• Analysis and Reporting of the CRM & CRMX Team => Conducted ad hoc analyses on key projects utilizing Tableau and Salesforce Marketing, collaborating closely with CRM stakeholders to understand project needs and deliver actionable insights that facilitated informed decision-making (e.g. Confirmed changes in Return To Player that led to a £1.8M net profit). => Developed and maintained comprehensive Tableau reports tailored to the CRM Team's requirements, mining data via Databricks and Alteryx, and ensuring continuous support for the CRM reporting environment with both newly created and inherited reports.• AI & CRM facilitator role => Leveraged dual expertise in AI and CRM to enhance collaboration between the two teams, providing analysis and reporting support to the CRM Team (e.g. use of Tableau, interpretation of figures) and assisting the AI Team in understanding CRM software capabilities and workflows, such as Salesforce. => Managed CRM-AI documentation and reporting frameworks, creating detailed Confluence guides to empower the CRM Team in analyzing market performance, and leading the implementation of an efficient reporting framework to streamline analysis and reporting processes.

• Analysis and Reporting for the Casino Director => Delivered ad hoc reporting for the Casino Director, promptly addressing reporting needs and resolving discrepancies in performance reviews. => Developed and maintained casino-related Tableau reports, tailored to the requirements of the CRM Team, ensuring the consistency and accuracy of the CRM reporting environment, including reports both newly created and inherited.• Monthly Reporting Audit for CRM Team => Conducted in-depth reviews of monthly reports across a dozen regions, ensuring accuracy, proper interpretation, and clear presentation of data. => Introduced the CRM Team to new reporting tools to enhance the quality of their reports, and managed the documentation of reporting frameworks to ensure adherence to monthly reporting processes.

• Management of the Communication and Marketing Campaigns => Managing recurring Promotional Campaigns: segmented by customer’s profile, proposing different marketing products via our communication tools (e.g. emails, sms, push notifications, banners…) and reacting to our customers’ behaviors by building extended Salesforce Journeys => Creating original themed Promotion Campaigns around seasonal events (e.g. Black Friday, Christmas) to create engagement => Managing the website experience, through the use of banners and games’ ordering, whilst making sure our product is compliant to Belgian regulations• Analysis of our retention performances => Weekly analysis of the Salesforces and Casino performances: Assessing the Casino performances (1.5K active customers) across numerous KPIs, and presenting actions to correct course in case of deviations against our objectives => Monthly Report: In depth review of our monthly performances and marketing campaigns, as well as presenting the future campaigns and solutions to better our customer experience to Senior Management and Casino Director• Senior and Specialist Mentoring => Coached and supported personal development of junior members of the team => CRM Team Specialist: Salesforce Data management and journey building

• Analysis of the communication performance =>Fortnight analysis of the Salesforces, websites and social media database :-Assessing the website (20K visits per month) and Facebook pages (2.6K likes) performances (e.g. visits, bounce rate, likes per posts, audience)-Analyzing the 25K clients CRM database, qualifying leads=>Performance reporting to board of directors :-Outlining the monthly marketing results data into straight forward presentations for the senior executives-Setting forth solutions to issues encountered and discussing future actions with the directors• Management of the communication, events and digital agencies:Successfully worked under very tight deadlines and extreme pressure=> Managing monthly plans and materials of communication in Frenchand Dutch (e.g. radio spots, online bannering, newsletters)=> Events planning (e.g. open doors days, launch events for the new Renault car) • Managing the company’s presence on social medias and redesigning the company’s website:=> Supervision of the community management :-Contests, daily publications and community animations during the Open doors days on Facebook (Likes basis rose by 30% within 6 months)-Conception of a new Facebook page for Dacia=> Improving the websites :-In depth work on user experience (e.g. bounce rate fell by 20% & connection time rose by 30% within 4 months)-Implementation of new features such as online tire shop (boosted the total tire sale by 10% within a month)

• Project manager of e-Mag, the intern journal of the department given to 800 coworkers:=> Coordination of the editorial committee, organization of the editorial line=> Management of the services linked to the e-Mag such as photographers, printers • Project manager of the B to B marketing catalogue of the department:=> Data gathering from our services and interviews of customers=> Producing an easy to understand content over highly technical services => Creating and sharing values and ties with the costumers• Supporting function for other departments :=> Producing communication supports and applying SNCF graphic standards to the departments’ communication products=> Organization of intern conventions: hall selection, managing of caterers…

• Recruitment service for large companies (e.g. SNCF, LIDL) • CV screening on intern and extern sources• Phone and physical interviews• Animation of recruitment cessions for groups of 30 candidates