Freelancer profile translated to English.
Back to original languageAbout Laurène
🎯 Professional passionate about customer experience, human relations, business performance, and achieving objectives. With solid experience in international and regional environments, I have held various roles ranging from project management to defining and deploying Customer Experience strategies.
Possessing natural leadership, I demonstrate agility, curiosity, and a strong collaborative spirit. I learn quickly, adapt easily, and enjoy evolving in transforming environments.
Open to new technologies, tools, and sectors, I am always seeking new challenges.
🎓 Graduate of a Master's in International Marketing and Project Management from SKEMA Business School (2011) and recently completed the certified program in Artificial Intelligence and Data Marketing from Mines - Telecom.
💼 Areas of expertise:
- Customer journey mapping & Customer Experience strategy
- Voice of the customer (VoC) – Analysis of pain points and customer insights
- Data analysis to improve customer journeys
- Change management
- VOC, CRM, Marketing Automation platforms
- Deployment of international and regional strategies
- Project management - PMP certified
- AI automation of contact channels and conversational design (chatbot, voice bot, Whatsapp)
English
Fluent
German
Conversational
French
Native or bilingual
Can work on-site
Paris (up to 20km), Lyon (up to km), Bordeaux (up to km), Marseille (up to km), Lille (up to 10km)
Experience
- Europcar Mobility GroupGROUP SELFCARE & DIGITAL SOLUTIONS MANAGERTRAVEL AND TOURISMNovember 2022 - Today (3 years and 7 months)Paris, France| Digital Marketing - Customer Engagement | BtoC/ BtoB - 3 brands | C-Level ContactProduct Manager (Certified PMP: Agile and SaFe methods)- Deployment and implementation for 12 countries of a SaaS self-service platform - knowledge management - Liaison with the product team: launch of a call for tenders with 5 solution providers, RFI, RFP, specification writing, coordination of PMO, PO, PM, Developers.- Management andredesign of the Helpcenter(content, UX, design) for 12 countries - Knowledge and content management- Management ofdigital contact channelsand conversational tools: virtual assistant (Chatbot, Livechat), AI integration for automation and contact deflection, social networks, WhatsApp, Messenger- Tools used:Salesforce Service Cloud / Intercom / Whatsapp / GA4 / Smart Tribune / Confluence / Nice CX Mayday / Figma / Miro
- FREELANDCUSTOMER & USER EXPERIENCE MANAGER (CX & UX)CONSULTING AND AUDITSNovember 2020 - November 2022 (2 years)Paris, FranceDigital Marketing - B2B Marketplace for freelancers and independent contractors - 8 brands - Direct management of 3 freelancers (2 UX researchers, 1 UI designer) | C-Level ContactUX Manager:- Definition of the UX research roadmap 2022- Launch of user studies(User Research)to determine the needs of our prospects and clients |+200 user interviewsconducted for 6 studies-Recommendations and design of digital toolsto optimize lead generation (UX Workshops Six to One)- Design of aFreemium digital interface for prospect profiles(User research, Wireframes, User testing with Testapic)CX Manager:- Audit of customer/consultant journeysand user research on customer needs to optimize the Customer Journey for all brands (6 different personas)- Definition of the CX roadmap 2022 with the launch of a SaaS VOC (Voice of the Customer) tool platformKey Results:- Strategic recommendations that led to the development of new digital interfaces- Launch of a Freemium offer- +12% lead generation thanks to new interfaces and lead generation forms
- ALLIANZ TRADEGLOBAL CUSTOMER INSIGHTS MANAGERBANKING AND INSURANCESeptember 2019 - March 2020 (6 months)Paris, FranceGroup Marketing, Sales & Distribution Management | B2B | C-Level Contact - Cross-functional management with 7 RegionsDirect management of a junior project managerDigital Project Manager:- International deployment of a customer engagement platform: 360° view of the customer journey and digital tools architecture (NPS, customer satisfaction, customer effort).Key relationships: IT, Operations, Legal, Finance, Purchasing, Allianz Group, Data- Creation of a new CX Strategy for NPS and customer satisfaction surveys at all key points of the journeyCustomer Insights Manager:- Activation of Top-down NPS and Bottom-up NPS studies with regions and group functions- Analysis and monitoring of insights for 7 regions, strategic recommendations, and action plans based on pain points.Key Results:➡ Definition of business needs, solution design, investment plan presented to the board (€1M), new strategy developed with the regionsin 6 months +10% response rate thanks to the new platform➡ Creation of an automated report for regions with implementation in the CRM
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Education
- AI and Data MarketingInstitut Mines- Télécom Business2026- Intelligence Artificielle - Définir une stratégie marketing IA et déploiement d'outils avec de l'automatisation en Publicité et en Relation clients - Data marketing et déploiement de modèles prédictifs en Python
- Master in ManagementSKEMA BUSINESS SCHOOL2011Marketing - Sales - International business - Digital