Freelancer profile translated to English.

Description

Are you looking for freelancers to manage your Shopify, your operations, your customer service, and your CRM? I do all four.

I help e-commerce brands in fashion and lifestyle to structure and optimize their online business, from launching a shop from scratch to customer loyalty.

On Shopify, I set up everything from A to Z: theme and homepage, product pages, payment and shipping methods, fraud management, flow setup, shipping management for France and international, multi-currency and multi-language, app installation and configuration, conversion funnel optimization, and API integrations.

For customer service, I deploy Gorgias and Zendesk from scratch: account configuration, integration of all your channels (WhatsApp, Meta, and phone line), rule creation, Shopify connection, macros and workflows, with a tone of voice adapted to your brand so that your team is operational from day one.

On Klaviyo, I implement your complete CRM strategy: segmentation, lifecycle automations, and retention campaigns to maximize customer value.

In parallel, I work on your e-commerce operations: process structuring, inventory management, logistics coordination, and payment management.

Full mission, structuring project, or short intervention on a specific topic: I adapt to your needs.

Languages

English
Conversational
French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 10km)

MATIERE PREMIERE
E-COMMERCE & CRM MANAGER
August 2024 - Today (1 year and 10 months)
Paris, France
E-commerce & Project Management:Management and optimization of e-commerce activities (e-merchandising, conversion, market setup, France & international shipping), management of the WooCommerce → Shopify migration and continuous improvement of customer journeys and digital performance.

CRM (Klaviyo):Contribution to the definition and deployment of the B2C CRM strategy in collaboration with our agency (customer segmentation, lifecycle automations, targeted campaigns) to optimize customer retention and value.

Customer Service Structuring (Gorgias):Implementation and deployment of the tool (configuration, macros, workflows, phone line, website forms), standardization of processes, and reliability of customer data.

Customer Experience:Supervision and coaching of the B2C customer service representative, definition and deployment of customer experience standards.
Payments & Fraud: Operational management of disputes (banks, PayPal) via Shopify and implementation of preventive actions.

Operations & Inventory Management Coordination:Close collaboration with Duhamel, logistics partner, and internal teams to manage inventory levels, France & international flows, and ensure a seamless end-to-end customer experience.
Shopify Operational Excellence Klaviyo Gorgias CRM
NOSE
HEAD OF OPERATIONS
August 2022 - May 2024 (1 year and 9 months)
Paris, France
Management & Organization:Supervision of 4 departments (retail, purchasing, e-commerce, customer service – approx. 20 people), team structuring, and manager coaching.

Performance Management:Definition of business objectives and monitoring of retail and online performance, implementation of commercial action plans.

CRM & In-store Clienteling:Analysis of customer data and deployment of local loyalty initiatives in stores.

Training & Customer Experience:Training retail teams on customer experience standards and handling complex escalations.

Stock & Supply:Forecasting needs, automating replenishment, fiscal inventories, and supplier coordination.

Customer Events:Organization of private events, activations, and customer events in stores.
Magento Zendesk Customer Service Operational Excellence Team Management
NOSE
E-COMMERCE & CUSTOMER SERVICE MANAGER
June 2021 - August 2022 (1 year and 2 months)
Paris, France
Operational Leadership:Management of a team of 8 people (in-house fulfillment and B2C customer support).

In-store and E-commerce Customer Service:Management of customer support via Zendesk, handling escalations, process structuring, and monitoring customer satisfaction indicators.

E-commerce Operations:Management of e-commerce operations and France and international shipping.

Site Performance:Monitoring revenue, detecting technical anomalies, and coordinating fixes.

Payments & Fraud:Dispute management (Adyen & PayPal) and implementation of preventive actions, including the definition and optimization of Adyen case management rules.
Customer Service Operational Excellence Fraud Prevention Zendesk Adyen