Freelancer profile translated to English.
Back to original languageAbout Louise
Since 2019, I have held the position of Operations Director and Head of CSM in a startup where I contributed to the development and evolution of various services, particularly the Customer Success department. With this experience, I now offer my skills to help companies create or improve their Customer Success team.
Whether for support while awaiting recruitment or for an external perspective aimed at improving your processes and increasing your efficiency, I can assist you on-site (2/7) or remotely (7/7).
🖇️Here are some non-exhaustive examples of tasks for which you can contact me:
➡️Assistance:
✔️Management of quotes, orders, and customer invoicing,
✔️Dispute management,
✔️Tracking of customer payments,
✔️Follow-ups
✔️Bank reconciliations
✔️Documentation, presentation layout
➡️Customer Service Management and Optimization from A to Z
My method:
✔️Sales -> Customer Success handover process
✔️Customer Journey definition
✔️Onboarding process
✔️Definition and monitoring of KPIs and Dashboard implementation
✔️Customer feedback management process between Customer Success & Product
✔️Customer Service setup
✔️CSM team building and management
The commitment I make with you?
💪Develop a team of motivated CSMs who are experts in their portfolios.
🫶Improve processes with cross-functional teams (sales - product - marketing) by placing CS at the heart of operations.
😎My Strengths:
Organized and rigorous, my experience has provided me with many tools and best practices to share.
Curious and versatile, I enjoy helping companies create, structure, and manage their customer service.
Through my work, I am capable of handling complex and urgent situations.
My missions will be defined according to your needs.
I hope to meet you very soon.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- Marmelade AppCOOSeptember 2021 - Today (4 years and 9 months)Paris, FranceTraining organization strategy- Participates in the various certifications of the training organization, particularly CACES- Implementation of Qualiopi certification in 2020 and participation in the validation of the surveillance audit in 2022.- Responsible for monitoring, pedagogical and financial reporting of the training center in collaboration with the CFO and acts as a liaison with the administrative and financial management for activity reporting and invoicing- Participates in continuous improvement in collaboration with the Product Owner, ensuring pedagogical and administrative interests Management of the "trainer network" and CSM team- Ensures coordination between training needs and the trainer network- Acts as a liaison between "customer experience" and the "pedagogy and content" teams to ensure continuous improvement of our offerings- Maintains the skills of trainers and testers with the trainer network manager- Plans, evaluates, and optimizes technical, organizational, and human resources to achieve set objectives- Supports Marmelade's economic growth through process and tool optimization and team management- Implements regular coordination rituals between the different customer department stakeholders Commercial coordination and optimization B2C:- Co-develops the roadmap and associated objectives- Manages operational strategy with the Head of CSM- Implements performance monitoring indicators for the CSM and trainer network department- Implements commercial and operational monitoring processes with the sales director B2B:- Participates in structuring the activity- Implements test training launches before digitalized launch (from administrative part to online deployment on our internal and external tools (admin, application)- Ensures coordination between the training needs of the customer department and the operational department
- L'agence de fabProject ManagerAugust 2017 - December 2019 (2 years and 4 months)95100 Argenteuil, FranceCommercial Management- Interface between the client, internal departments (sales, creative team, logistics, after-sales service) and external services (carriers and installation providers)- Management of Key Account campaign projects (client brief, budget, planning, project monitoring, reporting)- Client support and advice- Sales agent support Operational Monitoring- Briefing, quoting, planning, execution, production monitoring, quality control and delivery, reporting- Verification of order shipments and receipts (France and international)- Implementation of traceability and sharing tools- Management of a sales assistant- Management of an internal installation team (planning, briefing, on-site setup) Administrative Management:- Control and administrative monitoring of client accounts (deposits, invoices, credit notes, follow-ups)- Updating client databases- Responsible for supplier orders (for the installation team, structures, office supplies)/ Purchase Orders / validation of supplier invoices- Implementation of sales contracts
- Decathlon FranceSports ManagerJuly 2011 - August 2017 (6 years and 1 month)Decathlon Paris City, Paris, FranceSPORTS MANAGER - Mountain Department - February 2017 to August 2017 (Decathlon Wagram) - Professionalization contract €7M turnover- Management of a team of 10 employees on flow animation- Stock management.- Management and supervision of commercial operations.- Establishment of a partnership between a hiking association and the hiking department: contract creation, management of donations and communication about the partnership and events organized.- Adaptation of department merchandising in line with local offerings.- Transfer of tools and methods to foster employee skill development.- Participation in employee training on digital transformation processes (100% RFID, connected fitting rooms, new applications, connected terminals, RFID snowshoes for stock checks) SPORTS MANAGER - Nature Department - September 2014 to February 2017 (Decathlon Wagram) - Professionalization contract €4M turnover- Manager of 4 employees for merchandise reception (Permanent flow).- Management of Nature department flows and management of a team of 5 employees for stock checks.- Planning and organization of fiscal inventory and implementation of an anti-shrinkage plan. (Evolution of shrinkage rate from 0.37% in 2015 to 0.29% in 2017).- Execution of the department's commercial policy SALESPERSON - Nature Department - Permanent contract 15h - July 2013 to August 2014 (Decathlon Wagram)- Organization of customer-driven events.- Member of the team responsible for organizing and running the back-to-school commercial operation (employee motivation, internal challenges). SALESPERSON - Water Sports Department - Fixed-term contract - July / August 2011 and 2012 (Decathlon Aquaboulevard)- Mailing of daily performance reports.- Management of individual customer orders- Stock checks
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Education
- Master in Business Management and/or Profit Center Management, Specialization in Marketing, Management, Administration, Human Resources, Logistics, Purchasing, FinanceIFAG2017Master Manager d'entreprise et/ou de Centre de Profit, Spécialisation Marketing, Management, Gestion, Ressources Humaine, Logistique, Achat, Finance
- Bachelor's Degree in Biomedical Sciences, Biochemistry, Biophysics, and Molecular BiologyUniversité Paris Descartes2014Licence Sciences biomédicales, Biochimie, biophysique et biologie moléculaire