France
Fast learner and curious by nature, I am always eager to discover new techs and innovations.
- Leadership and Coordination of Global Customer Experience Teams >Lead and develop a global team of 12 professionals across three departments: • Customer Success: Focused on driving customer satisfaction, retention and growth. • Support: Ensuring timely and effective resolution of customer inquiries and issues. • Professional Services: Delivering tailored solutions and expertise to enhance customer value. > Drive customer satisfaction, retention, and service excellence through tailored regional strategies. > Provide coaching and actionable insights to enhance team performance and regional growth. - Development of the global CX strategy > Define and monitor KPIs to improve satisfaction, retention and growth. > Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey. > Report on performance and innovation opportunities to board leadership. > Optimize processes across departments to enhance scalability and efficiency - Executive leadership and strategic contribution > Serve as a member of the executive comity, providing strategic input and advocating for customer-centric initiatives. > Actively contribute to company-wide decision-making processes and long-term planning. > Ensure alignment between customer experience strategies and overarching business objectives.
- Coordination of the Customer Success team across 4 regions: EMEA, NORAM, DACH, APAC > Lead and develop a team of 6 regional CS managers worldwide with focus on driving the success of customers across all categories. > Oversee expansion & retention strategies across regions > Proactively provide suggestions and coaching to support regional CS growth - Development of the global Customer Success motion > Establish and monitor customer success KPIs and use metrics to identify opportunities to improve customer satisfaction, retention & growth > Partner with cross-functional teams including sales, marketing and product to ensure the best customer experience possible > Provide regular reports to senior leadership on customer success performance > Improve processes to optimize our customer success program
- Creation & Application of the Project Management strategy: > Define and maintain Project Management processes and standards for the use of tools, techniques, templates and reporting (Internal best practices) in the Middle East entity > Measure & track the projects performance, rentability and completion of deliverables - Coordination of the project team: > Organize, motivate, and lead a team of 3/4 Project Managers on multiple projects > Assign projects, prioritize tasks, and set deadlines for project phases and teams > Provide leadership to staff members and facilitate individual and group success - Project management: > Define the project scope, feasibility, schedule (objectives & milestones) and cost > Execute projects, overcome ambiguity and solve problem with stakeholders/project teams to drive progress - Ensure documentation is thorough in every step of a project’s creation, development and execution - Handle complex long-term focused projects - Present project's scope in front of C-level representatives
- International Project Management : Requirements Analysis, Configuration, Implementation, Follow Up & Success Management for Key Accounts such as L'Oréal, Sephora, Cartier and Thales - Business Intelligence / Data Visualization : Expertise in BI Analysis with Microsoft Power BI, Data Formating, Data Modelling, Dashboards creation, BI Reports Implementation, Big Data & KPIs Analysis - Pre Sales Project Requirement & Key Accounts Post Sales Development - Manage projects for more than 10 Key Accounts in the GCC countries (including L'Oréal, Sephora, Dior, Cartier, Thales) About the company: Daxium Software Middle East is a 200% growth company, based in the new tech hub community of Dubai sponsored by Google (Astrolabs), which provides mobile solutions on smartphones and tablets to businesses and public organizations. These configurable applications help them to monitor their market and their external activities by optimizing the performance of their teams on the field (Sales force in-store and merchandisers, technicians, auditors). Our business verticals : - Retail: CRM & Sales, operations, marketing, education, customer experience - Facility Management: asset management, maintenance checklist, merchandising checklist, audit - M-Governement: smart city, surveys... Key accounts: Retail : L'Oréal / Sephora / Chalhoub / LVMH / Dior / Benefit Cosmetics / Cartier / Chanel / Redbull Others : Veolia / Enova / Alstom / AF compressor / Thales
- Concept : Event agency specialized in "glow in the dark" sports - Company set-up, Business Development, events organization, marketing - Growth of 100 % in one year
Engineering and developing POC (Proof of Concept) on new trending techs in a R&D lab : MI’LAB (Mobility & innovation Laboratory) - Development of some subscription's web services to applications - Research and Development on the Polymer Project (Google Technology) & WSO2 API Manager.
WINNER of a 30-hours HACKATHON on the subject « innovating for tomorrow’s customer experience». After a 30-hours sprint, our team has been selected among 15 teams for a period of 4 months where we developped the whole concept of our project : a data-mining application which could suggest purchases based on the customer's needs. Out of the pitching presentation in front of a proffessional jury, we finally won the 1st place among the 4 finalists. - Work along with a multidisciplinary student team - Use of Co-Design tool to find an efficient and effective concept in short time - Design the application with Oney Banque Accord’s mentors - Design the final presentations - Produce a "commercial" to promote our application - Initiation to machine learning and data-mining