Freelancer profile translated to English.

Description

Senior consultant in marketing strategy, digital transformation and customer experience, with over 20 years of international experience (Europe, Americas, Asia).

I support organizations in structuring customer-centric marketing strategies, optimizing end-to-end customer journeys (VoC, personas, conversion funnels), and designing high-value digital products and services.

I manage complex transformation programs in international and matrix environments, using Agile at scale approaches and aligning business, IT, and customer needs. My interventions integrate data-driven marketing, MarTech orchestration, and Customer Data Platforms (CDP) to enhance personalization and business impact.

I have led Customer Centricity and Customer Experience initiatives, including VoC and CSAT programs, end-to-end customer journey consistency, and translating customer insights into cross-functional operational action plans.

Key expertise: Customer Experience (CX), Customer Centricity, VoC & CSAT, digital transformation, CRM, marketing automation, digital product vision, MarTech, CDP, Hoshin Kanri.

Key results: +151% gross margin growth; x1.5 in B2B conversion rate.

Available for senior consulting and program management roles.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Colombes (up to 50km)

Schneider Electric
Digital Strategist & DCX Expert
ENERGY AND UTILITIES
August 2024 - Today (1 year and 10 months)
Paris, France
Schneider Electric - Energy Management - Recurring Services League

Digital Strategist - DCX Expert Mission: August 2024 to April 2025

Strategic Marketing
Scaling the EcoCare offer: Monitoring and predictive maintenance service contract for Schneider Electric connected products: monitoring, alarming, consulting, training, etc.
Overhaul of part of the marketing mix (Product, Place, Process, People, Physical Evidences, and Partnership)
Integration of new products/services/markets
Overhaul of the Membership Program (structuring benefits, establishing tiers, naming, etc.)

Customer Experience
Definition of User Journeys and overhaul of the Digital Customer Journey
Definition of the Digital Product Vision (build-or-buy, epics/user stories, UI brief, etc.)
Integration of the XROA Augmented Reality project into the Customer Journey (training, technical support, and Factory Acceptance Tests, etc.)
Change Management to integrate ARPU logic

Customer Relationship Optimization
Automation of Customer Success Management processes
(several AI projects)
Marketing Mix Customer Relationship Management (CRM) UX Customer Journey Blueprint Digital Transformation Marketing B2B Customer Segmentation and Analysis Customer Loyalty/ Retention Customer Satisfaction Knowledge Management Agile Project Management Hoshin Kanri Strategic Planning Strategic Planning OKR KPI Definition KPI Analysis Target Operating Model Conversion Rate Optimization (CRO)
QWAMPLIFY ACTIVATION | Digital & Marketing Services
Director of Consulting Department
CONSULTING AND AUDITS
March 2019 - December 2022 (3 years and 9 months)
Levallois-Perret, France
- Redefined the agency's positioning, defined the offering, created sales materials, trained pre-sales teams, structured the consulting team, defined and implemented the target organization, monitored the service's P&L.
- Monitored steering KPIs: +151% gross margin in 2021, improved conversion rate from 40% to 66% in 2 years, stabilized service turnover.
- Managed and oversaw tender processes, strategic planning, creative briefs, recommendations, annual plans (print and digital campaigns), production team training, traffic management, and pipeline management.
- Managed a team of 4 consulting directors and supervised 6 Account Directors.
- Member of the Executive Committee since 2020 and the Management Committee since 2021.
Branding Communication Strategy Strategic Planning SEA SEO SMA Brand Content Team Management B2B Marketing B2C Marketing Conversion Rate Optimization (CRO) Customer Relationship Management (CRM) Marketing Automation Promotional Marketing Gamification Loyalty UX Audit Customer Journey Change and Transformation Management Digital Communication Social Media Strategy Positioning Strategy Shopper Marketing Growth Strategy
Inceptio
Marketing Consultant - Growth - Change
February 2014 - January 2019 (4 years and 11 months)
French Polynesia
Marketing consultant for various clients in Polynesia. Advertising campaigns, Facebook page management, media plans, promotional and event operations, coordination of service providers (graphic designers, printers, promoters, hostesses, DJs, etc.).
- Management of TATI Polynesia's communication plan: sales analysis, operational monitoring of the 2 stores, communication project management, ROI monitoring of marketing actions, merchandising, management and monitoring of advertising campaigns: catalogs, media plans, events, email-SMS, Facebook page management.
- Management of SDA's marketing department: development of the annual plan and campaign management: Premium Tahiti, Nespresso, Kusmi Tea, Bret's, Sococo, etc.; creation of the e-commerce website and development of new distribution channel processes, implementation and monitoring of trade shows and fairs, promotional operations, and contests, Facebook page management; supervision of sales teams.
- Animation and monitoring of the network of 22 Total Polynésie stations, loyalty card, lubricant ranges; development and monitoring of the 4 annual plans: Marketing, Communication, Trade Promotion, and Social Media.
- Promotional operations (sell-in and sell-out) for: Carrefour, Hyper U, Champion, Nivea, Mc Donald's, Lipton, Lu, Lactel, Rotui Fruit Juices, Lindt, etc.
Brand Activation Customer Loyalty/ Retention Digital Communication Communication Strategy Visual Communication Sensory Marketing Shopper Marketing Content Strategy Branding