Freelancer profile translated to English.

Description

Customer Success & Organization Consultant

I structure your customer relationship from A to Z — from onboarding to retention — and then I make it run.

You're looking for someone who can step into your company, quickly understand what's blocking — churn, non-existent customer follow-up, botched onboarding, disorganized administrative tasks — and move things forward. Not someone who delivers a report and disappears.

That's what I do.

My background: 8 years at EDF in B2B — managing and developing client portfolios (SMEs, large accounts, local authorities), retention, satisfaction, sensitive complaints, and appeal instances.

Then administrative tasks and customer follow-up in training organizations: +300 learners supported per month, from onboarding to payment.

Then CEO in Morocco — 80 employees, 8 departments built and managed, including customer relations and administrative tasks.

Since January 2026, I have been designing and deploying a customer journey structured around the customer's emotional curve:

→ Onboarding: email + outgoing call upon purchase to capitalize on enthusiasm

→ Follow-up: proactive detection of doubt periods, multi-channel follow-ups, re-engagement appointments

→ End of journey: individual review, celebration, retention sequence

Specifically, I have managed:

→ €380K in monthly revenue

→ +300 clients followed/month (onboarding, retention)

→ +250 recruitments, 900 people trained

→ Acquisition campaigns with 1,735 leads/month

My services:

Customer Success & Customer Relations — audit of your customer journey, onboarding processes, follow-up, management of satisfaction and retention.

Administrative Tasks & Administrative Structuring — invoicing, payment tracking, dispute and complaint management.

Organization & Management — structuring of customer relations teams, role descriptions, monitoring indicators.

Monthly support — a weekly work session + remote monitoring, to manage together over time.

What I don't do: slides. Audits that end up in a drawer. Advice disconnected from the field.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

BUSINESS ENTREPRENEUR
Customer Experience Consultant
January 2026 - April 2026 (3 months)
Design and deployment of a premium customer experience for learners. Structuring of onboarding, personalized follow-up, optimization of satisfaction and loyalty. Interface between operational teams and learners to ensure a consistent and memorable experience at each stage of the journey.
Customer Follow-up Customer Experience Customer Service Customer Relations Educational Follow-up
CENTER X SARL
General Manager
September 2024 - January 2026 (1 year and 4 months)
General management of a site with 80 employees. Supervision of 8 departments: sales, administrative, marketing, HR, recruitment, data, web development, and coaching. Over 1,000 interviews conducted, 250 recruitments managed. Management and optimization of high-volume ad campaigns. Guarantee of team performance and customer experience quality.
Leadership Recruitment Operational Excellence Steering Committee General Management
Clients Illimites SAS
Coach · Mentor · Mentoring Manager
EDUCATION AND E-LEARNING
November 2022 - August 2024 (1 year and 9 months)
Individual support for learners on their commercial and business challenges. Management of the mentoring department: leading and supervising the team of coaches. Audit of ad campaigns, personalized diagnostics, and scaling support. Setting and closing on training offers, customer follow-up, and commission tracking.
Business Coaching Business Development Coaching and Mentoring Meta Ads Leadership