Client Experience Manager with 7+ years in marketing, now working on customer-centric strategies in luxury and premium retail. I design omnichannel journeys and data-driven initiatives that transform client insights into growth, loyalty, and desirability. My track record includes delivering best-in-class NPS (90) for a concept store, working on exclusive digital services (+240% CLTV), and supporting their global roll-outs across 40+ markets. Passionate about storytelling and art, I thrive in environments where client culture and brand heritage are at the heart of performance.
- Develop innovative services to enhance the retail customer experience - Design and implement the customer journey for a concept store in collaboration with internal teams (Marketing, Merchandising, Products, Communication, Retail Education, IT...) and external agencies - Launch and manage a partnership with DOCTOLIB to reference our telemedicine service on the platform, in collaboration with internal teams (Franchises development, IT, Communication, Legal...) - Work on the continuous improvement of our in-store telemedecine service, in collaboration with our internal teams (Franchises development, IT departement, Legal...) and our partners MEDADOM and TESSAN, to provide an optimal experience for our franchisees and patients - Seek, identify and implement strategic partnerships to optimize stores performance - Innovation and competition benchmarks
Product Owner: - Development of new apps (UX/UI and technical specifications on #Confluence , #Azure DevOps and #Figma) with Product Marketing, Expert IT, R&I, Scientific teams and external designers in the codes of Luxury - Lead worldwide deployment of apps and services by building a strong roll-out plan with different stakeholders/teams (Retail design, Digital, and Education): Skin Screen, Shade Finder, Lash Anatomy, Virtual Try On - Development of 360° digital kits with external agencies Enhance Beauty Tech global support: - Ensure the worldwide roll-out of a new support model for our field teams by working closely with Expert IT and Retail Education teams Competition, data & KPIs monitoring: - Monitor services KPIs with the help of markets and data science teams (#powerbi #domo) - Competition and global trends benchmarks
Within the Android Go-to-market France team, I supported the deployment of Android OS on the premium segment for the French smartphone sector: - Definition of strategic consumer groups - Produce market reports based on GfK panels, internal and 3rd party data for France team and global leads (stakeholders performances, consumer journey evolution...) - Results reporting of commercial and marketing actions co-led with our partners (results analysis, key learnings extraction and sharing best-practices with other countries teams and global leads) - 360 Marketing activation - Interface between GFK and our team to produce tailor-made data sets to keep track of our activity at a granular level
As part of the International Strategic Marketing team of the Cookware Business Unit, I actively participated in the development of the main TEFAL product category composed of 8 new ranges. Product development: - Participation to the product development from concepts creation to launch and existing ranges monitoring - Development of marketing plan in line with current projects - Preparation of packaging, shoots and product catalogues briefs - Definition of the set of activations in support of the subsidiaries within the launches plan (360 product: Digital, In-store, Communication, Education) in connection with the different project stakeholders - Coordination with internal teams for the development of the product and associated 360° activations: communication, digital, studio, laboratory, retail design, packaging, etc. - Optimisation of the marketing mix and product positioning - Coordination of launches with key markets and international operational marketing - Collaboration with industrial experts on product feasibility - Update of all necessary information in various systems (SKU data, packaging…) - P&L management Market analysis: - Analysis of trends and growth opportunities (sell-in/sell-out datas, U&A studies, competitive intelligence, consumer insights, global culinary trends...) Leadership: - Nurturing pleasant and constructive dynamics with key creative agencies - Product concepts presentation to Marketing Director
As part of the International Marketing Development team at L'Oréal Paris Men Expert in the consumer products division, I actively participated in the challenging and thrilling mission of developing two different product axes: Hygiene and Hair Care. Product development: - Participation to product development from concepts creation to launch and product lines monitoring - Creation of marketing plan in line with current projects - Preparation of packaging and shoots briefs - Definition of the set of activations in support of the markets within the framework of the launches (360° product: Digital, In-store, Communication, Education) in connection with the internal and external projects stakeholders - Coordination with internal teams for the development of the product and associated 360° activations: communication, digital, product formulas briefs, studio, packaging, etc. - Optimisation of the marketing mix and product positioning - Coordination of launches in conjunction with key markets and international operational marketing - Collaboration with industrial experts on product feasibility (Development of the first Men Expert recycled shower gel packagings) - Update of all necessary information in various systems (SKU data, packaging…) - Budget management Market analysis: - Identify unmet consumers needs and concerns in the men's beauty category based on cosmetic, fashion and lifestyle trend monitoring, competition and sell-in/sell-out analysis - Testing new product concepts with the Consumer and Market Insights (CMI) team and a Marketing Consulting team through Focus Groups Leadership: - Nurturing pleasant and constructive dynamics with key creative agencies for outsourced projects - Product concepts presentation to Marketing Director
SIMPLE AND NEW is a strategy consulting firm created by former Project Managers from ROLAND BERGER, a leading global strategy consulting firm. SIMPLE AND NEW aims at offering a service quality worthy of the best firms, with the agility of a start-up. The clients (Hermès, Pernod Ricard, Fitness Park etc...) are prestigious groups from a variety of industries such as FMCG, Retail, and Luxury. I was staffed as a Brand Manager consultant for a La Montre Hermès project, swiss fine-watchmaking branch of Hermès: - Establishing the brand in men's watchmaking (Work on the Brand Brief: Clarify key audience, determine business goals, define brand persona, develop key messaging) - Creation of the collection plan - Development of a digital tool to structure the internal communication circuit for product information
LEGIMETRIE - FRANCE EDL is a leading Property Surveys company that transcends its market with innovative solutions. My mission was to work on the development of our new virtual-reality home tour offer, for the luxury real estate sector. Project Management: - Business intelligence: Competition, market, and trends analysis - Development of an HD immersive real-estate virtual tour (Matterport) offer for our luxury real estate prescribers, in order to improve our Brand Equity and penetrate the luxury real estate market Brand Marketing and Digital Marketing Strategy: - Deployment of the digital and social media strategy: SEA/SEO/SMO referencing, content management, competition - Marketing campaign budget management Business development: - Prospecting prescribers (real estate agencies, notaries, lawyers, professionals linked to the real estate sector, etc.) Creativity: - Creation of virtual home-staging for our prescribers with HomebyMe software as a Branding tool
- Customer reception - Sales - Stock management (inventory, orders...) - Application of merchandising guidelines - Accounting
- Customer reception - Sales - Stock management (inventory, orders...) - Application of merchandising guidelines - Accounting