Freelancer profile translated to English.

Description

With over 20 years in Customer Relations across various channels — phone, email, chat, and in-person — I've developed a strong ability to understand expectations, de-escalate tensions, and represent a brand with the right tone.

Today, I apply these skills to online presence: moderating a community is primarily about listening, responding accurately, and building trust between a brand and its customers.

This is exactly what I've been doing for 20 years, on other channels.

I am looking to support brands that want a polished, responsive, and human online presence.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Lésigny (up to 50km)

Heytens
Store Manager (Franchisee)
RETAIL (LARGE RETAILERS)
September 2023 - December 2025 (2 years and 3 months)
Vincennes, France
Creation, launch, and operation of a new retail outlet for a brand specializing in custom window treatments (blinds, curtains, and drapes) as a franchisee.
Performance Analysis Customer Needs Analysis Sales Analysis Cost Analysis Team Management
ZODIO
Store Manager
RETAIL (LARGE RETAILERS)
April 2021 - April 2023 (2 years)
Sainte-Geneviève-des-Bois, France
Operational management of a store (3000m2 | €6.2M in 2022) within a context of company transformation and concept evolution. Management of 3 Managers, 35 Employees. > It all starts in your hands! Cooking, Decorating, Creating, Helping our customers become the artisan of their own lives.
IKEA
Customer Journey Manager
RETAIL (LARGE RETAILERS)
October 2018 - January 2020 (1 year and 3 months)
Plaisir, France
Strategic and operational definition, and deployment of national projects (digital solutions) - Functional auditor for Customer Experience & Loyalty Program processes - Operational support for 34 stores (brand concept, tools & processes). > Improve the daily lives of the greatest number! Improve today, Invent tomorrow.
Project Management Customer Needs Analysis Change Management Pedagogy Communication