Marcus Lehembre

An engineer by training, I have always been passionate about product and customer experience. I've worn many hats over the last 5 years.

Initially a developer, I then had the honor of taking charge of building and managing the operations of Shine, an online bank for professionals. Currently, I lead and define the strategy for the Customer Experience department (+50 people).

With this rich and challenging experience, I can assist you with the following missions:

- Conduct a thorough audit of your customer journey, identify friction points, and work to reduce your contact rate

- Optimize your internal and external operational processes (potential use of No-code or ability to develop custom scripts)

- Effectively structure your operational team (recruitment and organization) or your customer service, including configuring your tools (Intercom, Zendesk…)

- Define and implement best practices, while offering personalized advice and support.

- Set up automations in your CRM (self-care, expertise on Intercom — Series, Outbounds, Custom Bots, etc.)

- Coach your teams to improve their performance and dynamism

If you aspire to reduce your contact rate, improve your CSAT, or your team's responsiveness, I am ready to discuss your current challenges with you.

Looking forward to meeting you and contributing to your success!