Recruited, managed and coached a team of 9 CSM | Portfolio of 50 high touch clients in Retail and CPG sectors (Leclerc, Les Mousquetaires, Carrefour, U- Enseigne, Pierre Fabre, Unilever...)- Built processes between Customer Success, Support, Services and Sales driving change management to foster collaboration between customer facing teams- Coached the team to develop an account management approach to expand our footprint (Networking, Account Reviews, QBRs, Retention plan, Lead and Pipe Generation...)- Followed compensation plan to drive quarterly objectives on pipeline generation (#qualified meetings | "Dollarized" Opportunities) and Retention rate- Built KPIs and reporting tools (Timesheet, Churn forecast, Retention rate) and implement Salesforce, Gainsight- Identified upsell opportunities based on customer needs and pain points, resulting in a 3.5M€ pipe generation in 3 years- Secured Renewal process- Collaborated with product teams to drive change in products and services based on customers' feedback

Managed and grew a team of 6 CSM and a portfolio of 20 high touch clients in Retail and Private label (Carrefour, Casino Group, U-Enseigne...)- Enhanced client value delivery by structuring the team and developing the customer success strategy for {100+} retailers and manufacturers- Coached the team to develop their account management skills to drive upsell and cross-sell and impact company growth- Implemented processes and methodologies | Defined KPIs- Delivered value to clients thanks to the construction and delivery of joint success plans

Managed a portfolio of retailers : Carrefour Group, Casino Group, Provera, Auchan, Monoprix, Transgourmet (15M€)- Detected Upsell and Cross-sell opportunities- Drove contract negotiations, deals closing- Prepared account plans including retention, people map, upsell and cross-sell strategy- Coordinate internal stakeholders to ensure best-in-class service delivery- Built long term relationships aligned with the retention strategy

Managed a portfolio of retailers : Auchan, Aldi, Groupe Carrefour, Groupe Casino, Monoprix, U-Enseigne- Managed tenders, commercial proposals, drove contract negotiations and close deals - Analysed and challenged factories costings (Poland, UK, China)- Accountable for account strategy and account P&L

Coached a team of 2 product managers in charge of delivering all Private Label packaging (From conception with the agencies to Pass-on-press) and products to the French and Benelux retailers (Auchan, Carrefour, Aldi, Monoprix, Groupe Casino, Provera, U-Enseigne, Albert Heijn, Hema...)- Tenders management - Costings Analysis (Factories in Poland/China/UK) - Final product offer proposal - Negotiations preparation based on skus profitability aligned with Business Plans- Responsible for products range launch in collaboration with retailers (From tender to shelves) | Category reviews and category management- Contribution to Large Account Plans elaboration - Marketing plan for the « Nappy sacks » launch on the french market together with the UK team

Enabled local chinese KAM team on sales best practices with western retailers (Auchan, Walmart, Carrefour…) and reported to HQ in Sweden- Enhanced client satisfaction scores by {12%} by implementing tailored account strategies in collaboration with Global Account Managers- Secured contracts with {10} Chinese and {5} Western retailers, expanding market reach- Elaborated Electrolux sales plan in China- Store visits to have a clear picture of Electrolux category management

OPening of the first Carrefour Hypermarket in ChinaIn charge of "Housekeeping" and "Shoes"- Sourcing and negotiations with Chinese suppliers