P. Sarah

Development strategy of Retail and Ancillary Services for Air France KLM group. 780M€ profits/year. Strong profits growth (+ 70% in 4 years) thanks to:

- more selling points opening => social commerce, IPad, inflight sales,

- strong recovery policy => repair, notification, proactive refund, care

- payments as component of customer experience => payment with frequent flyer miles, installment, multi-currencies, inflight, payment link, wallet vouchers, subscription

- development of cross-sell strategy with airline and non airline partners,

- personalized offers (smart data),

- upsell and merchandizing technics. Within this position, I regularly intervene in conferences on retail, payment or cross-sales topics. I work with several start-ups (ShareGroop, Dohop, Gowento/Splio, Smooss among others). Moreover, I am active in IATA future of interline working group aiming to design new supplier/retailer interactions within airlines and travel ecosystem (with a strong focus on multi-modal journeys) or within Skyteam Alliance to build seamless customer journey. Together with my colleagues, I designed and implemented many innovative services, sometimes within a very short timeframe:

- SmartConnect to combine Air France and Transavia flights (virtual interlining),

- Digital gift card on Airfrance.com,

- Paid packed lunch on Hop,

- Sofa option on Joon (called Cosy),

- CO2 compensation in Miles for Flying Blue, leveraging many marketing components (customers insights, product design, customer experience, user experience, digital marketing, loyalty, customer satisfaction, customer care & assist, branding, sales funnel, distribution strategy, omni-channel approach...). Customer focus I Digital innovation I Working agile I Multimodal I Mobility I Platform I Marketing strategy I Service design I Smart data I Startup I Growth I Go to market I App I Care I Big Data

In a partial activity context, on top of my regular job, I supported CEO of SODEXI (Air France daughter company of express freight) on his strategic and marketing plan 2020-2025 => audit on services offer, strategic positioning of the company (PESTEL analysis, Porter strategies), future B2B / B2C business development and structuration of commercial organization (verticals, products, key accounts, partnerships, customer service) ... Strategic plan I Marketing plan I Business development

In a tormented economical period, I secured cargo revenus optimization (900M€ turnover/ year) thanks to market analysis, marketing segmentation, inventory and capacity management, repair, sales force stimulation, new products design and involvement on B2B annual deals negotiation. I led a team of 50 people (through 6 direct reports). I implemented steering tools, 3D modelization tools and predictive models for better efficiency. During this period, I redesigned and mutualized flight analysts recruitment processes together with Passenger Revenue Management, designed new onboarding processes but also sponsored and supported implementation of a new booking management system (called "Cargobus"). Business strategy I Digital transformation I Collaboration & Leadership I B2B marketing I Data analystics I Hiring & Onboarding I Team management I Reporting