Loïc Péron Email & Phone Number

Île-De-France, France

Région De Paris, France

Context:Within a SaaS Data and CRM solutions provider, I led the customer success team responsible for retaining, satisfying, and growing large enterprise clients across 7 European countries.Key clients: Kering, Chanel, Dior Parfums, Booking.com, Yves Rocher, Carrefour, Orange, Philips, Adidas…Responsibilities:- Expanded and nurtured a portfolio of 85 key accounts.- Optimized and analyzed customer journeys.- Ensured high levels of customer satisfaction, deepened… Show more Context:Within a SaaS Data and CRM solutions provider, I led the customer success team responsible for retaining, satisfying, and growing large enterprise clients across 7 European countries.Key clients: Kering, Chanel, Dior Parfums, Booking.com, Yves Rocher, Carrefour, Orange, Philips, Adidas…Responsibilities:- Expanded and nurtured a portfolio of 85 key accounts.- Optimized and analyzed customer journeys.- Ensured high levels of customer satisfaction, deepened customer understanding, oversaw reporting tools, and tracked customer success KPIs.- Managed and coordinated a team of up to 10 individuals (CRM and email consulting services).- Organized regular client events.- Spoke at marketing events (Emarketing, Salesforce, Retaildays Emarsys/SAP, etc.).- Hosted numerous CRM and marketing conferences.Results:- Achieved a 94% customer retention rate.- Exceeded NPS targets Show less

Management of the Technical Account Management team.Support and development of Key Accounts Auchan, Carrefour, Philips, Yves Rocher, La Redoute, Photobox, Webedia...

Launch of the customer marketing and loyalty department for 3 brands and conception of the BtoC & BtoB customer journeys-Definition of the multichannel strategy (email marketing, display campaigns,directmail , outbound calls , DM pressure ) for a gain of +90 000 prospects and +180% enrolments in 2 loyalty programs.- Launch of an international Oracle CRM platform- Member of the Trade & Pricing committee

- Direct marketing Consulting for 25 key accounts and marketing agencies (Orange, Nestle, Citroën, Renault, Kraft foods...).- Management of 30 quantitative and qualitative surveys with 6market research companies (Nielsen, TNS Sofres , Harris, Kantar...)- Coordination of 3 marketing research officers + Assistance to 45 sales representatives.

Management of the Direct Marketing and loyalty department - Management of the CRM Marketing Plan (15 multichannel campaigns, direct mail, emailing, SMS…) 2 million messages and administration of the “Great Members” loyalty program (350 000 members)- Development of the advertising agencies, vendors and partners (American Express, Accor...) relationships

• Development of 14 market studies and 41 customer profiles.• Organization of 12 customer status meetings for the CEO and Senior Executives providing commercial and financial KPI (market shares, profitability…) over 15 countries.• Reduction of the overdue balance by -10 million € through the management of a dedicated workshop.• Introduction of the first geomarketing tool for business intelligence studies.

CRM coordination and support to the European subsidiaries of Peugeot• Launch of 3 CRM tools (The Netherlands, Switzerland and Germany) and 2 loyalty programs in Europe• Development of Email and call center communications + customer events (trade shows, test drive). • Contribution to the go to market strategy of 2 products (1007 and 207 vehicles)

Development of the french dealership website

Training For Certification In Digital Marketing And Communication, E-Commerce/Electronic Commerce

Master'S Degree, Marketing

ESCEM (ESC Tours Poitiers)

Bachelor Of Technology - Btech, Human Resources Management