Freelancer profile translated to English.

Description

With nearly 15 years of experience in digital communication and e-commerce, I am eager to leverage my skills in a flexible and agile environment. With a dual background in literature and e-commerce, I am comfortable with both editorial and visual content, as well as business and KPI tracking.

My areas of expertise include e-commerce (conversion optimization, performance improvement, traffic generation, multi-channel, UX, etc.) as well as everything related to customer engagement and brand experience (CRM, Brand content, storytelling, copywriting, optimizing online visibility, reputation, and SEO).

Both a "thinker" and a "doer," I can assist you with consulting missions and also ensure the implementation of my recommendations, either as an operational resource or a project manager.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Aix-en-Provence (up to 20km), Paris (up to 10km)

Gojob
CRM - Engagement & Retention Manager
HUMAN RESOURCES
October 2023 - March 2024 (6 months)
Aix-en-Provence, France
- Development and implementation of the user engagement and loyalty strategy
- Creation and management of programs and initiatives to improve user satisfaction and retention
- Analysis of data and key performance indicators to identify opportunities for improving engagement and retention
- Design and implementation of communication and marketing campaigns aimed at retaining existing users
- Collaboration with internal teams (operations, product, support) to optimize the user experience throughout their journey
- Supervision of satisfaction surveys and polls
Relationship Marketing Emailing CRM Salesforce Marketing Cloud DOMO Engagement Strategy Loyalty Customer Satisfaction Satisfaction Survey
Skeepers
Senior Customer Success Manager
SOFTWARE PUBLISHING
January 2022 - October 2023 (1 year and 9 months)
Marseille, France
All along the Customer Journey, and to ensure client satisfaction and retention, I am responsible for:
- Establishing meaningful customer relationships with about 30-40 top accounts as part of my portfolio
- Building a success plan aligned with client business objectives and defining successful KPIs
- Organizing regular Business Reviews to review the Success Plan and define the next goals
- Helping key stakeholders understand the value they are receiving from Skeepers' platform
- Sharing best practices, product roadmap and features which contribute to a better usage
- Balancing the long-term vision with the operational plan
- Collecting data and information to measure the satisfaction and the success (CSAT, NPS, ROI, etc)
- Transforming my customers in active references and Ambassadors
- Internally, being seen as a customer advocate by analyzing customer data, supporting the Sales team by detecting upsell or cross-sell opportunities, providing the Marketing team information and details on specific customer cases, giving feedback about customer needs to the Product team, having a mentoring approach towards junior CSMs and newcomers
Customer Success Management Customer Success SaaS Customer Satisfaction UGC
DiM
E-commerce Manager DIM Europe
E-COMMERCE
July 2016 - November 2018 (2 years and 4 months)
Paris, France
• Definition of the roadmap and implementation of the commercial, digital, and marketing strategy
• Optimization of customer experience, brand content, brand visibility, and search engine ranking
• Implementation and analysis of commercial KPIs, definition of promotional plans
• Management and implementation of development projects: new features, internationalization, UX, multi-device, omnichannel, A/B tests, customer reviews, etc.
• Selection, negotiation, and management of service providers (transport, payment, conversion, content, integration and development, web marketing, etc.)
• Participation in defining the acquisition strategy (SEA, SEO) and CRM (automated emails, loyalty, retargeting)
• Definition of assortment and collection purchasing, pricing definition, stock management
• Coordination with internal departments (marketing, communication, management control, product, etc.) and service providers (creative agency, brand content, integration and development, logistics, carriers, payment, customer service, etc.)
• Management of a team of 5 people for France, Spain, and the UK