À propos de Clémence
💻 10 ans d'expérience dans la mode et le luxe.
👩🏻💼 7 ans d'expérience dans le digital/e-commerce
Je peux vous accompagner dans la création d'une expérience client optimale et inoubliable pour vos clients.
De la construction d'une stratégie user centric, à la réalisation d'une user research, en passant par des maquettes et prototypes animés pour donner vie à vos projets.
🔍 UX Research :
- Enquêtes qualitatives et quantitatives
- Tests utilisateurs
- Personae
- Benchmark UX
👤 UX Design :
- Architecture de l'information, Site Map
- Wireframes
- Customer Journey Map
- User Flow
🎨 UI Design :
- Moodboard
- Style tile
- Design System
- Prototypes animés
🖋️ Copywriting :
- Emailing
- Landing pages
- Mock-ups
⚒️ Outils : Figma, Mural, Dartagnan, Zendesk, Iadvize, Prestashop, Slack, Notion, Slite, Suite Microsoft, Suite Google, Google Analytics, Maze, Hotjar
👩💻 Développement : notions en HTML, CSS, Javascript
Français
Bilingue ou natif
Anglais
Bilingue ou natif
Portugais
Capacité professionnelle limitée
Espagnol
Capacité professionnelle limitée
En télétravail uniquement
Travaille majoritairement à distance
Expériences
- CHANEL PBProduct ManagerLUXEfévrier 2022 - juillet 2023 (1 an et 6 mois)Neuilly-sur-Seine, FranceDevelopment of new makeup & skincare experiences for chanel.comIn charged of the packaging feature & development of a new personalization feature (check-out)Gathering requirements from all markets and contributing to roadmap constructionProduct strategy & discovery: defining the vision and strategy, organizing various discoveryworkshops, conducting the User Research. Defining the key metricsProduct design: drafting the design brief, monitoring development of mock-ups andprototypes, constructing customer journeys, leading the user tests, writing functionalspecifications and participation to features priorisation workshopsDelivery & Testing: validating user stories, monitoring developments, organizing variouscommittees, conducting testing, and coordinating testing phases with the RegionsAnalyzing performanceConducting the Go-to-market strategy
- SephoraConsultant in Charge of Customer Experience & JourneysMODE & COSMÉTIQUESnovembre 2021 - janvier 2022 (3 mois)Neuilly-sur-Seine, France- Operations management & prioritization of bug tickets, and follow-up with IT- Analysing the existing processes and writing requirements to optimize the conversion rate- Selfcare journey: content & process optimization
- BonneGueuleE-Commerce Client Experience ManagerMODE & COSMÉTIQUESfévrier 2017 - septembre 2021 (4 ans et 8 mois)Région de Paris, FranceMen Fashion / E-commerceMy mission: Implement a "Client Centric" vision to enhance the customer experience on the e-shop.Digital Project Manager: revamp projects for bonnegueule.fr- Gathering requirements- Mock-ups design and monitoring their development- Writing and integrating contentCustomer Service Manager:(2020 KPIs: 97% satisfaction rate - 40% of customers receive a response in less than 1 hour)- Defining the customer service policy and optimizing processes.- Creating a "Brand Book" for Customer Service (personas, guidelines, Customer Service values...) and building a knowledge base on products and services.- Conducting a qualitative survey to gather insights to improve products and the BonneGueule experience.- Ensuring the proper transmission of information and data to the Development/Quality team to improve products.- Reporting bugs to the technical team and monitoring their resolution.- Recruiting, Management and training of Customer Service advisorsCMS: Prestashop - ERP: ODOO -Automation: Actito, Mailchimp, Shopimind - Dartagnan (email design)Project management and ticketing tools: Redbooth, Trello, Zendesk
Recommandations
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Formations
- Product ManagerNoé2023
- UX/UI DesignerIronhack2020Bootcamp intensif en Part-Time (7 MOIS). - Design thinking - Recherche UX - Design UI - Conception interactive - Prototyping - Architecture de données - Développement web - Organisation agile - Lean management - Branding
Certifications
- Product ManagerNoé2023
- CopywritingLive Mentor2021