Freelancer profile translated to English.

Description

I support companies in their digital transformation and omnichannel customer journey evolution projects, bridging the gap between business needs, user experience, and operational management.

With over 15 years of experience in major retail, distribution, and e-commerce groups, I work on strategic programs combining digital transformation, customer experience, omnichannel governance, and change management.

My expertise includes:

• Management of complex digital programs

• Business / IT coordination

• Structuring and animation of omnichannel roadmaps

• AMOA & team support

• Optimization of customer journeys and digital spaces

• Transverse governance and change management

• Agile framework animation and service provider management

I have notably managed high-volume omnichannel programs involving up to 1500 points of sale, in multi-stakeholder and highly transverse environments.

My approach combines strategic vision, operational pragmatism, and a strong customer experience culture, with one objective: to sustainably transform organizations and facilitate field adoption.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Coopérative U - Distribution B2C
Director of Digital Transformation Program
RETAIL (LARGE RETAILERS)
January 2020 - January 2024 (4 years)
Rungis, France
Manage a transformation program aimed at unifying the customer experience between digital and a network of 1,500 stores.

Context:Fragmented digital ecosystem, non-fluid customer journeys, multiplication of accounts and entry points.

Challenge:Create a seamless customer experience by aligning web, mobile, and stores.

Actions:
Complete overhaul of the digital ecosystem: e-commerce site, mobile application, and single customer space.
Implementation of a unified customer account at the heart of the journeys.
Management of an Agile organization of 70 people (marketing, IT, CRM, customer service).
Implementation of transverse governance to align business and operational objectives.
Large-scale change management for the network.

Results:
2M unique visitors / month
+50% customer account creation
+13% mobile application traffic
-15% bounce rate
Digital Transformation Change Management & Transformation Program Management Team Management Customer Journey
METRO FRANCE
Digital Communication & E-Marketing Manager
AGRICULTURE
January 2014 - January 2020 (6 years)
Nanterre, France
Create and structure the digital communication & e-marketing department to modernize customer relations and support e-commerce performance.

Context:Lack of digital structuring and omnichannel relational approach.

Challenge:Build a brand digital strategy and structure customer relations on a large scale.

Actions:
Creation and management of a team of 9 people (social media, brand content, e-CRM).
Definition and deployment of the digital and editorial strategy.
Overhaul of the e-CRM strategy to strengthen loyalty and commercial performance.
Coordination of national and international digital projects.
Change management for the network of 93 stores.

Result:
Creation and structuring of a sustainable digital department, which has become a key lever for customer relations.
Team Management Change Management & Transformation Digital Transformation and Strategy Digital Communication Strategy eCRM
METRO FRANCE
E-commerce Project Manager
AGRICULTURE
January 2012 - January 2014 (2 years)
Nanterre, France
Manage structuring e-commerce projects to improve customer knowledge and commercial performance.

Context:Need to better leverage customer data to support commercial effectiveness.

Challenge:Implement tools and journeys to improve the performance of field teams.

Actions:
Deployment of a customer knowledge tool for 250 sales representatives.
Management of e-commerce projects.
Coordination of internal and international stakeholders.

Result:
Improved commercial performance and customer data utilization.
International Project Management Change Management & Transformation Writing Operating Procedures Cross-functional Coordination User Journey