Browse profiles Post a project
Malt welcom

Welcome to Anaïs's freelance profile!

Malt gives you access to the best freelancers for your projects. Contact Anaïs to discuss your project or search for other freelancer profiles on Malt.

Anaïs Belmonte

CRM, Relation client, Fidélisation, Engagement

Can work in or around Paris

  • 48.858705
  • 2.342865
Propose a project The project will begin once you accept Anaïs's quote.
Propose a project The project will begin once you accept Anaïs's quote.

Location and workplace preferences

Location
Paris, France
Can work onsite in your office in
  • around Paris and 15km

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

Categories

Skills (20)

Anaïs in a few words

Passionnée par les enjeux d'Engagement Client, j'accompagne les marques dans l'élaboration d'une relation omnicanale mémorable, durable et différenciante à vos clients, et porteuse de rentabilité pour votre entreprise !

Mon parcours ?

10 ans d'expérience en Conseil - Stratégie et Marketing Client - et en entreprise en France et à l'international,
- à la fois en central/corporate : performance des marchés, formation, data, innovation technologique, coaching agile,
- et en management opérationnel : CRM omni, Service Client, Connaissance client, Clienteling Retail.
=> J'ai la conviction que l'Expérience et particulièrement la Relation Client doivent être placées au cœur de la proposition de valeur de chaque marque pour se différencier et accroître sa rentabilité.

Mes compétences pour vous accompagner ?

  • Analyse et Cadrage Stratégique : définir les axes prioritaires de développement de la valeur client, de fidélisation/rétention, d'amélioration/transformation des parcours et du cycle de vie client
=> analyse de données, segmentation, écoute client, KPIs business et opérationnels, recommandations, axes d'optimisation, priorisation, roadmap

  • Direction/Pilotage de projets : accompagner les équipes sur les projets transverses d'amélioration ou transformation de la relation client/patient/usagers (nouveaux canaux, Clienteling, programme de fidélisation, data...)
=> Favoriser la coordination, la communication, la compréhension mutuelle, coaching et empowerment des équipes, développer la culture et la vision client

  • Management de transition ou temporaire de vos équipes Expérience client : CRM, Service client, Expérience online/digitale,...
=> Convaincue qu'une expérience client inoubliable repose sur la symétrie des attentions : je prône un accompagnement dans la considération, la confiance et l'exigence du résultat.

Au plaisir d'échanger avec vous sur l'adéquation de mon profil avec vos besoins,
Anaïs Belmonte

Experience

L'OCCITANE Group

Fashion & Cosmetics

Customer Director - L'OCCITANE France

Paris, France

January 2022 - August 2022 (7 months)

Lead the Customer strategy for France and European countries :
- Transform a promotional model into an individualized experience based on memorable connections
- Support teams and manage change process to switch from CRM mass communication to specific customer needs and concerns answers
- Improve Customer Care experience to make brands value a reality in each customer interaction
- Empower our store teams to animate their local communities and be ambassador of our brand's mission
- Enrich data and customer knowledge with technical internal & external partners, to make personalization ambitions reality all over the customer journey
- Monitor business through customer database and VOC

L'OCCITANE Group

Retail (Small Business)

Global Head of CRM

Paris, France

October 2018 - March 2022 (3 years and 5 months)

Build and roll-out CRM strategies within the Global CDO team:
- Support & influence markets' leaders and teams on their customer database performances and CRM business impact
- Animate the CRM worldwide community (+50 countries)
- Lead a worldwide in house CRM learning program
- Deploy innovative solutions to drive omnichannel engaging customer journeys
- Co-lead Data Science projects to enrich customer knowledge, IA, and make automation even more efficient through individualization of messages
- Agile team management - Scrum

L'OCCITANE Group

Health & Wellness

Global Loyalty Manager

Île-de-France, France

January 2018 - October 2018 (9 months)

Shape and lead the group's vision about customer loyalty, to limit churn and develop purchase frequency, within the CRM International team :
- Pilote the successive roll outs of the group core model loyalty program on our markets
- Support the deployed countries to animate locally the experiential and sparkling rewards
- Monitor the program performances,
- Continuously enrich the model, the tools and the 360 customer experience
- Share the philosophy with all countries to support them in enriching their other programs with premium features

Vertone - Customer Marketing & Strategy Consulting

Consulting & Audits

Consultante Senior

Paris, France

October 2014 - December 2017 (3 years and 2 months)

Recommendations

Check out Anaïs's recommendations

Education