Sandra HAROUTOUNIAN

En résumé

Entreprises

• Sage France - Head of Customer Experience

  Paris 2015 - maintenant

• Sage France - Customer Experience VoC Manager

  Paris 2015 - 2015

• Sage France - Installed base and Loyalty Marketing Manager

  Paris 2011 - 2015 Main 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

  Bâle 2004 - 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
  

Formations

• Ecole Supérieure De Commerce ISEE

  Paris 2006 - 2007 BUSINESS UNIT MANAGER - Master Marketing Stratégique

• ESAA Duperré (Paris)

  Paris 1998 - 2001 Spécialisation Métiers du Luxe
  
  BTS Design Mode
  - Prépa. aux Ecoles d' Arts Appliqués

• Lycée Romain Rolland

  Argenteuil 1995 - 1998 Histoire de l'Art
  
  littéraire opt. arts plastiques