Veronique Bachmann
Customer Experience Director at Mumzworld.com- Claim this Profile
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Bio
Credentials
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Certified Consultant & Trainer
ExceliaOct, 2021- Nov, 2024
Experience
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Mumzworld.com
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United Arab Emirates
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Technology, Information and Internet
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200 - 300 Employee
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Customer Experience Director
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Jan 2020 - Present
Ensure that the customer experience team works in collaboration with all business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey . Oversee strategy, planning and execution of Enjoy’s Customer Experience goals, including defining specific near-term and long-term roadmap to achieve success . Lead, influence, and collaborate with cross functional teams to ensure that Enjoy consistently delivers great end-to-end customer experiences across all stages, channels and touchpoints in the customer journey, focusing on new tools, technology & improvements . Scale and lead our customer experience team to achieve the highest levels of customer issue resolution through delightful, timely, and professional communications with customers. . Customer journeys mapping with redesign across all stages and touchpoints in order to build customer trust, loyalty as a conversion engine and increase efficiency and profitability. . Identify emerging trends in customer behavior and align customer interactions to develop services and solutions offerings that address customer desires throughout the customer experience lifecycle. . Lead, manage & appraised the Customer Care Team, Content Team & external partners to ensure the highest level of service . Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience Show less
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Cdiscount
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France
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Software Development
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700 & Above Employee
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International Project Manager / Business Development
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Jul 2013 - Dec 2018
Senior International Project Manager Managed the "Go to Market" roadmap for Cdiscount's expansion in Latin America, Asia, Africa, Europe… Market analysis: evaluation of the of e-commerce markets opportunities Coordination and implementation of website platform/business from project phase to launch Framing and Leading of the Project Roadmap, integrating GO TO MARKET phases, Business plan – P&L, risk management, Resources, Operational model, SEO plan, Marketing Plan, Catalog and Product Range, CRM, Customer Promise… Design the operating model, synergies within IT, Vendor management, Supply Chain, Adjustment to local requirements Lead weekly steering committee with the local directors and French IT managers Implementation of Local Structure, Human resources, offices, services, business partners, 3rd part, services… Fulfillment - Definition of Supply Chain requirements (implementation of the warehouse, process definition - Inbound/Outbound/Returns, KPIs, Run recommendation Supply Chain Audit – Study of the logistics chain optimization needs and evolution in order to maximize revenue and profitability CRM KPIs: assortment, traffic, assortment, conversion funnel Show less
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Toys"R"Us
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United States
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Retail
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700 & Above Employee
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E-Commerce Operations Manager
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Jan 2010 - May 2013
E-Commerce Operations Manager – Project Management Focusing on Customer Service, Inventory Planning and Fulfillment services, effectively providing guidance to Toys"R"Us market on how to benchmark and effectively launch the operations of the online webstore and run the daily operations. - E-commerce Launch (business case - RFP – Contracts – Quotations – selection of 3PL providers – process and procedures – training…) - Implementation of a dedicated e-commerce warehouse (Supply chain design and management in view of maximizing margin and invoicing potential while optimizing service levels and total costs of operations). - Development & Implementation of Customer Service (CRM & CMS to manage the business) Recruitment, structuring and management of customer service teams. - Operations KPIs and analytics (Development of indicators and monitoring of performance, defining and improving processes, implementing corrective action plans, cost reduction). - Managed the daily operations of a multimillion €uro online business. Effectively execute online sales and grow the business aggressively. Manage online content and pricing as well as the e-commerce Call Center. Continuously partnered with the IT group to create business requirement documents for improving the customer experience and improving back-end support systems - Budget/P&L Management. - Cross Channel strategies - Active Inventory Management process for storage capacity management Show less
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Nike
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United States
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Retail
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700 & Above Employee
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COUNTRY OPERATIONS MANAGER
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2005 - 2009
Country Operations Manager - Customer Service & Operations Organizational leadership – leading a team of 40 people. Ensure proper staffing & training of employees to provide necessary support for internal & external customers and to develop a leadership talent for advancement and succession planning to deliver premium service to our customers. - Supply Chain: Engage assigned customers to identify their supply chain strategies, align strategies and implement tactics supporting the Supply Chain Objectives for top lines growth. Evaluate customer specific requests for change in logistics (identify strategies to improve the KPI) Lead the development of Valued Added Logistics Services and improved Order Profile. Truck utilization and Distribution through-put. In line with market structure and Sales priorities deploy advanced SC capabilities from replenishment to CDS/CPFR model Management of a third part logistics provider for VAS - Definition of the quarterly & monthly goal setting with EOM’s strategies - - Provide commercial support to enable Revenue Growth - Lead, develop & execute - Facilitate the growth in the region by providing clear supply chain initiatives in line with Customer growth plans and requirements Show less
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BAYROL France SAS
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France
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Chemical Manufacturing
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1 - 100 Employee
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Responsable des Opérations - Logistique/Transport Relation Client
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Jan 2001 - Feb 2005
Responsable Relation Client – Logistique & Transport Responsable Relation Client – Logistique & Transport
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Education
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2021 -
Excelia
CONSULTANT FORMATEUR, Consultant / formateur -
ESCP Business School
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