• Conducted comprehensive organizational audits to assess internal processes, systems, and structures, identified improvement areas, and recommended corrective action plans and strategic solutions• Utilized customer journey mapping techniques to analyze and enhance customer experiences, generating increased customer satisfaction and retention• Engaged with C-suite teams and key stakeholders to define, reprioritize and synchronize organizational targets to company’s short-, medium-… Show more • Conducted comprehensive organizational audits to assess internal processes, systems, and structures, identified improvement areas, and recommended corrective action plans and strategic solutions• Utilized customer journey mapping techniques to analyze and enhance customer experiences, generating increased customer satisfaction and retention• Engaged with C-suite teams and key stakeholders to define, reprioritize and synchronize organizational targets to company’s short-, medium- and long-term growth objectives• Determined and sourced best-fit IT tools and technologies to meet specific business needs; drafted detailed specifications and requirements for IT systems, ensuring alignment with organizational goals and industry standards• Oversaw deployment of IT systems, coordinating with internal stakeholders and external vendors to ensure seamless integration and minimal business operations disruption• Monitored and analyzed KPIs to measure strategy and change effectiveness, making data-driven adjustments to drive continuous improvement and maximize operational efficiency. Show less

• Managed a diverse portfolio of 20 projects, engaging with French retail leaders and C-suite executives from various businesses, including Nestlé, La Redoute, Cdiscount, Auchan, Groupe Seb and Samsung• Created, on-boarded and managed day-to-day omnichannel, multilingual and multi-site customer services across multiple locations, including France, Morocco, Madagascar, Portugal, and Belgium• Led and developed cross-functional teams from 2 to 600 associates in call centers; established… Show more • Managed a diverse portfolio of 20 projects, engaging with French retail leaders and C-suite executives from various businesses, including Nestlé, La Redoute, Cdiscount, Auchan, Groupe Seb and Samsung• Created, on-boarded and managed day-to-day omnichannel, multilingual and multi-site customer services across multiple locations, including France, Morocco, Madagascar, Portugal, and Belgium• Led and developed cross-functional teams from 2 to 600 associates in call centers; established functional objectives; performed 1:1 performance reviews; and created performance development plans to support skillset building and accomplish KPIs• Conducted GAP analysis to identify improvement opportunities; optimized operational strategies for recruitment, training, performance monitoring tools, CRM (Shopify, Zendesk, Sales Force, custom CRM) and forecasting functions• Defined customer experience strategies to elevate customer satisfaction, loyalty and retention, and decrease contact costs• Leveraged NPS and Voice of Customer methodologies, including satisfaction surveys, benchmarking customer experiences and solution design workshops to elicit customer feedback and insights, integrating them into strategy development and critical decision-making processes• Identified and pursued new business opportunities, navigated tender processes, led contract negotiations, and strategically drove account growth in volume, margins, and overall activities• Oversaw P&L management for assigned projects with a financial impact of €10M, monitoring forecasts, revenue and expenses to ensure profitability and financial targets were met Show less

• Assisted the sales team at La Poste Group to implement a new CRM system.• Embedded structured change management strategies and governance frameworks tailored to specific target groups, such as field teams and call centers. • Developed communications/training materials and learning programs, delivered user buy-in/training sessions and acted as product champion to ensure successful adoption while minimizing bottlenecks/change barriers.

As a Department Manager, I held a pivotal role in driving the profitability and success of the Accessories division at Printemps Italie. My key accomplishments include: - Collaborating closely with the purchasing department to curate and ensure optimal assortment and supply chain management. - Providing leadership to a team of 30 sales associates through effective recruitment, motivation, coaching, training, and scheduling. - Orchestrating the overall business operations, resulting… Show more As a Department Manager, I held a pivotal role in driving the profitability and success of the Accessories division at Printemps Italie. My key accomplishments include: - Collaborating closely with the purchasing department to curate and ensure optimal assortment and supply chain management. - Providing leadership to a team of 30 sales associates through effective recruitment, motivation, coaching, training, and scheduling. - Orchestrating the overall business operations, resulting in a €5 million in annual revenue. - Spearheading a comprehensive store plan overhaul to enhance the customer experience and maximize sales potential. Show less

I conducted a comprehensive analysis on the transformative effects of outsourcing the warehouse operations at Printemps La Valentine store, uncovering the hidden potential for increased efficiency, optimized inventory management, and substantial cost savings