Lausanne, Vaud, Switzerland
Energetic and results driven Customer Care Manager and Retail Professional with track record in building valuable relationships with customers and implementing successful end to end experiences across all physical and digital touchpoints to consistently meet business objectives. Proven experience in leading global and complex projects to their completion aligned with the brand equity. Strong capability in negotiating partnerships and alliances with the keen ability to capture opportunities and thrive new ventures. Outstanding interpersonal and communication skills, collaborating with people at all levels with substantial leadership, relevant training and mentorship experience. Specializing in CRM, Customer Experience, Customer Service, Retail and Digital Transformation, creating a customer-centric culture and promoting this ethos throughout the entire organization. Expertise : - Customer Care - CRM - Retail - Customer Experience - Customer Service - Digital Transformation - Leadership - Interpersonal & Communication
Conducted an analysis leading to the implementation of new distribution models in order to optimize Boutiques’ stock level in alignment with Customer’s demand.
Own the end to end consumer journey, ensuring customers receive a superior experience, to drive increased customer conversion, satisfaction and loyalty. - Supervised the Administrative Customer Service department and mentored about fifteen administrative officers. - Restructured the Customer Service department, streamlined process flows and fostered a Customer centric culture throughout the service. - Standardized Customer Service & Customer Care communications to ensure a coherent and consistent approach with Customers. - Co-authored the training material and coached boutique Staffs as well as retail Executives to enhance Customers’ experience in the brand’s network and drive sales. - Initiated and headed the deployment of an e-Learning solution to guarantee and master teams’ knowledge level worldwide. - Orchestrated the reactivation campaign of the brand’s Client database with the entrance into force of the GDPR - “General Data Protection Regulation”. - Developed and launched a global cloud based Microsoft CRM solution and advocated a Client centric culture throughout the organization. - Audited and negotiated contracts with third parties which often resulted in partnered growing opportunities. - Lead and coordinated the launch of the first global Breguet’s newsletter to its Customer with a + 50% opening rate result in numerous countries. - Initiated the warranty digitalization project allowing an improved monitoring of a watch life and enhancing Customers’ experience.
Supervise the short & mid term production plan for respective product lines thus ensuring business requirements are met. - Monitored production activities, capacities, inventories and lead times to meet the defined sales forecast. - Drove monthly workload/capacity review to anticipate bottlenecks and ensure the effective use of production capacity. - Maintained continuous communication with Production, Procurement, Supply Chain and other support functions to provide proactive actions and improvements. - Coordinated the implementation of a digital solution enabling the fine sequencing of production orders, reducing administrative workload and improving communication between all different production departments.
Responsible for creating, changing, maintaining and analysing ERP data. - Produced reports, determining and reporting on KPIs, conducting analysis on Supply Chain data events, trends and evolution, providing ample means to control and drive production. - Oversaw the data migration from the former ERP system to the new one, developing IT tools to verify data accuracy and take potential necessary corrections.
- Supported the Supply Chain Manager, creating reports & KPIs, streamlining processes to meet sales forecast. - Designed and improved the entire After Sales process and operational management, improving service level from 30% to 90%.