Freelancer profile translated to English.

Description

🚀 Leveraging mydual background in operational management and business project management,I have successfully worked on complexCRM / CX and digitalprojects in international contexts with high stakes for business transformation and customer experience, covering up to 23 countries.

I have notably worked inSalesforce, Adobe Campaign, Databricks, and Power BIenvironments.

✅My strengths:business needs expression and framing (project vision and roadmap), project management (planning, budget, resources, risks), implementation and animation of governance, coordination of multidisciplinary and multicultural teams (Business, IT, Data), KPI reporting and monitoring, change management and adoption of processes and tools.

🎯Business expertise:customer knowledge management and steering, design and optimization of customer journeys and campaigns (marketing automation), acquisition and loyalty programs, performance management.

🌍International experience– Bilingual French / English

💼B2C, D2C, and B2B sectors:Luxury, Retail, FMCG, Energy, Software Publishing, Services

📍Based in Paris– Available in person, hybrid, or remote.

✨ Recognized for my rigor, adaptability, and unifying leadership, I bring energy, expertise, and commitment, with a constant focus on results.

💬Contact me to discuss your CRM, CX, and digital projects and ambitions.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 10km)

TOTALENERGIES, KPMG, PANDORA, CLARINS, SEPHORA, BAYARD, HERMAION, PRO BONO LAB
Manager / Business Project Manager CRM, Digital & Loyalty
CONSULTING AND AUDITS
September 2012 - Today (13 years and 9 months)
Paris, France
Achievements:
• PMO / Change Manager – Global B2C CRM Transformation TotalEnergies (23 countries, 13M customers): creation of a single customer view (Databricks), migration from Salesforce to Adobe, and Power BI deployment
• Definition / implementation of a new omnichannel program (Thierry Mugler Parfums - 22 countries)
• Management of the new loyalty program: 135 points of sale / e-commerce (Pandora France)
• Redesign of the e-commerce platform, brand content, and CRM (FR + US)

Omnichannel Strategy:
•• Definition of customer knowledge in a data-driven approach / Database segmentation
• Strategic vision: customer journeys, engagement plan, acquisition and loyalty, digital tools

360 Loyalty and Acquisition Programs:
• Design of the mechanics and deployment of associated elements in compliance with GDPR
• Measurement of performance / customer satisfaction (surveys, focus groups, NPS)

Management of email, SMS, and push marketing campaigns (product and promo newsletters, automated journeys):
• Definition of global (22 markets) and local (France / Spain) annual engagement plans
• Implementation of campaigns and analysis of retail and e-commerce performance

Project and Change Management:
• Scoping, roadmap definition and governance,
• Management: planning, quality, resources, budget
• Business lead: needs analysis, specifications, UAT, go-live
• Internal communication: organization of project meetings and agile ceremonies
• Optimization and adoption of business processes / tools, communication, training
• Acculturation of head office and market teams

Management:
• Define and coordinate the activity of project managers / POs in line with the roadmap
• Management of calls for tenders and contracting - Management of external service providers
• Hierarchical (3p) and cross-functional management of business (Marketing, Sales...) and IT teams (+50p)
Omnichannel Strategy CRM PMO Change Management Project Management
Accenture (AE)
CRM and Digital Manager
CONSULTING AND AUDITS
April 2011 - September 2012 (1 year and 5 months)
Paris, France
- Monitoring and change management of a CRM redesign program (Fromageries Bel - 21 countries)
• Strategic scoping and PMO for an internal project to identify growth drivers for the next 3-5 years
• Design / implementation of an e-commerce commercial offer for the luxury sector in China
Project Management Change Management E-commerce Salesforce CRM
Kxiop
Senior CRM and Digital Consultant
CONSULTING AND AUDITS
April 2009 - April 2011 (2 years)
Paris, France
- Customer service improvement strategy mission
• Digital strategy mission for optimizing brand and e-commerce sites
Clients: Cartier, Kering, Louis Vuitton, Moët Hennessy
Digital Communication Strategy Web Marketing Strategy CRM E-commerce Customer Experience