• Analyse des besoins• Coordination et pilotage de l'ensemble des actions publicitaires et promotionnelles liées au produit ou service• Etude de la faisabilité du projet• Elaboration d'un cahier des charges• Fixe les échéances et encadre le respect des deadlines• Assure le suivi budgétaire• Négociation avec des partenaires, mise en place et suivi de contrats partenaires• S'assure du bon déroulement du projet et coordonne les équipes

• Ensure account retention, business growth, contractual health and maximum satisfaction of clients within a portfolio of 60 large merchants.(worth 130M$/year of processing volumes).• Responsible for cross selling PayPal products and services to increase new revenue.• Effective working relationships with relevant departments within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Large/Enterprise Merchant segment.• Analyze and understand the merchant’s current and future business needs.• Quarterly sales and performance presentations with Top 20 merchants.• Sales support as required for the large merchant segment sales team representing the PayPal operational structure, business unit processes and procedures.

• In charge of monitoring and managing a portfolio of 150+ merchant accounts solely and a common portfolio of 500+ French, Belgian and Swiss merchant accounts• Managing merchant accounts development and retention.• Providing advisory service to merchants on PayPal products, with emphasis on helping them integrate products that are best suited to their Business models.• Engaging in Business acumen conversations in up and cross selling a range PayPal products to SMB/VIP merchants• Develop and maintain cross functional proficiency within selected departments• Competitive and legal intelligence to ensure the best customer experience______________________________________Achievements & Projects• Spot Award: Performance and engagement, business acumen, delivering best practice during calls (TL call calibration) and enthusiasm.• Project still ongoing: Tutorial video creation for FR Merchants.

• Provide sales and product support to Privileged Merchants by phone and email. Point of contact for Privileged Merchants• Analyse of business models to offer the best opportunity for our Merchants’ business needs• Assist Privileged Merchants regarding risk policies, PayPal products, procedures and processes.• Provide consultative advice on new products or features that would benefit the Merchants through upsell or inbound campaigns.• Develop and maintain cross functional proficiency within selected departments• Competitive and legal intelligence to ensure the best customer experience______________________________________Achievements & Projects• Team top performer of the team after only 2 months

• Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately• Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics : AHT, customer experience, proactive product offered and accepted opportunities• Provide consistent feedback regarding overall customer satisfaction, tools and processes• Identify fraud trends by investigation• Analysing customer behaviours and merchant targets to proactively recommend and educate the customer about features and benefits of products• Handle KYB/KYC and FATCA for EMEA______________________________________Achievements & Projects• Improve NPS of 17% of the FR team in 3 months• Project to improve seller protection for gamers • Personal project of tutorial for new members• Personal project of solution all-in-one for small merchants

• Customers’ satisfaction• Handling incoming calls• Diagnostic, troubleshoot, adapt and resolve customers’ issue on various high tech products• Creating a continious relationship with customer• Sharing the knowledge and experiences with prospects and customers• Guiding new users with our policy, products and softwares• Supervisor’s backup : team management• Evaluating calls from advisors• Mentoring new employees• Coaching advisors• Personal Development Project : Creating of an internal document to earn in efficiently

• Product Management, from launch to the retirement of market• Sales support for customers and technical supports with sales force• Technical support for internal departments (Logistics, Quality Control, Research and Development, etc)• Marketing plan and budget elaboration for product line, statistical analysis, sales support definition• Product competitive intelligence and market research in collaboration with R&D and the Head of Marketing Product• Document management (database and promotion tools)• IT tools creation for Marketing department and Sales force

• Customer Service• Food preparation• Cleanliness and hygiene• Training new employees• Animation of the children’s birthday• Tasting of news to customers

• Creation and perpetuation of an internal newsletter• Relationship management and assistance between Local Communities and their Dedicated Interlocutors• Press relation• Strategic intelligence• Participation in the organization « Fête des Lumières de Lyon »

• Organisation of the Women Tennis Open GDF Suez des Contamines-Montjoie• Phylantropy management for french culture• Strategic intelligence

• Campaign strategy• Negociations with the media• SEO (Search engine optimization)