Freelancer profile translated to English.

Description

Customer Success, Operations & HR with over 8 years of experience in retail and high-growth environments.

I support companies in structuring their customer experience, operations, and internal organization, with a very hands-on and results-oriented approach.

I mainly focus on:

• Structuring and optimizing Customer Success

• Improving customer journeys and experience

• Implementing and optimizing customer service processes

• Organizing and optimizing internal operations

• Operational HR management (payroll, scheduling, team monitoring)

• Recruitment, onboarding, and team support

• Implementing internal tools and workflows

• Organizing and managing retail/network activities

• Implementing and optimizing Shopify & Shopify POS (from an operational perspective)

My approach:

• Quickly identify friction points

• Structure efficient and scalable organizations

• Align teams, operations, and customer experience

• Implement concrete and actionable solutions

Objective:

Help companies improve their customer satisfaction, structure their operations, and strengthen their internal organization to support their growth.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Sixty Sixty
People & Operations Lead
RETAIL (SMALL BUSINESS)
March 2020 - March 2026 (6 years)
I worked alongside the founder and CEO of an American optical retail company and contributed to building the organization from the ground up, helping scale the business to a network of 10 stores.

My role combined People Operations, retail operations and systems implementation, supporting both leadership and store teams.

Key responsibilities included:

• Structuring internal processes and operational workflows
• Recruiting, onboarding and supporting retail teams
• Implementing workforce management tools such as Homebase
• Building and managing POS systems and store infrastructure on Shopify
• Creating and structuring product catalogs, pricing and promotions
• Integrating applications to manage orders and customer follow-up
• Setting up customer support processes and managing support channels
• Creating and managing store profiles and customer reviews on Google Business Profile
• Supporting store operations, suppliers, inventory and reporting
Shopify POS Shopify Process Optimization Retail People Operations
Vitruveo
Recruitment Consultant
June 2022 - June 2022
• Analysis of recruitment needs with the management team
• Sourcing and identification of sales profiles
• Conducting interviews and evaluating candidates
• Coordination with managers for final selection
• Recruitment of a Sales Officer
Recruitment Talent Acquisition People Operations
Lunettes Pour Tous
Retail Process & Operations Manager
RETAIL (SMALL BUSINESS)
January 2017 - February 2020 (3 years and 1 month)
Paris, France
Development and structuring of operational processes for the store network: sales, after-sales service, and laboratory.

• Design and implementation of operational procedures for points of sale
• Supervision of store operations and support for managers in process application
• Conducting operational audits and monitoring quality indicators
• Implementation of reporting and continuous improvement tools
• Creation and improvement of training materials for field teams
• Training and support of teams during the opening of new stores
Process Optimization Audit