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Sap
- Senior Manager, Customer Experience
Paris
2017 - maintenant
Supporting the creation of a company-wide culture of the effortless customer experience. Leading customer-focused change throughout the organisation, with a particular focus on the needs of our customers, partners and employees in EMEA and APA. I partner with Services and Client Development teams to ensure client success and satisfaction, through various customer listening/Voice of the customer programs.
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SAP
- Service & Support Lead
Paris
2016 - 2017
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Bazaarvoice
- Senior Customer Success Director
Paris
2012 - 2016
Key responsibilities include:
• Crafting and delivering program presentations and thought leadership to client, providing credible and engaging subject matter expertise that galvanizes a client to progress their social commerce program.
• Facilitating discovery workshops with clients to uncover key insights and identify and prioritize client value creation opportunities.
• Developing internal case studies and value stories for multiple stakeholders across complex organizations.
• Cultivating cross-functional relationships across the client’s business and forging relationships between key client executives and Bazaarvoice executives.
• Identifying and advocating opportunities to expand the scope of the Bazaarvoice footprint within the client’s business through consultative leadership.
• Negotiation of client renewals and opportunities.
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ChannelAdvisor
- Key Account Manager
2011 - 2012
Manage key Enterprise and SME accounts within the following sectors: Marketplaces (eBay, Amazon and Pixmania), Comparison Shopping Engines (e.g. Shopzilla, Kelkoo, NexTag etc.), Paid Search (Google, Bing, Yahoo), Webstores, and Rich Media. Focused on the Home&Garden, Toys and Beauty verticals.
ChannelAdvisor combines best practices, innovative software and integrated technology to help retailers maximize their profits across multiple e-commerce channels – including marketplaces like eBay and Amazon; comparison shopping sites like Shopping.com, Shopzilla and Pricegrabber.com; and across all the major search engines.
In a nutshell, our SaaS helps retailers SELL MORE.
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Personal Growth
- Travel&Contract Work
2010 - 2010
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Amazon Ltd
- Senior Merchant Manager
2008 - 2010
Direct report into the VP for Hardlines; P&L responsibility for Third Party Hardlines Business (Consumer Electronics, Home&Kitchen, Toys, Baby, and Tools), responsible for accelerating sales growth and expanding product selection.
Key responsibilities include:
- Team management (Hardlines Merchant Managers)
- Account management – working with key third party merchants to improve sales, grow selection and ensure contract terms are met.
- Product management – working with the category teams to identify gaps in the current selection and liaising with the sales team to focus merchant recruitment.
- Project Management – working with third party merchants and across internal functions to drive improvements to the platform. Also the co-ordination and sign off on improvements for the category.
- Reporting and administration – including the setting of business forecast, fielding merchant and company questions regarding third party and testing site functionality.
- Data analysis – analysing product and category sales distribution and market data.
Amazon.co.uk strives to be the world’s most customer-centric company, where people can find and discover anything they might want to buy online, and endeavours to offer its customers the lowest possible prices. Amazon.co.uk and other sellers offer millions of unique new, refurbished and used items in categories such as books, movies, music, MP3, PC and video games, software, electronics and photo, home and garden, toys and games, baby, shoes, jewellery and watches, health and beauty, DIY and tools, clothing, office and sports and leisure.
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SAP, Business Objects Division
- Manager
2006 - 2008
Customer Assurance is the combination of Technical Support and Maintenance Renewal Sales. As a Customer Assurance Manager reporting into one of the directors in EMEA, my role was two-fold. I had direct responsibility for the performance of the EMEA Customer Service team (10 staff) which was the first point of contact for our customers. I was also responsible for the EMEA Partner Support Program, reporting into the Global Partner Support Leader. The program delivers additional benefits to key partners across the region, through management of a virtual team of dedicated engineers and regular meetings with partners and the sales force.
Business Objects was a French software company providing performance management, planning, reporting, query and analysis and enterprise information management tools. It was acquired by SAP in 2007. SAP BusinessObjects offers a broad portfolio of tools and applications designed to help customers optimize business performance by connecting people, information, and businesses across business networks.
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Business Objects Ltd
- OEM Partner Manager
2005 - 2006
Working within the UK and Ireland Mid Market team, I managed the Authorised Application Provider partnership program.
My role focused on recruiting new partners and expanding my newly created territory. The main goal was to increase UK OEM revenue from small and medium partners, through development and recruitment. I managed 31 existing partners and worked with Marketing to set up recruiting campaigns and follow up on the resulting leads and prospects.
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Business Objects Ltd
- Maintenance Renewal Account Manager
2001 - 2005
Working within the European Maintenance Renewals team I specifically managed the accounts for Business Objects reseller’s VARS and System Integrators.
I generated quotes for support services for major accounts of the French and British industry; I managed over 30 partners setting each a quota to achieve; I worked with Customer Advocacy to ensure support for strategic accounts; I met with key French and UK partners to ensure dedication to support renewals.
An additional responsibility was to co-ordinate French renewal sales administration for a period of 18 months (March 2002-September 2003): I implemented new processes to improve the quality of invoicing and the working relationship with the French Operations; and I dealt with escalation on invoice queries and credit requests.
