Mes compétences :
Management
Gestion de projet
business
marketing
Experience clients
Entreprises
Sage France
- Head of Customer Experience
Paris2015 - maintenant
Sage France
- Customer Experience VoC Manager
Paris2015 - 2015
Sage France
- Installed base and Loyalty Marketing Manager
Paris2011 - 2015Main duties
• Managed, enhanced skills and mentored a cohesive team of 5 successful Marketing Program Managers and Web marketer by providing leadership, including coaching, performance management, career development and recognition
• Created the best Loyalty/Reward Program for increasing customer satisfaction/advocacy
and offering “best value” to ensure high customer retention rates
• Managed both inbound and outbound marketing campaigns to increase new subscribers, “ring-up” and reactivate old customers in a timely manner
• Ensure that the campaign calendar is easily accessible, clearly understood within sales and marketing, full delivery and proper pacing
• Added value to marketing material by introducing “real creative” communication concepts and produced engaging online/offline marketing campaigns
• Developed growth sales plans by identifying key targets/campaigns to prioritize and generate business and revenue opportunities through telephone selling
• Identified, developed and evaluated marketing strategies based on knowledge of company objectives and digital/market trends
• Delivered performance updates/reporting, quarterly business reviews and planning-analyzed performance of all marketing programs to identify the possible optimization and drive process improvements.
• Managed budget forecasting, monitor marketing spend, controlled expenses and goal setting
PMO Customer Experience
• Launched Net Promoter Score Project – NPS Representative for SSB France
• Customer Effort Score experimentation and implementation (cross-BU)
• Customer Journey Mapping Trainer/Facilitator (Life Cycle - behavior analysis)
Key user CRM
• Implementation of the new CRM launched in June 2014 (MS Dynamics) and in charge of streamlining process
Swiss International Air Lines
- Sales and Service Manager
Bâle2004 - 2007• Trained new employees (sales team) on company customer service policies, service level standards, process and frequent travelers programs: Emirates Skywards, Miles and More (Lufthansa and Swiss International), Finnair Plus…
• Adapted locally new processes and systems for increasing customer service satisfaction
• Managed ticketing desk (10 agents and 3 flights per day): created and booked reservations, coordinated stand-by and monitored cabin availability. Issued travel, itineraries and hotel vouchers for passengers on overbooked and canceled flights
• Determined flight close-out times and completed and verified flight forms. Attended preflight briefings, instructed passengers on all safety and emergency procedures
• Cross-trained and provided back-up for other customer service representatives
