Romaric Paymal

As the Global Customer Service Manager at Polette, I managed an international customer service department, covering Europe, Asia, and Latin America. I was responsible for the strategic and operational management of a team of 25 agents located in Belgium, the United Kingdom, France, Mexico, Shanghai, and the Netherlands.

🎯 Goal: to structure a premium customer experience while supporting the brand's rapid growth in its key markets.

✅ Key Achievements:

- Handled 60,000+ conversations/year across all channels (email, chat, phone, social media)

- Improved Trustpilot from 3.8 to 4.6/5 in two years through a quality action plan, collecting 1,500+ customer testimonials

- Recruited, trained, and managed an international team of 11 internal agents + freelancers

- Provided 7/7 coverage across extended hours through outsourcing and staggered coordination

- Implemented structuring KPIs (FRT, SLA, QS), created training tools, processes, and dashboards

- Continuously optimized the support environment (automation, scripts, internal communication, Help Center)

- Contributed to strategic B2BtoC initiatives to strengthen the impact of customer service on business growth.

I help brands and entrepreneurs transform their digital investments into measurable growth levers.

As a paid media and tracking expert, I design and manage high-performing digital ecosystems where every euro invested is tracked, analyzed, and optimized.

From acquisition strategy to operational execution, my role is clear: maximize campaign profitability while maintaining full control over the data.

My daily tools:

• GA4, Google Tag Manager, Meta Ads, Google Ads, Looker Studio

• Setting up custom dashboards for real-time monitoring

• Full-funnel strategies focused on ROAS and LTV

• Conversion-first copywriting and consistent branding throughout the customer journey

• Seamless integration into internal teams or as an agile freelancer

Generated over €3M in revenue for my clients since 2018 through structured, managed, and scalable actions.

At Behave Bio, our mission is to inspire positive habits for the planet every day. We make thoughtful choices for our daily lives by challenging single-use consumption. We start by replacing plastic with ecological and economical food wraps: Bee-wraps, made from organic cotton coated with natural beeswax, our bee-wraps aim to replace cling film and aluminum!

The company was recently sold. 🌍