Freelancer profile translated to English.
Back to original languageAbout Stéphanie
I support brands that want to offer a smoother, more consistent, and more premium customer experience.
With over 15 years of experience in customer satisfaction and relations, I help companies transform their customer journeys into levers for loyalty, service quality, and performance.
✨ My approach is both strategic and operational: identifying friction points, simplifying processes, monitoring the right indicators, and developing teams at the ground level.
🚀 I work with both established brands and growing start-ups and DNVBs, with the same goal: to bring clarity to the customer experience and support business objectives without losing brand identity.
🤝 My background in beauty, premium markets, and agile environments has taught me to combine high standards, attention to detail, speed of execution, and pragmatism.
Today, I help brands that want to move away from crisis mode and build stronger, smoother, and more sustainable customer relationships.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- Customer Care by STFounderE-COMMERCEDecember 2025 - Today (6 months)Paris, FranceStrategic and operational support for beauty & wellness brands in optimizing their customer experience:✨ Customer journey and friction point diagnostics & audits🚀 Process restructuring and implementation of relevant KPIs (CSAT, NPS, DMT)🤝 Operational support for teams to ensure ground-level adoption💡 Integration of AI and automation tools for efficiency
- MyVariationsCustomer Experience DirectorINTERNET OF THINGS (IOT)September 2024 - December 2025 (1 year and 3 months)Paris, France
- Definition and deployment of a high-end customer experience across all touchpoints, with a measurable improvement in customer satisfaction.
- Management and structuring of a team of 15 people, enhancing the quality of interactions and customer culture.
- Optimization of operations through AI, with a doubled rate of automated responses (25% → 50%) and reduced processing times.
- Performance monitoring (KPIs, dashboards, loyalty), generating an increase in customer engagement and retention.
- Laboratoires FILORGA Cosmétiques (Colgate-Palmolive)Customer Satisfaction ManagerPHARMACEUTICALS INDUSTRYDecember 2017 - September 2024 (6 years and 9 months)Paris, France
- Contribution to key projects (e-commerce, loyalty), with recognition: Qualiweb Trophy 2021 and top 3 in 2022 and 2023.
- Structuring of shared customer services (5 to 8 employees), reducing costs while improving efficiency.
- Performance monitoring (CSAT, NPS, cost per ticket) to identify pain points and concretely improve the customer experience.
- Process optimization and training of international teams, accelerating processing times and harmonizing service quality.
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Education
- Successfully Handling Customer ComplaintsCEGOS2012Traiter avec succès la réclamation client
- BTS Assistant Manager for SMEs/PMIsLycée Saint Ouen2002BTS Assistante Gestion PME-PMI