Senior Customer Success Manager and CRO consultant

• Jan 2020 - Present

- Define and drive account strategy, leading to adoption and consumption - Work with clients to create CRO roadmaps, establish critical goals and key milestones - Collaborate with project teams in strategic planning, estimates, and project delivery - Nurture and develop trusted strategic client relationships - Support growth by providing a thorough product demonstration - Define and drive account strategy, leading to adoption and consumption - Work with clients to create CRO roadmaps, establish critical goals and key milestones - Collaborate with project teams in strategic planning, estimates, and project delivery - Nurture and develop trusted strategic client relationships - Support growth by providing a thorough product demonstration

Digital Project Manager

• Jun 2018 - Jan 2020

Run a team of 5 consultants in charge of integrating content into credit agricole website that will be reused by the 35 local entities and provide support to the local webmaster.• Managed, coached and mentored a team of 8 junior consultants• Designed and deliver reports that improved team activity monitoring allowing to quickly identify risk, major milestones, workload..etc • Gathered and analysed customer feedback in order to provide insight for process optimisation and improve customer satisfaction. • Planned, managed and executed projects to improve customer experience and security• Optimised team resource to ensure delivering capacity Show less

Offer Manager Marketing/CRM and User ExperienceOffer Manager

• Jan 2017 - Jan 2020

Running a team of consultants dedicated to developing the expertise of the firm within the Digital Marketing and Customer Relationship market.• Build and maintain an effective business relationship with coworkers and customers• Ran a team of 15 consultants helping develop the firm expertise by providing expert analysis and direction to internal and external projects about digital marketing and customer experience. • Collaborated with stakeholders to define and implement the strategic roadmap of the unit• Developed 3 new training around digital marketing and customer experience (CRM, UX , Introduction to digital marketing in e-learning) • Organised a conference around omnichannel customer relationship, attended by nearly 300 consultants of the company• Developed new marketing and sales materials to prospect clients and provide support to answer business proposals that allow us to open new contracts. Show less

Organization Project Manager

• Jul 2019 - Dec 2019

Help the IT business unit to implement Agile framework - Co-animate Agile ceremonies (Daily, Sprint planning, sprint review) - Define the best organisation in order to integrate the framework within the team and improve operational effectiveness (governance, roles and responsibilities, reporting and monitoring)- Help the IT business unit to implement Agile framework Co-animate Agile ceremonies (Daily, Sprint planning, sprint review) - Define the best organisation in order to integrate the framework within the team and improve operational effectiveness (governance, roles and responsibilities, reporting and monitoring) Show less

Change Consultant

• Oct 2017 - Jun 2018

Consultant

• Jul 2016 - Sep 2017

HRIT Business Analyst

• Sep 2014 - Jun 2016

IT Risk Analyst

• Sep 2013 - Aug 2014

Ensure IT compliance and follow-up of auditors recommendations • Audit IT asset management process • Analyse and provide recommendations to improve asset management • Organise and conduct IT risk management workshops • Update the IT risk map • Create IT risk management materialEnsure IT compliance and follow-up of auditors recommendations • Audit IT asset management process • Analyse and provide recommendations to improve asset management • Organise and conduct IT risk management workshops • Update the IT risk map • Create IT risk management material Show less

Junior Marketing Executive

• Oct 2012 - Jun 2013

Responsible for the animation of the shocklogic community on social media • Create the newsletter • Implement communication strategy • Help create and integrate visuals for the mobile application • Create userguide for the different softwaresResponsible for the animation of the shocklogic community on social media • Create the newsletter • Implement communication strategy • Help create and integrate visuals for the mobile application • Create userguide for the different softwares Responsible for the animation of the shocklogic community on social media • Create the newsletter • Implement communication strategy • Help create and integrate visuals for the mobile application • Create userguide for the different softwaresResponsible for the animation of the shocklogic community on social media • Create the newsletter • Implement communication strategy • Help create and integrate visuals for the mobile application • Create userguide for the different softwares

Junior Business Analyst

• Jun 2011 - Aug 2011

Assisted in the selection and implementation of a document management software for the company. • Describe and analyse the workflow of the company • Interview employees to identify their needs and current issues • Write the requirements of the software • Set up and test the software • Provide training to the employeesAssisted in the selection and implementation of a document management software for the company. • Describe and analyse the workflow of the company • Interview employees to identify their needs and current issues • Write the requirements of the software • Set up and test the software • Provide training to the employees Show less