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Mathilde VuillemenotMV

Mathilde Vuillemenot

CRM Loyalty Data | Ecommerce Retail Tourism

€900/day
22 projects
Paris, FR
15+ years
CRM
Loyalty
Customer Insight
Project Management
Relationship Marketing

Average response time: 1 hour

Freelancer profile translated to English.
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About Mathilde

I have over 15 years of experience in CRM and Customer Marketing, in France and internationally in the Retail, E-commerce, and Tourism sectors.
  • Tourism: Accor, PVCP, PONANT, B&B Hotels...
  • Retail & E-commerce: Bellerose, CMonEtiquette, Audioptic...

My expertise:
  • Creation and redesign of loyalty programs
  • Customer journeys and relationship strategies
  • Customer knowledge: quantitative/qualitative surveys, segmentation, analysis
  • Voice of Customer programs
  • Structuring and ensuring the reliability of customer data
  • Customer relations
  • CRM tools, CDP, Marketing Automation / Campaign Management, BI, CX

I can assist you with strategic missions (diagnostic and customer strategy, relationship marketing plan, benchmarks, customer knowledge vision, customer studies, loyalty program design...), and/or with project implementation (RFP or project management for CRM, Marketing Automation / Campaign Management, CX tools implementation...).
[Tools: Salesforce, Qlik, Amazon QuickSight, Medallia, Satisfactory, Qualtrics, Eloqua, ActiveCampaign, Splio, Sendinblue/Brevo, Pipedrive, AssoConnect...]

Mission frameworks:
  • Business vision with consideration of data and technical challenges
  • Formats: consulting, training, or interim management
  • Ability to work on multi-country projects

I also offer a "Customer Diagnostic" service for SMEs and startups (annual revenue > €500k). Would you like to assess the potential for customer value development? Are your acquisition indicators and customer base growth slowing down? I will analyze your customer base (profile, retention, lifetime value, virtuous purchase journey...) and provide you with a complete quantified diagnosis, key customer challenges to address, and an action plan.

Looking forward to discussing,

Mathilde
E-commerce
Hotel industry
Retail (Small Business)
Air Transportation and Tourism

  • French

    Native or bilingual

  • Spanish

    Fluent

  • Portuguese

    Fluent

  • English

    Fluent

Can work on-site
Paris (up to 15km)

Experience

  • Freelance
    Senior Consultant Loyalty, CRM and Customer Knowledge
    CONSULTING AND AUDITS
    October 2021 - Today (4 years and 8 months)
    Paris, France
    Retail | E-commerce | Tourism
    - Customer diagnostics (retention rate, LTV, cross-sell...) : identification of customer/prospect insights and marketing challenges
    - Customer knowledge roadmap and marketing analytics support
    - Project management for the selection of Sales & Marketing stack tools and/or their implementation (CRM, CDP, Campaign Management / Marketing Automation, Loyalty Management, Experience Management / Satisfaction)
    - Implementation of quantitative and qualitative studies (from questionnaire design to analysis)
    - Design of loyalty programs and loyalty strategies, including CRM and relationship marketing plans
    CRM Market Research Loyalty E-commerce Data Analysis
  • French Address
    Founder and Manager
    E-COMMERCE
    September 2020 - Today (5 years and 8 months)
    Paris, France
    Manager of www.french-address.com, an online store for French decoration (target: B2C, markets USA, Canada, South Korea)
    Main activities: website creation and management, assortment building, commercial management, marketing strategy (content, social media, SEO, SEA, email, partnerships), financial management.
    Business Creation Shopify E-commerce Marketing Pinterest Content Marketing Google Analytics Facebook Marketing Google AdWords SEO
  • PONANT
    CRM Manager
    TRAVEL AND TOURISM
    August 2017 - April 2020 (2 years and 8 months)
    Marseille, France
    Customer analysis and marketing performance measurement (ROI, segmentation, customer journeys)
    Voice of Customer: satisfaction, quantitative and qualitative studies
    Database management: quality optimization, enrichment, segmentation, and targeting
    Business lead for Salesforce implementation: specifications, recommendations, key user coordination

    CRM Customer Satisfaction Marketing Study ROI Data Quality Project Management Team Management Salesforce
Check out Mathilde's experience

Reviews

5.0

Out of 15 ratings

V

Victor

Groupe PVCP

Reviewed on 6/12/2023

It was a real pleasure to work with Mathilde on our project to migrate our customer satisfaction and e-reputation monitoring tool; Mathilde has excellent qualities to successfully complete such a mission. -Quick understanding of the project to offer us tailor-made support and the right project methodology to implement for the project, in a multi-brand, multi-language environment. -Adaptability at all times: to our organization, our technical environments, the roadmap... -Leveraged her industry experience, technical expertise, project management skills (governance definition, steering committee, project committee...) and her very good understanding of business needs and challenges to allow us to move forward in good understanding, with great listening and benevolence. - Exceptional commitment to our group's service to defend our needs and interests, and ensure the project's success and timely delivery in a particularly complex context. We highly recommend Mathilde for such missions. A big thank you! See you soon. »
C

Cyril

Canal Santé

Reviewed on 4/12/2023

Mathilde is an extraordinary consultant; intelligent, flexible, serious, and above all PATIENT! My specifications were not simple, but she took the time to achieve the set goal... Well done and THANK YOU Mathilde!
Show all 15 reviews

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Education

  • EMLYON Business School
    Master of Science (MSc)
    2008

Skill set

Marketing Study
Customer Knowledge
Business Analysis
ROI
Direct Marketing
Web Marketing
Segmentation
Targeting
Data Analysis
Microsoft Excel
Microsoft Powerpoint
Business Plan
Community Management
English
Spanish
Portuguese
Strategy
Marketing Strategy
Digital Marketing
Analytics
Retail
Market Research
Marketing Management
Direct Marketing
Customer Retention
Project Management
Relational Databases
Management
Customer Service
Customer Marketing
Loyalty Programs
Customer Loyalty Management
Customer Oriented
Customer Journey
Market Research
E-commerce
Data Analysis
Business Creation
Shopify
Marketing
Pinterest
Content Marketing
Google Analytics
Facebook Marketing
Google AdWords
SEO
Customer Satisfaction
Data Quality
Team Management
Salesforce
Customer Service

Categories