Freelancer profile translated to English.

Description

With 17 years of experience in consulting agencies and companies, I have acquired a set of both operational and strategic skills.

This expertise allows me to handle various aspects, such as defining strategic visions, leading and coordinating cross-functional projects or programs across the entire value chain (PMO), using agile or V-cycle methodologies, and innovation management.

Throughout my career, I have worked on challenges related to digital transformation, change management, and customer experience, on CMS such as Onestock or Adobe.

I have also had the opportunity to train several business teams in UX/Design thinking methodologies and in a project methodology deployed at the company level.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Publicis / Danone
Consulting and Customer Experience Director (Freelance)
E-COMMERCE
August 2024 - Today (1 year and 10 months)
Redesign of the global corporate digital platform to harmonize communication and user experience across different markets (Global and Country Roll-out)
Development and optimization of a digital platform for healthcare professionals with an e-commerce journey: Customer-centric approach and conversion funnel optimization with personalized recommendations integration
Design and deployment of CX strategies and omnichannel customer journeys, including segmentation, interaction personalization, and digital touchpoint optimization
Strategic recommendations on Customer Journeys, aligned with customer satisfaction, loyalty, and engagement objectives
Cross-functional leadership and CX governance, stakeholder coordination, and process optimization in Agile to ensure measurable impact on customer experience and business performance.
AEM Platform
Idkids
Digital Transformation Project Director
RETAIL (LARGE RETAILERS)
February 2022 - August 2024 (2 years and 6 months)
Paris, France
1. CX Strategy and Retail Vision:
Definition of the store's role in the omnichannel ecosystem and digitalization of customer journeys

2. Segmentation & Customer Journeys:
Participation in the development of the omnichannel strategy and the implementation of seamless and personalized journeys
Co-construction of the Idkids marketplace marketing plan based on customer knowledge, data, and insights

3. Customer Experience Governance and Management
Cross-functional leadership of omnichannel projects (Ship-from-Store, Order-in-Store) contributing to a +1.5% increase in revenue (target 3%)
Implementation of new innovative customer experiences, including Circular Economy initiatives (rental of formal wear)
Change management with team training on Agile and V-cycle project methodologies, process harmonization, and CX KPI optimization

4. Digital Transformation and CX Innovation
Leadership of the digital roadmap and sprints for e-commerce, group marketplace, and omnichannel projects on Onestock > Continuous improvement objective
Optimization of project governance and implementation of prioritization criteria based on Business KPIs and ROI

Cross-functional project team management
Strategy Digital Transformation Project Management Agile Method Scrum Agile SCRUM Method Practice Project Management (PMO) Rigor and Method Autonomy Adaptability and Flexibility
Auchan Retail International
Customer Experience and Digital Marketing Manager
November 2017 - December 2021 (4 years and 2 months)
Villeneuve-d'Ascq, France
1. Customer Experience and Omnichannel Strategy
Support for the group's 10 countries in digital transformation and the design of phygital and personalized customer experiences
Customer Journey Optimization: Improvement of the purchasing journey and digitalization of customer interactions for a fluid and engaging experience.

2. CX Innovation & Governance
Exploration of new business models, particularly the monetization of customer data in e-commerce
Digital Transformation: Digitalization of non-food sectors to stimulate engagement and brand preference by enriching the in-store experience: leadership of 30 POCs based on UX Design approaches

3. Governance & Cross-functional CX Project Management:
Design and deployment of the augmented salesperson concept, enabling better customer advice personalization and a €10 million revenue increase in France (simplification of employee actions to increase efficiency, productivity, and profitability)
Implementation of 5 million electronic labels with an investment of €100 million, providing an ROI of €7k/month/store
Analysis of the profitability and relevance of shopping journeys for all group countries
Change management and training of business teams in UX methodology and CX KPI management

Management of a team of 9 people
Digital Transformation Change Management Strategy User Experience Design UI/UX Design Strategy Project Management Program Management CRM Artificial Intelligence (AI) Innovation Management Project Management (PMO) Competitive Intelligence