The core model of the customer service solution defined for the whole world (Zendesk + Twilio + custom application linked to all CRM / purchased data,…).

Do you want to set up or optimize your global CRM approach to win new customers or develop your online business? I support companies in their digital transformation, from the definition of the strategy to operational implementation, by intervening in the following areas:Databases, data quality, acquisition program, conversion, customer experience, loyalty program, social networks, SEO, campaign management and reporting tools, Ecommerce site optimization.

Challenges: Launch a new business of B2B services in "start-up" mode, define an acquisition strategy, optimize the user experience and develop the brand.- Managing the deployment of the site on the international markets & innovative projects for the customer experience (www.parrot-airsupport.com) on the emerging and strategic sector of professional drones solutions in collaboration with the CEO (personae, action plan ).- Develop brand awareness Parrot Air Support.- Proposal of specific actions in B2B product marketing, offline and online: develop direct marketing acquisition programs, SEO, SEM, social media and affiliation and generate qualified leads in liaison with the sales team (salesforce).- Responsibility for the marketing plan of Acquisition of B2B traffic (e-mailing strategy, CRM levers, ...)- Collaboration with different teams (IT, Operations, Offers) to ensure the best possible experience and the best conversion of purchase on the site.- Guarantee the online customer experience and optimize the customer experience through UX of the site (A / B testing and qualitative study).- Design and implement the Content Marketing strategy.- Design and manage the actions of off-line marketing communication (more than 25 fairs and events).- Follow-up of the marketing budget and control of acquisition costs.Results:- Marketing Lead Volume: 54% of contacts.- Generation of traffic (up to 8K Unique Monthly Visits) on a niche market in evangelization phase.

Challenges: develop the turnover of Bruneau Group through E-commerce, mobile and social networks. Design and deploy the digital strategy in line with business and marketing objectives. Drive the digital transformation of the company to continually improve the customer experience, especially on the website as could a Director of Commerce online. Team of 13 people.Results: evolution of the turnover share from 30% to 70% in less than 9 years. Internet channel turnover: more than 100 million €. Constitution and management of several organizations aligned with the strategy and the different challenges of the company.Key Achievements :- www.bruneau.fr (Ecommerce website for office supplies), www.kalligo.fr (community platform), www.bruneautech.fr (B2B website for IT equipment).- Lead the digital transformation in transverse with the different departments (marketing teams, customer relations, sales teams).- Offer the best ecommerce site (the best customer satisfaction) and increase the share of the turnover and the profitability of our activities, faster than our competitors.- Responsible for online marketing, customer experience, project development, e-commerce, mobile, content, emailing, SEO, SEM.- Participate in the definition of the global digital strategy for Bruneau and coordinate the various projects.- Develop the Group's various pilot projects in relation with the teams: e-commerce, marketplace integrated to the Bruneau e-commerce site, co-branded websites to test new concepts / business with strategic partners, B2B content community platform, mobile site.- Design the E-commerce organization, manage the teams.- Manage the graphic production of off-line / on-line marketing documents (flyers, e-mailing, web).- Manage Internet Marketing Budget: several M €.

Challenges: going beyond the 10% of Internet sales. Team: 1 person.- Design and manage online campaigns (e-mailing, SEO, SEA).- Define and manage the animation merchandising plan of the website in coordination with the marketing teams (Loyalty and acquisition).- Manage the on-line version of the loyalty program (target: 20,000 customers) in coordination with the Marketing Loyalty Manager.- Participate in the development of a co-branded business development partnership Bruneau / Companéo with the Marketing Director (offering BtoB services to the target of the assistants): paper catalog, website.

Challenges: Launch the Bruneau Group's Ecommerce websites in France, Belgium and Spain, and design exclusive tools and processes to move from a paper and oral culture to a digital culture in order to manage changes in the electronic catalog.- Manage the launch of the E-commerce websites Bruneau.fr, Bruneau.be, Bruneau.es, Maxiburo.fr (eg otto-office.fr).- Design the first electronic catalog of 4000 references by adapting the print offer (creation of multimedia files, recovery of existing texts).- Creation of middle and back office tools in coordination with the internal teams.- Reporting to Steering Committees at CODIR (Management Committee).- Coordination and project management (web agency, SSII, subsidiaries)Result: 9 months to launch the site Bruneau.fr starting from 0.

Challenges: representative of the digital web agency with key accounts customers (commercial role, advisor, coordinator, manager and manager).- Initiation of the strategic reflections of the campaigns, needs analysis by brief, writing of recommendations.- Coordination of projects with internal teams (creation, production).- Reporting and project reviews.- Responsible for the loyalty of the customer portfolio.- Projects:Corporate: www.loreal.com, www.loreal.deContent site: L'Oréal Skin care.Internal communication: L'Oreal Environnement intranetHR: L'Oréal Group's global recruitment management Extranet, Pernod Ricard Group's global recruitment management Extranet.Product site: France Telecom teleconference services.Customer portfolio: L'Oréal, Pernod Ricard, France Telecom.

• Initiation of strategic reflections of campaigns, analysis of needs by brief, writing of recommendations.• Coordination of projects with internal teams (creation, production).• Project reporting and reviews.• Responsible for building customer loyalty.• Projects:Corporate: www.loreal.com, www.loreal.deContent site: L'Oréal Sun Care.Internal communication: L'Oreal Environnement intranetHR: L'Oréal Group's global recruitment management extranet.

Issues: make a website recommendation for Guerlain (cosmetics / perfumes sector).- Benchmark of the existing.- Terms of reference for the corporate website project.Result: The Management Committee requests an oral presentation of the project to decide the GO / NO GO.