media Management Digital Communication Brand Awareness Responsiveness
Nelixair Association
Social Media Manager
AVIATION AND AEROSPACE
September 2025 - Today (10 months)
Mission Context
Support for an association in the complete structuring of its digital presence: analysis of the existing situation, definition of a clear social media strategy, content optimization, and implementation of regular performance monitoring.

Tasks Performed

- Existing Situation Audit
* Analysis of social media, editorial line, content, and overall consistency
* Identification of strengths, weaknesses, and opportunities

- Competitive Audit
* Benchmark of similar associations
* Analysis of competitor strategies, formats, messages, and performance
* Definition of differentiating factors

- Social Media Strategy
* Definition of objectives (visibility, engagement, awareness, conversion)
* Building a clear and consistent editorial line
* Recommendations on formats, messages, and content pillars

- Validation & Coordination with the Community Manager
* Review, adjustment, and validation of the editorial calendar
* Review, adjustment, and validation of content before publication
* Harmonization of tone, visuals, and messages
* Operational monitoring to ensure overall consistency

- KPI Analysis & Reporting
* Implementation of performance indicators
* Monthly analysis of results (engagement, reach, growth, interactions)
* Optimization recommendations based on data

- Mission Impact
* Complete structuring of the social media strategy
* Improvement of editorial consistency and content quality
* Time saving for the team thanks to a clear and anticipated schedule
* Better decision-making through regular KPI monitoring
Communication Strategy Engagement Strategy Sense of Organization Existing Situation Audit KPI Analysis