Paris, Île-de-France, France
Senior Project and Multi-Site Operations Manager with 10+ years of experience in the Hospitality and Airlines/Aviation industries. Currently serving as Head of Lounges within Paris Lounge Network, part of TAV Operation Services (TAV OS). Proven track record of leading complex operations and cross-functional projects across international environments including Rome, Bratislava, Istanbul, Cannes, and Paris. Expertise in Operations Management, Customer and Brand Experience, Business Strategy & Marketing, with a strong focus on Airline Products & Services/Airport Lounges. Strong ability to drive performance through people engagement. Open to relocation.
PLN is part of TAV OS, a subsidiary of Groupe ADP (Aéroports de Paris). Based at Paris-CDG, Leading lounges operations across Paris’s two major airports, CDG and Orly (4 Departure Terminals). Reporting directly to the North Europe Region and Operations Directors. Responsabilité fonctionnelle et pilotage de la performance opérationnelle d’un réseau de 8 salons Haute Contribution (Business Class & VIP), incluant les flagship lounges de la marque Extime du Groupe ADP à Paris-CDG et Orly 4, ainsi que les 3rd party lounges Qatar Airways et Royal Air Maroc. Depuis mai 2024 : recentrage stratégique de mon périmètre sur des sites à forts enjeux business, avec un pilotage renforcé des salons Extime de Paris-CDG (T2B/D : ~22 000 clients/mois) et d’Orly, ainsi que le Primeclass Lounge CDG T2A/C. 𝐊𝐞𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 : > Oversee day-to-day operations and major maintenance projects, lounge openings, or renovations and ensure compliance with project timelines and standards. > Cross-functional project management and implementation of strategic initiatives aligned with the group's financial objectives. > Created and implemented SOPs and service protocols to standardize operations across all lounges, ensuring consistency in service delivery and enhancing operational efficiency. > Led Travel Retail activations with luxury brands (e.g. Bvlgari, etc.) for high-end service or collection launches and commercial campaigns inside lounges, overseeing full operational and commercial execution. > Led Soft Opening, Opening and Launch of Emirates Business Lounge Extension, CDG T1 and Extime Lounge ORY4 (July 2023). > Succesfully managed and operated the Royal Air Maroc VIP Lounge (Paris Station) overseeing all day-to-day operations and technical aspects, contract management while coordinating with Casablanca HQ on key decisions (From Feb 2023 – Apr 2026).
Unit : CDG - AF EXPL EK | Air France Long-Haul Passenger Division CDG HUB, Ground Operations > Responsible for the operational activity of assigned flights, ensuring smooth execution of boarding and passenger handling // Responsable Relais Embarquements pour les vols LC/MC Air France - Altéa DC-CM System. > Acted as the operational point of contact for flights, coordinating stakeholders and supporting real-time decision-making in a high-pressure environment. > Contributed to disruption and irregular operations (IROPs), ensuring service continuity and effective passenger handling during operational disruptions. > Collaborated closely with sales and customer service teams to manage passenger interactions, including complaints, special requests, and Flying Blue loyalty program inquiries.
Unit : RSY KX HC (Business Lounges)
Unit : CDG - AF DSHC KX, Business Lounges Direction Services Haute Contribution CDG HUB Air France provides its loyal Elite Plus customers with 7 Business Lounges at Charles de Gaulle (CDG) Airport Terminals 2E Gate K L M, 2F, 2G (Departures) 2C (Arrivals) - 9000 High-Value Customers/day Rattaché à la Direction Services Haute Contribution d’Air France (DSHC) et en charge du parcours client salons/lounges Affaires, de l’animation produit & ventes directes Business pour les 7 Salons Affaires Air France du HUB de Paris Charles de Gaulle (CDG). 𝐊𝐞𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 : ‣ Ensured that Elite Plus, Air France Ultimate & VIP passengers were provided with the highest level of CX ‣ Promoted services in the Business Lounges by cross selling profitable products and additional services ‣ Delivered face-to-face customer service by managing complex after-sales issues such as disruption-transfer procedures, missed connections, downgrades, customs formalities for transit and/or a connecting flight etc. ‣ Co-created the Service Experience for commercial events with Air France teams, customers and partners
Fast-growing startup specialized in refurbished products | #2 French refurbisher | 75%+ annual growth | Featured in the French Tech 120 Headquartered in Levallois-Perret, France and reporting directly to the CEO. B2B Sales & Business Development Manager – France & Italy 𝐊𝐞𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 : ‣ Led B2B expansion in Italy, establishing strategic partnerships with key global and local players, driving new business opportunities and increasing market penetration. ‣ Managed and optimized the B2B sales pipeline via HubSpot, qualifying leads, maintaining long-term client relationships, and ensuring consistent revenue growth. ‣ Developed pricing and positioning strategies, adapting the commercial offering to market trends and client-specific needs, contributing directly to sales performance. ‣ Collaborated cross-functionally with Logistics, Marketing, and Communication teams to optimize commercial operations and integrate key accounts efficiently. ‣ Monitored KPIs (lead time for customer and supplier deliveries, punctuality, cost control) and analyzed their impact on overall sales metrics. ‣ Prepared and presented weekly performance reports to top management, informing strategic decision-making and business planning. ‣ Contributed to strategic commercial development, including prospecting strategies, portfolio management, and continuous improvement of business processes.
Marketing & Customer Experience (CX) Division 𝐊𝐞𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 : ‣ Managed B2C client relationships in Italy, ensuring high levels of customer retention and satisfaction through proactive support and personalized service. ‣ Implemented customer success strategies tailored to individual clients, optimizing their experience with products and services. ‣ Provided ongoing support and training to customers, helping them maximize the value of the products. ‣ Monitored customer satisfaction metrics and provided feedback to improve service delivery and product offerings. ‣ Collaborated with cross-functional teams to ensure alignment between customer expectations and company offerings. ‣ Managed social media interactions including day to day marketing content plans and e-reputation ‣ Assisted the Growth Marketer in designing workflows and for product's natural referencing (SEO)
Gestion de la première centrale de contact et d’assistance B&B Hotels France, représentant près de 430 hôtels de la marque ( Support VAD ) sur des lignes téléphoniques dédiées à une clientèle Corporate et Loisirs. B&B Hotel Paris Roissy CDG Econochic | ONLY FOR EVERYONE® Hotel Large 226-room segment 𝐊𝐞𝐲 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 : ‣ Increased customer satisfaction by 89% by identifying and implementing service improvements ‣ Participated in the launch of an Open Source contact solution (XiVo System by AvenCall) ‣ Managed a portfolio of over 100 hotels in France, ensuring prompt response to costumer inquiries. ‣ Reported on customer satisfaction metrics and productivity to Regional Directors and top management. ‣ Delivered high-quality customer service, meeting guest expectations and requirements. ‣ Managed both simple and complex operational and commercial issues ‣ Collaborated closely with various departments to ensure smooth hotel operations. ‣ Assumed additional responsibilities related to hotel and customer safety
La Martinière - Private Luxury Mansion 5* Management of 23 Maîtres de Maison