Experience

Heetch

• Spain
• Information Technology & Services
• 200 - 300 Employee

• General Manager Europe

  • Jul 2023 - Present

• General Manager France

  • Feb 2021 - Jul 2023

  Leadership, management and recruitment• Built, shared and implemented a vision, a mission and roadmaps • Managed a 70 people team (50 directly and 20 functionally)• Recruited 100+ talents and built a strong team spirit• Empowered team members and make sure they grow within the team and/or the companyStrategy and operations• Responsible for France strategy, yearly forecasts, headcount and P&L• Monitored our marketplaces to improve our pricing strategy• Optimized our driver conversion funnels to increase our growth• Improved our operational performance towards a 24/7 customer-centric support• Coordinated with Marketing and Product Teams to deliver growth and scalability• Launched new and alternative mobility offersPublic Affairs• Represented Heetch within French institutions (Government, Parliament, Paris City Hall) • Negotiated with federations and professional unions• Spokesperson for press interviews, events and conferences• Led our transformation towards an Entreprise à Mission Show less

• Head of Customer Care

  • Mar 2019 - Feb 2021

  Management and recruitment• Managed a 30 people team with 5 directs• Scaled the team from 8 to 30 people in 3 years• Recruited 50+ people in full-time and part-time• Built a real team culture where people care for each otherStrategy and project management• Designed and implemented a human-centric care strategy• Analyzed data and optimized KPIs• Improved our performance (-75% FRT, -50% HT, +20% FCR, -50% Contact rate), with a volume up to 50k contacts per month• Set up a 24/7 support in-house• Led core projects: training, quality, tooling, recruitmentProduct management• Developed the relationship with the product teams to feed them with needs and expertise• Created the bugs and feedbacks workflow• Fostered a user-centric culture Show less

• Passenger Operations Manager

  • Apr 2018 - Mar 2019

  Passenger marketing strategy• Managed a 15 people team with 5 directs and worked with cross-functional teams (growth marketing, design and brand)• Defined the passenger strategy to boost our awareness, acquisition and retention• Online marketing: brand partnerships, CRM campaigns and social media• Offline marketing: events, field operations, advertising campaignsBusiness analysis• Monitored our users’ CAC and LTV• Launched a one-year NPS campaign• Implemented data driven marketing operations Show less

• Customer Care Manager

  • May 2017 - Apr 2018

  Managed a 8 people team handling up to 15k contacts per month Built processes to make team's life easierWorked with product teams to improve user experience



Marine Nationale

• France
• Armed Forces
• 700 & Above Employee

• Public Affairs Officer

  • Aug 2015 - Dec 2016

  Embarked onboard the Landing Helicopter Deck "Mistral" and the Multimissions Destroyer "Languedoc" • Managed the ships' communication and public relations • Organized diplomatic meetings, official visits and press conferences • Deputy Officer of the watch Participated to multiple operations : Corymbe (Gulf of Guinea - 4 months), Narval (North Atlantic and Arctic - 4 month) Fast-track education at the French Naval Academy Embarked onboard the Landing Helicopter Deck "Mistral" and the Multimissions Destroyer "Languedoc" • Managed the ships' communication and public relations • Organized diplomatic meetings, official visits and press conferences • Deputy Officer of the watch Participated to multiple operations : Corymbe (Gulf of Guinea - 4 months), Narval (North Atlantic and Arctic - 4 month) Fast-track education at the French Naval Academy



Aneo

• France
• Business Consulting and Services
• 100 - 200 Employee

• Management Consultant

  • Jan 2014 - Aug 2015

  Strategy and organizational design • Audited and designed organization structures • Optimized processes, governance models and KPIs • Improved operational performance thanks to the Lean approach Project management and change management • Led and coordinated transformation plans • Defined and applied change management strategies Intrapreneurship • Developed the digital transformation service and several projects linked to innovation • Created the corporate induction seminar. Redesigned external media strategy Sectors: Banking, Automotive Industry. Public, Private. Listed companies and SMEs Show less



Birdy Exports Pvt. Ltd.

• India
• Retail Apparel and Fashion
• 1 - 100 Employee

• Project Manager

  • Jul 2013 - Dec 2013

  Implemented an ERP to improve the garment fabrication process and reduce costs • Process design and mapping • Implementation with the IT team • Coached and trained operational teams Developed a new organic clothing line Managed a workers team Implemented an ERP to improve the garment fabrication process and reduce costs • Process design and mapping • Implementation with the IT team • Coached and trained operational teams Developed a new organic clothing line Managed a workers team



EY

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Junior Auditor

  • Sep 2011 - Apr 2012

  Legal audit of listed, non-listed companies and SMEs • Business and strategy analysis • Risk evaluation and internal control examination • Review of the financial statements Sectors: Industry and Defence Legal audit of listed, non-listed companies and SMEs • Business and strategy analysis • Risk evaluation and internal control examination • Review of the financial statements Sectors: Industry and Defence