Description

I support premium and creative brands in optimizing their e-commerce performance and omnichannel customer experience, by delivering tailored, high-standard, and results-driven solutions aligned with luxury expectations.

With a strong background in e-commerce operations, digital marketing, CRM, and customer journey management, I help brands design and improve seamless, consistent, and personalized customer journeys across all digital and physical touchpoints (e-commerce platforms, customer service, logistics, and retail).

I have developed my expertise within high-end fashion and luxury environments, including Jacquemus, where I managed the end-to-end online customer journey:

• daily customer interactions and e-commerce customer service

• order, delivery, and returns management

• customer satisfaction monitoring and KPI analysis (CSAT, NPS, return rates, processing times)

• cross-functional coordination with logistics, retail, e-commerce, and marketing teams

As a freelance consultant, I bring a hands-on, operational, and performance-oriented approach, combining operational excellence, attention to detail, and a strong sensitivity to brand image and customer expectations, particularly within the luxury, fashion, and premium sectors.

🎯 Objective: help brands enhance customer satisfaction, streamline e-commerce operations, and deliver a refined, personalized, and brand-consistent customer experience.

Langues

Français
Bilingue ou natif
Anglais
Bilingue ou natif
Arabe
Bilingue ou natif
Espagnol
Capacité professionnelle limitée

Préférences en matière de lieu de travail

Accepte de travailler sur site

Paris (jusqu’à 50 km)

JACQUEMUS
Customer Experience & E-commerce Coordinator
LUXE
janvier 2025 - novembre 2025 (10 mois)
Paris, France
Managed multichannel customer interactions (email, phone) delivering a high-standard service in the luxury sector.
Oversaw orders, returns, and specific requests, coordinating with logistics and e-commerce teams.
Optimized the online customer journey and monitored customer satisfaction KPIs (NPS, resolution rate, response time).
Collaborated with retail, marketing, and after-sales teams, providing customer insights to strengthen loyalty and CRM initiatives.
Luxury Customer Experience Luxe E-commerce Brand Experience Customer Relationship Management (CRM)
medici.tv
Chef Projet CRM & Emailing Junior
CULTURE
juillet 2023 - janvier 2024 (6 mois)
Paris, France
Coordinated and executed CRM campaigns across email channels, working with the Editorial team.
Implemented promotional and editorial email campaigns in Adobe Campaign, optimizing performance through A/B testing.
Deployed Marketing Automation campaigns and maintained CRM dashboards.
Conducted competitive and technological monitoring to enhance CRM strategies.
CRM Workflow automation Workflow Branding Conception de plans marketing & communication
Fédération internationale de l'automobile
Coordinateur de services Formula E
AUTOMOBILE
juin 2022 - septembre 2022 (3 mois)
Marrakech, MK, Morocco
Coordinated teams and brand activities for Formula E Morocco, acting as a communication liaison and monitoring event performance in the local market. Conducted preliminary technical checks and individual car inspections, ensuring full compliance with technical standards while supporting smooth race operations and brand excellence.
Leadership Stratégie de communication Suivi de performance Marketing sportif gestion de planning