Harriet Klement Email & Phone Number

Bordeaux, Fr

Bordeaux, Nouvelle-Aquitaine, France

Bordeaux, Nouvelle-Aquitaine, France

**Project Management Leadership:**Orchestrating sovereign projects with a focus on efficiency and efficacy.**Cross-functional Coordination:** Spearheading collaboration with over a hundred stakeholders within Floa and BNP Paribas. -**Stakeholder Engagement:** Cultivating strategic relationships with Heads of departments (legal, compliance, finance, data, IT, risk etc) to ensure alignment and drive project success.**Localization Process Implementation:**Strategizing and implementing streamlined localization processes to enhance operational efficiency and global reach.

Bordeaux, Nouvelle-Aquitaine, France

**Quality Assurance Leadership:** Establishing stringent quality requirements for German call center agents, laying the groundwork for an acclaimed customer care experience.**Call Center Sourcing and Contract Negotiation:**Identifying and onboarding new external call centers, including negotiating contracts to ensure optimal service delivery.**Team Management Across Multiple Locations:** Recruiting and overseeing agents across three sites (Germany, Turkey, Portugal), fostering a cohesive and high-performing team culture.**Cultural Adaptation and Process Enhancement:** Defining the German tone of voice, instituting localization processes, and refining translations across all communication channels for enhanced customer resonance.**Data-Driven Customer Experience Optimization:** Utilizing data analysis and customer feedback to pinpoint pain points and drive continuous improvement initiatives, resulting in a notable +23% increase in German customer satisfaction within one year.**Strategic Ownership and Stakeholder Liaison:** Taking charge of the strategy, budgeting, and invoicing for German Customer Care, and serving as a liaison between the General Manager DE and the Vice President of Customer Care, facilitating seamless communication and alignment.**Team Leadership:** Providing leadership and direction to the German Customer Care team, ensuring operational excellence and fostering a culture of collaboration and continuous improvement.

Pessac, Aquitaine, France

**Multinational Project Oversight:** Spearheading the project management of over 40 international initiatives, delivering actionable insights to key stakeholders such as the Head of Marketing and Head of UX Research, for renowned brands including Coca-Cola, Adidas, LVMH, and L’Oréal.**Social Media Consumer Behavior Analysis:**Leveraging a profound comprehension of consumer purchasing cycles and behaviors through comprehensive analysis of spontaneous social media interactions (TikTok, YouTube, Instagram, review websites, etc.) in English, German, and French to discern consumer sentiment and preferences.**Insightful Data Translation:** Translating raw data into impactful insights for clients, illuminating consumer expectations and future trends, thereby informing strategic decision-making on product development, including ingredients, packaging, and claims.**Strategic Reporting:** Crafting comprehensive reports in English, elucidating strategic recommendations to guide clients on shaping future product offerings to align with evolving consumer needs and preferences.Squad Leadership and Workflow Optimization:**Senior Profile Management:** Directing and mentoring a team of three senior professionals from diverse cultural backgrounds, fostering collaboration and maximizing team performance.**Workflow Enhancement:** Proactively seeking solutions to enhance production workflow efficiency, implementing and rigorously testing these solutions to assess their effectiveness and utilization by collaborators, and iteratively refining processes based on feedback for continuous improvement.

Région De Bordeaux, France

- Project management of 10+ projects for BOSCH (coordination of website creation, flyer creation, mailings, Facebook ads, proof of concepts for mobile applications)- Creation of websites with WordPress, logos, flyers, business cards and SEO Strategies for small individual organizations

Région De Bordeaux, France

**Market Entry and Partnership Development:**Spearheaded the successful launch of peer-to-peer motorhome rentals on Europe's largest market within the caravaning industry, achieving significant market penetration and establishing strategic alliances. **Insurance Collaboration and Product Innovation:** Collaborated with Allianz to co-create a pioneering insurance offering, engaging in discussions with the German Head of Insurance Offers, subsequently adopted by peer-to-peer rental platforms across Germany, demonstrating innovative leadership and industry influence.**Brand Establishment and Reputation Management:** Established the brand's tone of voice, facilitated website localization through an internal tool, orchestrated participation in trade fairs, forged key partnerships, and cultivated a robust online reputation, solidifying brand positioning and consumer trust.**Public Relations and Industry Representation:** Secured television and magazine interviews to elevate brand visibility, leveraging media exposure to secure the position of Vice President within the Sharing Economy group of the Federal Association of German Startups, amplifying industry influence and advocacy efforts.**Team Leadership and Development:** Oversaw the management and training of the German customer care team, fostering a culture of excellence and continuous improvement to deliver exceptional customer service and support.

**Strategic B2B Sales Acquisition:** Identified, engaged, and cultivated relationships with key decision-makers, resulting in the acquisition of 30 new clients and a remarkable 300% increase in Cost-Per-Click (CPC), showcasing adept negotiation skills and business acumen.**Enhanced Inbound Marketing Channels:**Revamped and optimized all German inbound marketing channels, including Community Management, SEO strategies, content creation, and sales enablement initiatives, driving increased brand visibility and lead generation.**User Experience Enhancement:** Collaborated closely with the tech team to implement enhancements to the website and app, focusing on improving user experience and functionality, ultimately enhancing customer satisfaction and retention rates.**Strategic Public Relations and Operational Marketing:** Orchestrated impactful public relations initiatives, including securing interviews and participation in trade fairs, to bolster brand recognition and industry presence, demonstrating proficiency in operational marketing strategies and brand management.

Bordeaux

**Strategic Go-to-Market Strategy Development:**Strategically crafted and executed the go-to-market strategy for the successful launch into the German and Swiss markets, driving brand awareness and market penetration.**Effective B2B Sales Expansion:** Proactively identified, engaged, and established connections with key decision-makers, resulting in the acquisition of 10 new retail partners and generating a substantial turnover of €1.2 million within one year, showcasing adept negotiation skills and business development prowess.**Trade Fair Coordination:** Orchestrated the brand's presence at trade fairs in Germany and France, optimizing exposure and engagement opportunities to effectively showcase products and services to target audiences.**Website Enhancement and Community Engagement:** Spearheaded improvements to the website using CSS enhancements, enhancing user experience and brand perception, while also developing a comprehensive Community Management strategy tailored specifically for the German market, fostering engagement and brand loyalty. Additionally, created sales support materials to empower sales teams and facilitate customer interactions, demonstrating a commitment to delivering holistic marketing solutions.

Different little jobs and travelling all around Australia: Syndey, Brisbane, Cairns, Ayers Rock, Darwin, Broome, Perth, Melbourne...

Munich

Master'S Degree, Marketing

Master Thesis (in French): "How does employer branding influence the recruiting process?"

Bachelor'S Degree, International Marketing

Bts Hôtelier, Gastronomie Et Hôtellerie