• Developed and implemented a global customer service and partner success strategy.• Established key performance indicators (KPIs) for both consumer and partner segments, including metrics like Customer Satisfaction, Effort Score, Revenue and Service Level Agreements.• Acted as the primary liaison for customer and partner feedback, driving company-wide improvements across delivery, product quality, e-commerce, and in-store experience.• Managed regional customer loyalty managers in Paris, Taiwan, Munich, and New York, ensuring service quality and optimizing operational KPIs.• Negotiated after-sales contracts with key accounts and strategic Partners (FNAC, Boulanger, Magnolia-Best Buy, etc.) • Pioneered the use of AI in customer service (volume forecasting, issue identification, chatbot, article writing, IA-augmented agents, etc.).• Built company's product repairing model, expanding its deployment globally with a customer-centric outlook. • Participated actively to the sales channels increase (from 900 external points of sale to 2000 worldwide) Inc. internal retail stores (from 1 to 20)

• Led and managed Microsoft’s EMEA Customer Service and Support operations, overseeing a team of 350-500 professionals across 10+ languages, serving nearly all European and African regions.• Managed multiple customer service channels, including Customer Service, Technical Support, Premium Services, social media, e-commerce, and telesales, ensuring smooth delivery and sales operations.• Developed and implemented customer experience and procurement strategies for Microsoft, covering financial, invoicing, security, and outsourcing processes.• Improved Customer Satisfaction (CSAT) by 6%, reflecting a commitment to enhancing service quality.• Pioneered a Change Management program with a pilot in EMEA, driving organizational transformation to meet evolving business needs.

• Led strategic initiatives to align with customer needs and expectations across consumer, partner, and commercial segments.• Oversaw the validation and implementation of strategic changes in the EMEA region, developing dashboards to track business, financial, and operational performance for stakeholders.• Directed a lean project to optimize operations and reduce handling time across all EMEA service centers.• Implemented center consolidation to streamline processes and cut service costs, including relocating German consumer operations to Bulgaria and launching multilingual outbound marketing campaigns in the UK.

• Spearheaded initiatives to enhance quality, efficiency, and cost-effectiveness while driving revenue growth and return on investment in the French market for Microsoft.• Initiated Voice of the Customer and Partner processes to gather feedback and identify improvement areas for brands and services, facilitating action plans based on insights.• Led lead generation efforts for partner enrolment and commercial initiatives, contributing to business expansion as well as developed and implemented change management processes globally.• Defined portfolio boundaries and strategies for Small Business and Mid-Market sales teams, focusing on pipeline engagement, sales cycle definition, and targeted marketing messages.• Maintained a strong focus on reporting, utilizing efficient KPIs to drive action plans and align with customer feedback, ultimately meeting performance targets.

• Managed a team for Consumer Technical Support, overseeing their recruitment, training, and mentoring to ensure high-quality service delivery.• Developed and implemented a comprehensive Knowledge Management program for the French market, with a focus on quality metrics such as content posted on support.microsoft.com and article views.• Led projects to enhance self-service mechanisms, transforming them into measurable ROI and simplifying key performance indicators (KPIs) for improved efficiency.