Freelancer profile translated to English.
Back to original languageAbout Sybil
Specializing in the relationship between brands and their customers for 12 years, with retail expertise in luxury brands, I will guide you towards your business objectives by bringing 'customer centricity'.
B2B, B2C, I offer marketing consulting, for long-term periods or as occasional support, for client volumes ranging from 1 to over 100K.
Leadership, Agile, Relational Skills, and Results-Oriented.
CUSTOMER STRATEGY
Develop your customer relationship personalization strategy, before, during, and after the purchase experience, to foster customer satisfaction and lasting engagement.
CUSTOMER JOURNEYS
Optimize existing journeys for each of your objectives and support you in implementing the overall Customer Journey that will reflect your brand's image.
EXPERIENCE DESIGN AND VIC PROGRAMS
Model customer action plans, create VIC program catalogs, and design exclusive and replicable 'signature' experiences in harmony with the brand's DNA and platform.
CUSTOMER KNOWLEDGE
Leverage quantitative data resources (CRM tools, clienteling app) and qualitative data (customer insights, customer voice, NPS, verbatim, customer reviews) to collect and analyze data.
TRANSFORMATION TOWARDS CUSTOMER CENTRICITY
Facilitate the shift from a product-centric culture to a customer-centric approach by introducing 'customer culture' to all teams and boutiques.
CUSTOMER RELATIONS AND SERVICES
Propose forms of one-to-one, one-to-few (10 to 100), and one-to-many (>10k, >100K) customer relations. Identify the right tone, messages, commercial pressure, service policies, and gifting.
Whether you are looking to build a global customer strategy, delight your customers during an event, or simply make adjustments to existing practices, it will be a pleasure to become your go-to contact.
See you soon,
English
Fluent
French
Native or bilingual
Can work on-site
Paris (up to 50km), Lyon (up to 100km), Bordeaux (up to 100km), Nice (up to 100km)
Experience
- Saint LaurentClient Experience ManagerLUXURY GOODSJuly 2019 - December 2019 (6 months)Paris, France• Understand customer profiles and behaviors, gather regional feedback, and monitor market trends to improve the customer lifecycle/journey (database > 500K clients)• Ensure communication with various local partners from HQ and regions• Gather needs and assess feasibility from a customer and brand image perspective• Enhance existing customer journeys from a customer-centric perspective• Monitor the configuration of customer journeys with multiple marketing tools• Personalization of journeys and outreach strategies• Provide qualitative analysis and improvement solutions• Collaborate with digital teams to ensure total alignment and an omnichannel customer approach
- Chanel JoaillerieExceptional Client Project ManagerLUXURY GOODSJanuary 2008 - April 2016 (8 years and 3 months)Paris, FranceEnsure the development of customer experience as a strategic lever in acquiring and retaining VIC clients. Direct contribution to the deployment of a department dedicated to exceptional retail clients._ Creation and modeling of the global VIC customer experience service offering - International deployment with guidelines_ Management of tailor-made 'Brand Image' loyalty programs for an exceptional clientele (annual spending from €300K to €3M, Asia, Europe, Middle East, Russia, USA)._ International referent for VIC client initiatives._ Implementation of actions promoting brand attachment_ Experience design: sourcing innovative ideas, conception, implementation of journeys and signature experiences_ Development of permanent and seasonal client rewarding programs_ 360° design and production of tailor-made thank-you gifts_ Contribution to training retail teams on client initiatives, sharing best practices in: Private Client Relationship, Customer Loyalty, Gifting Experience_ Commercial coordination of international VIC clients – CRM, special orders, private appointment sales_ Strategic thinking on the overall VIC customer experience: customer loyalty – customer development
- HennessyHNWI Customer Experience Strategy Project ManagerWINE AND SPIRITSApril 2016 - December 2016 (9 months)Paris, FranceInitiate a CRM strategy to support the development of an international business unit. Define and structure a Customer Experience strategy for (U)HNWI clients._ Action plan, KPI, ROI, change management_ Fully develop a VIC Private Clients Experiential Relationship model_ Audit international teams to obtain quantitative and qualitative feedback_ Put results into perspective with brand ambitions– Examine and interpret CRM data._ Define profiling, segmentation, targeting_ Propose appropriate treatments for customer development and loyalty_ Participate in field client initiatives to understand the clientele_ Create a high-end, one-of-a-kind product strategy: universe, sales pitch, adapted commercial plan_ Design and write brand storytellings for Ultra Prestige ranges
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Education
- Master Information CommunicationUniversité Paris 82003
- Master 2 Brand Strategies and Multimedia CommunicationCELSA - La Sorbonne2016Branding, Marketing, Information-Communication.