Experience

Samsung Electronics France

• France
• IT Services and IT Consulting
• 300 - 400 Employee

• Head of Customer Experience

  • Jan 2023 - Present

  Paris, Île-de-France, France



Rémy Cointreau

• France
• Beverage Manufacturing
• 700 & Above Employee

• Head of Digital Experience, CRM & E-Commerce - LOUIS XIII COGNAC

  • Sep 2021 - Jan 2023

  Paris, Île-de-France, France E-business P&L responsibility worldwide Leading e-business projects (e-boutique and WeChat boutique, e-retail partnerships, social commerce). Responsible for opening new markets for e-commerce (e.g. SEAP, Japan, China) Ensures that the e-commerce websites' activities are in line with the local and global marketing plan Allocates development budget strategically ensuring optimal return on investment New strategic E-business opportunities Improving CRM programs (end clients &… Show more E-business P&L responsibility worldwide Leading e-business projects (e-boutique and WeChat boutique, e-retail partnerships, social commerce). Responsible for opening new markets for e-commerce (e.g. SEAP, Japan, China) Ensures that the e-commerce websites' activities are in line with the local and global marketing plan Allocates development budget strategically ensuring optimal return on investment New strategic E-business opportunities Improving CRM programs (end clients & on-trade), database, journeys, e-mail & social CRM initiatives, campaigns (SFSC, SFMC, Charket), project roadmaps and ongoing activity in line with global business goals and requirements (including E-business) Providing analysis & reporting Developing segmentation & personalization initiatives to increase loyalty & acquire new clients. Building core CRM skills and competencies within the LOUIS XIII community, Global E-Commerce team, affiliates & more largely within the RC Group Creating innovative digital experiences, for both end clients and trade partners, notably via connected decanter, QR codes, boutique & GTR app Ensures brand website animation, optimization, and overall client experience online Supporting Retail Education team for E-training tools (priorities, construction and validation, implementation follow-up) Piloting the Global Travel Retail market from a business, operational & strategic point of view, using three main KPIS: sales, contribution & brand image. Implement relevant reporting to support and challenge markets on both their marketing and commercial plans Key stakeholder during budget process to set and then monitor yearly ambitions and brand plan: sales volumes, A&P budget and KPIs. Providing recommendations in group projects at LOUIS XIII level and Remy Cointreau Group level (digital transformation, CSR) Show less



Groupe ETAM

• France
• Textile Manufacturing
• 700 & Above Employee

• E-commerce Consultant

  • May 2021 - Sep 2021

  Paris et périphérie Leading Undiz.com e-commerce business unit (France, Belgium, ROW and Marketplaces) In charge of marketing and business website animation Reporting, KPI set up. Responsible for e-commerce P&L New project and UX optimization shared with Digital Group steering committee Traffic growth using paid and organic search Management of a team of 5



BMW Group

• Germany
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Experience Consultant

  • Jan 2021 - May 2021

  Paris et périphérie Leading UX optimization projects based on CRO strategy In charge of the CRM animation plan Creating new customer journeys for BMW 1 series, iX3 and BMW i3 New content strategy recommendation for MINI loyalty program



Relais & Châteaux

• Hospitality
• 400 - 500 Employee

• Head of E-commerce, Digital Marketing & CRM

  • Nov 2012 - Sep 2020

  Paris , France Responsible for the global e-commerce strategy. P&L management of web business-unit goals (50M € turnover). From traffic acquisition (SEO /SEM), conversion optimization and website UX/UI (AB Test), customer affiliation and social media to measurement framework. Project management: New digital platform + Mobile Apps delivered in 6 months. Looking after a 10-staff-team (Project Manager / Developer / Webmaster / Webdesigner, CRM/Data Project Manager). Achievement 2015 >… Show more Responsible for the global e-commerce strategy. P&L management of web business-unit goals (50M € turnover). From traffic acquisition (SEO /SEM), conversion optimization and website UX/UI (AB Test), customer affiliation and social media to measurement framework. Project management: New digital platform + Mobile Apps delivered in 6 months. Looking after a 10-staff-team (Project Manager / Developer / Webmaster / Webdesigner, CRM/Data Project Manager). Achievement 2015 > 2020: x3 turnover growth. Show less



VIRGIN STORES

• France
• Retail
• 1 - 100 Employee

• CRM Manager

  • Aug 2011 - Oct 2012

  Région de Paris , France Leading customer marketing on/off-line. Implementing customer recruitment strategy through an App and building a omnichannel animation plan. In charge of customer knowledge (cross-channel purchasing habits research). Audit of existing affiliation programs: e-mail and communication typology, database framework, KPI and reports, e-mail marketing campaign (tools and measurements). Reporting to Marketing Director – leading a staff of 3 (Dataminer, Webmaster/emailing campaign… Show more Leading customer marketing on/off-line. Implementing customer recruitment strategy through an App and building a omnichannel animation plan. In charge of customer knowledge (cross-channel purchasing habits research). Audit of existing affiliation programs: e-mail and communication typology, database framework, KPI and reports, e-mail marketing campaign (tools and measurements). Reporting to Marketing Director – leading a staff of 3 (Dataminer, Webmaster/emailing campaign supervisor). Show less



Conforama

• France
• Retail
• 700 & Above Employee

• Marketing/ Web communication Manager

  • Sep 2009 - Aug 2011

  Région de Paris , France Responsible for website animation (assortment / UX / sales / digital services). Leading CRM and E-CRM communication within conforama.fr website (50M visitors/year) as well as 200 stores. Building a 12 million customer database animation strategy. Leading projects in relation to customer knowledge. Creation of a customer bigdata center, implementing campaign management tool (Adobe Campaign). - Reporting to E-business Director – in charge of staff of 6: E-merchandising… Show more Responsible for website animation (assortment / UX / sales / digital services). Leading CRM and E-CRM communication within conforama.fr website (50M visitors/year) as well as 200 stores. Building a 12 million customer database animation strategy. Leading projects in relation to customer knowledge. Creation of a customer bigdata center, implementing campaign management tool (Adobe Campaign). - Reporting to E-business Director – in charge of staff of 6: E-merchandising manager, direct marketing manager, project leaders, research supervisors, webmasters, and graphic designers. Achievement: increasing additional net margin by 20% within two years. Show less



Go Sport

• France
• Sporting Goods Manufacturing
• 700 & Above Employee

• Study and Marketing Manager

  • Sep 2006 - Sep 2009

  Région de Grenoble , France Loyalty program management for GO SPORT and COURIR. Implementing multi-channel CRM strategy (Web, mailing and sms) to enhance brand, optimize website and traffic to store. Setup and lead role for many infrastructural functions such as customer care, trade marketing, terms and conditions negotiation, mystery shopper visits and gift cards offer. Reporting to the CEO. In charge of a staff of 4. Achievement: 10 points of growth in revenue on cardholders.



Catalina USA

• United States
• Advertising Services
• 700 & Above Employee

• CRM Consultant

  • May 2004 - Sep 2006

  Boulogne-billancourt CRM consultant for Carrefour Market – Leading French retailer. In charge of data targeted voucher campaigns. Analysis and recommendations to Carrefour’s CRM director. Internship as an assistant for Carrefour City – Convenient Store Card data analysis – Customer segmentation.



DECATHLON FRANCE

• France
• Retail
• 700 & Above Employee

• Shop assistant

  • Aug 1997 - May 2004

  Région de Paris , France Part-time job