À propos de Jaafar
Avec plus de 5 ans d’expérience dans des startups dynamiques, je me spécialise en gestion des opérations, avec un focus particulier sur le service client et la gestion de projet. J’ai conçu et optimisé des processus de support client pour offrir des expériences fluides et efficaces. Mon approche terrain m’a permis de réduire les délais de réponse, d’augmenter la satisfaction client et d’accompagner la croissance de l’entreprise. Habitué(e) à évoluer dans des environnements en constante évolution, je sais m’adapter rapidement aux besoins opérationnels. J’ai également géré des projets transverses impliquant plusieurs équipes, en assurant coordination, respect des délais et qualité des livrables. Rigoureux(se), réactif(ve) et orienté(e) résultats, je mets mes compétences au service de missions opérationnelles concrètes. Mon objectif : structurer, améliorer et faire grandir vos processus internes et votre relation client.
Anglais
Bilingue ou natif
Français
Bilingue ou natif
Arabe
Bilingue ou natif
Accepte de travailler sur site
Paris (jusqu’à 50 km)
Expériences
- BrigadCommunity ExperienceRESTAURATIONjanvier 2019 - Aujourd'hui (7 ans et 5 mois)Paris, FranceOnboard qualified professionals on the app- Manage professionals onboarding on the app while keeping high quality standards, continuously improving them.- Ensure a sufficient and diverse supply of professionals to meet the business needs across our various markets.- Collaborate with the growth team to attract new professionals and engage with our existing pool.- Coordinate with the PX team to enhance features based on users feedbacks and market demands.- Apply and improve operational playbooks to ensure onboarding experience for professionals and uphold quality standards.Optimize the connection between businesses and the talents they need- Support and drive the launch of new businesses and groups of businesses on the app, working closely with the sales teams- Execute manual actions to accelerate the connexion of missions, particularly in expansion zones where the pool of professionals is still growing- Identify and scale high-value actions to better connect missionsSupervise the market tension and present regular reports- Monitor key performance indicators (KPIs) such as supply-demand balance, missions connexion rates and conversion rates of new professionals.- Share regular reports and presentations on our markets performance, projects and initiatives for management and stakeholders.- Create dashboards and utilize data analysis to gather insights and lead actionable recommendations.- Gather professionals feedbacks to improve their onboarding process and their ability to connect with the best mission propositions for them.- Implement and lead initiatives to optimize marketplace performance and achieve growth targets.Collaborate with cross-functional teams- Collaborate with cross-functional teams including PX, growth, sales, and customer care to drive coordinated efforts and achieve shared objectives.
- NissanSocial Media Marketing and DigitalAUTOMOBILEavril 2018 - octobre 2018 (7 mois)Paris, FranceStrategy:•Developed the social media roadmap strategy (roles and objectives of Social Media platforms)•Benchmarked and audited across Nissan Business units (27 markets)•Collaborated with Facebook, Instagram, Twitter, YouTube & Linkedin•Led the Linkedin content plan for Nissan Europe handle•Advised content for VP Marketing of Nissan on LinkedinModeration:•Monitored community managers activities through monthly reports, performance, service-level agreement•Audited best-in-class customer experience on Social Media networks•Ensured TOV (Tone of voice) guidelines across European market•Secured brand VI (Visual identity) consistency across Nissan Europe channelsListening/Reporting:•Participated in managing social listening tools & ensured data quality (Synthesio)•Provided regular recommendations on Social Listening key metrics•Controlled crisis management & provided real time report•Kept track of e-reputation of brand (conversation, sentiment, verbatim…)Cross functional:•Coordinated market projects to ensure productivity and efficiency•Reviewed monthly performance of RBU’s (Regional Business Units) on YouTube optimization channel (6 markets)•Collaborated closely with media and digital agencies (Equancy, Publicis Sapient, OMD…)•Took lead in creative optimization project and met with 10 suppliers for future projects•Participated in Social Martech (Sprinklr, Social Bakers, Salesforce...)
- UberOboarding SpecialistTRANSPORTSjuillet 2016 - décembre 2016 (6 mois)San Francisco, États-Unis•Helped with onboarding drivers onto the Uber system•Reviewed, maintained and organized driver documentation•Found resolutions to driver issues and questions•Responded to support issues both in-person and over email promptly•Worked closely with the driver operations and community operations teams to streamline process•Represented and promoted Uber in outdoor events/concerts
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Formations
- Bachelor in Business AdaministrationUniversity of San Francisco2016
- Masters in International Marketing and Business DevelopmentSkema Business School2018
Certifications
- Global Collaboration CertificateX Culture2015