Yves Douzon

I work with startups, scale-ups, and SMEs when growth puts a strain on teams, processes, and Customer Service.

My role involves structuring and managing operations, Customer Success, and customer service departments, clarifying responsibilities, managing teams, implementing processes and indicators, and ensuring reliable daily execution.

I have managed and structured Operations teams (Customer Service, Customer Success, and CRM) of up to 25 people, set up high-performing support organizations, and led operational transformation projects in the health, services, and e-commerce sectors.

I primarily undertake structuring, upgrading, or transition missions, lasting from 3 to 9 months.

✅ Structuring and managing Customer Service / Customer Success departments

✅ Recruiting, training, and upskilling support teams

✅ Defining KPIs, dashboards, and performance management

✅ Auditing and redesigning operational processes

✅ Managing the selection and deployment of CRM / Customer Service tools

✅ Structuring the customer journey (onboarding → support → loyalty → upsell)