Description

14+ years of bringing structure, cohesion, and executional clarity to organizations navigating growth, change, and increasing complexity. Background spans operational leadership for a 30+ person creative firm, global internal initiatives for brands including Louis Vuitton, Sanofi, and Accor, international market and service transformation work that raised customer satisfaction by 45%, and consulting engagements supporting executive teams across healthcare, technology, nonprofit, and government environments. Known for connecting people, process, communication, and operational discipline in ways that eliminate friction, strengthen alignment, and help organizations run with more transparency and control.

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Domaines d’expertise

Langues

Anglais
Bilingue ou natif
Français
Capacité professionnelle complète

Préférences en matière de lieu de travail

Accepte de travailler sur site

Toulouse (jusqu’à 10 km), Cahors (jusqu’à 10 km)

NOW CREATIVES LTD.
Managing Director / Strategic Operations Lead
janvier 2020 - avril 2026 (6 ans et 3 mois)
London, UK
Steer execution of a 3-year growth strategy for a 30+ person creative organization, aligning operations, marketing, and service delivery around a more durable operating model. Manage daily operational performance across planning, workflows, team coordination, and internal systems, creating the structure, visibility, and discipline required to support growth without sacrificing delivery quality.
•  Rebuilt operational backbone of the business by introducing standardized workflows, SOPs, and resource-planning systems, easing delivery friction within 12 client teams and equipping leadership with a stronger foundation for scale.
•  Drove operational transformation through people, process, and systems, strengthening accountability, prioritization, and execution among 6 cross-functional teams and elevating on-time delivery to 98% in an environment shaped by evolving client demands.
•  Built cross-team communication, onboarding, and internal knowledge-sharing systems, reducing ambiguity, shortening new-hire ramp up by 2 weeks, and improving execution readiness across creative and operational teams supporting global client work.
Management d'équipe Conduite du changement Gestion de projet Stratégie d'entreprise Réseaux sociaux
13 YEARS COMMUNICATIONS
Creative Account Director / Internal Communications Strategist
janvier 2022 - janvier 2025 (3 ans)
Paris, France
Directed global internal communications and change-enablement initiatives for multinational brands including Louis Vuitton, Sanofi, and Accor, partnering with senior stakeholders to align messaging, execution, and employee engagement in multi-region settings.
•  Designed communication strategies reaching 100K+ employees in 7 regions, bringing consistency to leadership messaging, culture activation, and transformation initiatives in globally distributed organizations.
•  Led execution of 5+ internal campaigns annually across digital, video, and experiential channels, improving delivery consistency, sharpening cross-functional coordination, and increasing engagement by 50% through performance-informed refinements.
•  Developed messaging frameworks for onboarding, DEI, and transformation programs in collaboration with 10K+ senior leaders, driving initiative adoption and raising employee participation by 45% across targeted audiences.
Storytelling Réseaux sociaux Communication Branding Créatif
UNIQUE EDITIONS
Head of Strategy and Growth, International Markets
janvier 2018 - janvier 2019 (1 an)
Toulouse, France
Headed international growth initiatives spanning customer experience, pricing, positioning, and service delivery, aligning teams around data informed strategies to strengthen market traction, improve operational consistency, and elevate customer satisfaction in global markets.
•  Overhauled disconnected customer journeys and service processes in 3 international markets, boosting customer satisfaction by 45% and creating a more consistent experience across regions.
•  Advanced customer success operations and brand visibility by sharpening support team performance, introducing KPI tracking for response time, service quality, and customer satisfaction, and utilizing digital partnerships to increase audience engagement by 35%.
Branding Stratégie d'entrée sur le marché Communication Conseil Créatif

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Master of Science in Business Continuity
Boston University
Master of Science in Business Continuity
Master's Certificate in Project Management
Boston University
Master's Certificate in Project Management

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Jerlyn Camille Malcolm

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