Commercial development strengthening customer relations has been my playground for more than 15 years now.My everyday goal: putting clients and employees at the heart of strategy.Empathetic by nature, I help organisations and their teams to design and deploy an excellent customer experience, based on strong, lasting relationships.Putting the relationship before the transaction is THE key to sustainable, solid performance: - A very satisfied customer is 92% more likely to make a purchase- A very satisfied customer spreads proactive, positive word-of-mouth, creating your future traffic... but a dissatisfied customer talks about it 4 times as much...My mission: to make your strategy clear and easy to explain.I help you to improve relations between your customers and employees; I help your managers to become servant leaders who motivate and develop their teams.Since 2010, I have worked with over 150 luxury brands, hotel groups and banks. Here are a few examples of projects I've had the pleasure of managing:✔️Consutling to improve sales indicators↳Customer satisfaction, Conversion rate, Average ticket, Retention rate, NPS✔️Customer experience optimisation↳Introduction to CX, optimising the customer journey, creating an emotional experience✔️Management training↳How to boost team motivation and development, How to become a servant leader ✔️ Customer management↳Managing strategic accounts directly for 10 years✔️ Key Note Speakers and recommendation presentations↳Speaking to CEOs, Sales Directors and Executive Committees in French, English and Spanish✔️ Facilitator for transformation workshops↳ Activation workshop, Design Thinking, Emotional Intention✔️Retail Education↳Training sales teams (Sales advisors, E-advisors, Trainers, Retail Managers, Area Managers)✔️ Team management↳Executive coaching, management of 20 Customer Success Managers in 10 countries over 5 years (recruitment, onboarding, assessment, development plan)✔️Executive Committee member↳In charge of commercial "farming" strategy and digital transformation at Albatross CX (new ERP, new CRM, Client Score Card, n'sided offer)I had the pleasure of being a professor in customer experience and services in 2021/2022 for ELLE Education, a degree created by MIT, Complutense University and ELLE magazine. I also founded Olindra in 2022, whose mission is to help organisations and their teams shape long lasting, impactful relations with their customers.I'd be happy to talk to you if you're passionate about these topics too.