Customer support multichannel through purchasing process in 3 languages, for 5 websites, 5 marketplaces, in 8 countries. (90% satisfaction) @Shopify@Mirakl@MagentoProject management to improve the customer experience (automation 40% of the Customer Service activity) Animation of the chat conversation community (+ 14% conversion rate)

Implement costumer service projects (CRM, e-commerce and backoffice) as a project support role:- Establishing a project plan baseline- Coordinating cross-functional meetings with various functional areas.- Driving solution testing with engineering team- Driving project execution: track project activities, monitor & handle changes, conflicts & escalations.- Creating new process and maintain project documentation and training material.Highlights: Projects achieved 97%… Show more Implement costumer service projects (CRM, e-commerce and backoffice) as a project support role:- Establishing a project plan baseline- Coordinating cross-functional meetings with various functional areas.- Driving solution testing with engineering team- Driving project execution: track project activities, monitor & handle changes, conflicts & escalations.- Creating new process and maintain project documentation and training material.Highlights: Projects achieved 97% usage and 1% of failure recalls. Show less

Executing the 360ª communication plan across all platforms and support the Brand Manager with the next year's Strategic Brand Plan:- Analyzing the KPI’s performance and category opportunities, identifying innovation opportunities.- Creating reports of market share, sales volumes and expenditures.- Leading creative work in contact with cross-functional teams and advertising agencies. - Organizing training reunions with the sales force. - Controlling budget and… Show more Executing the 360ª communication plan across all platforms and support the Brand Manager with the next year's Strategic Brand Plan:- Analyzing the KPI’s performance and category opportunities, identifying innovation opportunities.- Creating reports of market share, sales volumes and expenditures.- Leading creative work in contact with cross-functional teams and advertising agencies. - Organizing training reunions with the sales force. - Controlling budget and purchases.Highlights: Market share increased by 30.6% in six months. Show less

Sales:Developing and managing the existing aftermarket accounts in NA:- Negotiating volumes and sales offers.- Processing sales orders with others service providers (Purchase, production, logistics, finance)- Controlling stocks and inventory.- Providing customer service after sales. Marketing: Supporting the North America Sales & Business Development Director and OEM KAMs: - Updating market intelligence reports: Market share, monthly sales, volumes… Show more Sales:Developing and managing the existing aftermarket accounts in NA:- Negotiating volumes and sales offers.- Processing sales orders with others service providers (Purchase, production, logistics, finance)- Controlling stocks and inventory.- Providing customer service after sales. Marketing: Supporting the North America Sales & Business Development Director and OEM KAMs: - Updating market intelligence reports: Market share, monthly sales, volumes forecasts, market pricing.- Analyzing customer needs and specification.- Translating contracts in French, English and Spanish. - Managing sales meetings within cross-functional teams and customers. - Creating communication solutions: Presentations, mailings, flyers, newsletters and internal newspaper.- Updating and correcting product information on the internal web platform. - Organizing local events in order to promote the brand.Highlights: sales volumes of the aftermarket increased by 13 %. Our Site achieved the Communication Award in 2012 at the International Convention. Show less

Define promotional campaigns for international wholesale distributors. - Updating marketing reports: Market share, benchmark, pricing. - Creating technical and communication supports in French, English and Spanish. - Coordinating communication on social medias: Internal web platform, website, social networks. - Organizing trade exhibitions. - Promoting and selling products during the events.Highlights: Opened negotiations for new distribution channels In Mexico.