Description

Bonjour à tous,

Après 10+ années d'expérience en stratégie d'entreprise, conseil en transformation digitale et directeur de l'expérience client, je poursuis mon parcours en tant que Freelance.

Bien à vous,

Geoffrey

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational
Portuguese
Basic

Workplace preferences

Remote only

Primarily works remotely

Heppner
Head of Customer Experience
TRANSPORTATION
September 2023 - Today (2 years and 11 months)
Rosny-sous-Bois, France
Improvement of customer satisfaction (NPS & CSAT) working on different levers at Group level:
Customer touch points product enhancement & optimization (customer web portal, EDI/API, tracking for recipient)
Voice of the customer measurement, analysis & action plans (surveys, social listening)
Customer data collection & use cases based on CRM
Marketing offers repackaging & digital campaigns launch
Employees' CX acculturation & change management
International projects footprint (France, Belgium, Spain, Germany, Netherlands, Switzerland)
Design produit Expérience client Change Management & Transformation Marketing
Capgemini Invent
Managing Consultant
CONSULTING AND AUDITS
June 2017 - August 2023 (6 years and 3 months)
France
8+ missions involving:
Design & launch of website platforms & mobile apps
Omnichannel customer journeys design & optimization (target vision, process, KPIs, …)
Digital acquisition & retention strategies definition & roll-out
B2C E-commerce sales & website strategy
Long term digital transformation strategy (market positioning, prioritization of customer journeys, business model, IT and organization target models)
Focus on big companies (CAC 40) in various industries: Banking, Insurance, Telco, Energy, Public services as BNP PARIBAS, AXA, LCL, ENGIE, ORANGE GROUP, LAPOSTE GROUP
Digital Marketing Customer Journey Business case MVP Méthode agile
Solocal Group - (PagesJaunes Groupe)
Marketing Project Manager
PRESS AND MEDIA
June 2015 - May 2017 (1 year and 11 months)
Paris Area, France
- Project lead in charge of product design and go to market of the search offer on pagesjaunes.fr
- Design, rolling-out and monitoring of digital marketing offers (search, display, adwords, ...)
- Strategic marketing analysis : clients segmentation, sales/audience analysis, opportunity studies and market intelligence
Product management Gestion de projet Marketing