Experience

• 

  LOOP Mission

  • Montréal, Québec, Canada

  • Gestionnaire Senior Marketing et E-commerce

    • Apr 2023 - Present
    • Montréal, Québec, Canada

• 

  Evive Nutrition

  • Canada
  • Food and Beverage Manufacturing
  • 1 - 100 Employee

  • Directeur Expérience clients

    • May 2020 - Apr 2023

    -Develop and deploy yearly plans to grow e-commerce revenues-Develop strategies, sales plans, budgets and forecasting to achieve e-commerce sales objectives and continue to grow e-commerce channels within an Omni-channel environment-Establish, with the marketing lead, go-to-market strategies for current customers as well as objectives and track these closely-Lead promotional events on the e-commerce channel and ensure a seamless omni-channel experience -Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey-Own lifecycle marketing strategy and build, test, and optimize engagement and retention programs (email, SMS, website, unboxing, etc.), making continuous improvements based on performance and trends-Frequently conduct A/B tests and analyze results to improve retention, conversion rate, and LTV-Build testing roadmap (subject line, send time optimization, content/creative, links, frequency, cadence), iterating and improving upon existing and new objectives-Manage creative briefing process and work closely with the members of the creative team to plan out all email and SMS campaigns keeping the customer at the center of all communications and content-Partner with VP of marketing to organize an annual planning process - including strategy development, KPI target setting, and resource/budget allocation - and manage these outcomes throughout the year.-Lead multi-channel tactics to promote customer engagement, retention and loyalty across email marketing, and on-channel messaging & advertising.

  • Gestionnaire experience-client

    • May 2019 - May 2020

    -Manage and support customer service staff -Identify customer needs, consolidate data and communicate with the SLT to capitalize on opportunities-Manage on site FAQs to ensure customers have the appropriate information-Enable a two-way stream with customer facing teams through – collecting feedback from customers to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.-Create, update and enforce our customer-facing policies-Liaise with our operations department and 3PL to ensure orders are shipped within our Service Level Agreements-Create processes, macros and rules to ensure we are maximizing our customer service portalIdentify efficiency opportunities and drive to establish best practices to address opportunities

• 

  Idolem Hot Yoga Studios

  • Représentant service client

    • Jun 2018 - Jun 2019

• 

  Deloitte

  • Montreal, Quebec, Canada

  • Junior Staff Accountant

    • May 2018 - Dec 2018
    • Montreal, Quebec, Canada