Michael Pepin

❑ Management and complete UX/UI redesign of the website (migration from WooCommerce to Shopify), increasing the conversion rate from 0.8% to 2.5%.

❑ Optimization of customer journeys from acquisition to final delivery.

❑ SEO and Meta Ads campaign management to boost visibility and traffic.

❑ Deployment of the brand on marketplaces to extend its reach.

❑ Organization of B2B trade shows (Who's Next Paris) and development of the reseller network.

❑ Definition and management of the customer strategy to transform the SNCF application into a multi-mobility marketplace, integrating ride-hailing, carpooling, and urban transport tickets (Navigo).

❑ Governance of customer relations projects (self-care and tools) and passenger information (+1M searches/day) and real-time traffic optimization: project planning, progress tracking, and deliverables.

❑ Management of operational and customer satisfaction teams, contributing to an increase in satisfaction scores from 2.3 to 4.2/5 and a service level (QS) of 85%.

Customer Relations Directorate

❑ Monthly sizing of contact centers (1.2M contacts/year).

❑ Weekly/monthly performance monitoring (QS / Satisfaction Rate).

❑ Management of transformation projects for French and European Business Units: development of digital channels to 15% of the channel mix, modernization of CRM/Chat/Telephony/Messaging tools, opening of the Twitter channel, diversification of payment methods, first chatbot in France for order confirmation on Messenger, implementation of a community and co-creation platform, development of self-care and voice of the customer.

❑ Management of the €5.2M Customer Relations budget for operations and tools.

❑ Management of 6 employees (project / tool support / performance).