My DNA
I am determined to offer you the same magic that we will provide together for your customers and users, in a spirit of empathy, excellence and authenticity.
Background
2010 - Master's degree in intercultural negotiation
My starter kit contains the essentials in marketing, project management, languages, intercultural awareness, how business works, statistics and finance, to embark on my professional life.
2011-2018 - I have been in your shoes.
I initially joined Sage Software company as a marketing manager to focus on customer loyalty and experience.
As a Project Manager, I implemented several technologies : CRM and marketing automation, at a local and global scale. I optimized customer journeys, redesigned processes, improved tools usage, and created end-to-end performance monitoring.
I then joined the global Marketing/Sales Operations team, where I worked to align sales and marketing teams, modeled the marketing contribution (actual and expected) to the business, and determined the objectives of the sales functions involved in the lead conversion strategy.
2018-2023 - I help big companies worldwide with their CX strategy.
As a consultant within Oracle Center of Excellence, I helped international Key Accounts in many industries (banking, energy, cybersecurity, shipping, telephony, retail, tech, etc.)
I supported them to implement or improve their marketing automation solutions, enhance their customer journeys and revenue strategies, design their processes, and reinvent their organizations.
Now - I help my customers to reechant their customer relationship.
I focus on reconnecting your strategy and technologies, with processes and people.
I provide you with a comprehensive expertise and a secured approach, based on methods developed and proven during my previous roles.
My 3 areas of expertise :
- 360° customer experience and vision
- Marketing (and sales) excellence
- Operational efficiency
Continuous training
2024 - DESIGN THINKING
I want to offer you the approach that best suits the specifics of your projects. My watchword is empathy: feeling like the customer, thinking like the user.
This is why I followed intensive training in Design Thinking. By personalising the tools of this method, I help people – in companies, or individually – to move effectively and quickly from idea to action.
I help them to :
- put themselves in the user’s shoes,
- build and run co-creation workshops,
- create the right conditions for collective intelligence,
- prototype a solution and iterate.
2024 - PROFESSIONAL TRAINER
For me, offering consulting also means sharing know-hows, methods, and knowledge. I regularly propose training actions as part of the projects I am entrusted with.
Supporting learners as closely as possible to their personality and needs is very important to me. I embarked on this long-term course, which professionalises the way I can support individuals with upskilling over time.
I am now fully equipped (and soon to be certified) to :
- support learners according to their learning preferences and expectations,
- design and prepare a training approach and path,
- run a training course and assess what has been learnt.
2022 - STRATEGY AND TRANSFORMATION MASTERCLASS
Most customer experience projects mean going through a change, whether they involve modifying subtle elements of users’ daily lives, developing new processes or moving towards a completely different customer culture.
Supporting change is first and foremost about supporting people, with their level of readiness and resistance. And it also requires the support of the organisation and its decision-makers.
I’ve added new strings to my bow to :
- facilitate decision-making by executive committees,
- profile the influences within and around organisations,
- align culture, people and processes to enable successful execution of strategy.
Expertises
Methods
- Project Management 100%
- Change and Adoption Management 100%
- Design Thinking 90%
- Professional Training 85%
- Organisations Transformation 80%
Customer Experience
- Customer Journey 100%
- Customer Relationship Processes 100%
- Marketing Operations 100%
- Lead Management 100%
- Marketing / Sales / Customer Service Alignment 100%
- Sales Operations 100%
MARKETING
- B2B Marketing 100%
- Account Based Marketing 100%
- Retail Marketing 70%
- Selfcare Strategic Approach 100%
- Content Strategy 80%
TECHNOLOGY
- Marketing Automation 100%
- CRM 100%
- Collaborative tools 100%
- Microsoft Office Suite 100%
- Data et Analytics Tools 80%