Description

Besoin de structurer votre pôle client ou de renfort immédiat pour désengorger votre support ?

Avec 15 ans d'expérience dans la relation client (dont 10 ans en Espagne et des passages clés chez leboncoin et Agorastore), j'interviens sur tout le cycle Customer Success, de la stratégie à l'exécution pure. Mon moteur : l’excellence opérationnelle au service de votre revenu (rétention, NRR, satisfaction).

Ce que je vous apporte concrètement :

- Désengorgement (Pompier) : absorption immédiate de vos flux (tickets, calls, onboarding) sur Zendesk ou encore Salesforce, pour rétablir votre Qualité de Service.

- Audit & Scale (Architecte) : analyse de vos workflows et déploiement de plans d'action pour scaler sans exploser vos coûts.

- Management de transition : pilotage opérationnel de vos équipes Support/ADV et continuité de service.

- Knowledge Management : création de centres d'aide et documentation pour pérenniser vos process.

Pourquoi moi ? Partenaire hybride, je peux purger un backlog de tickets le matin et auditer votre stratégie clients l'après-midi.

Industry field of expertise

Languages

Spanish
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 10km)

Agorastore
Customer Experience Manager
June 2024 - July 2025 (1 year and 1 month)
Paris, France
Missions: led the "Trajectoire 2025" transformation to industrialize the customerjourney, team restructuring, quality and knowledge management.

Operations: implemented a full BPO outsourcing strategy for Tier-1, allowing internal teams to focus on high-value consulting.

Impact: +58% operational velocity and divided seller lead times by 2 through automation and knowledge management.
leboncoin
Customer operations to CSM Lead (strategic accounts)
February 2019 - June 2024 (5 years and 4 months)
Paris, France
Strategic Advocacy: acted as internal lead to bridge CSM and Sales. Redesigned discovery processes and Sales-to-CSM handover to refine ICP identification and mitigate "bad-fit" onboarding.

Team Leadership: managed and upskilled a team of 6, driving the transition from reactive support to a proactive CSM posture through scope reorganization and multi-market pooling.

Operational intelligence: optimized resource allocation via smart team routines (balancing onboarding focus with priority handling). Overhauled Knowledge Management to increase bandwidth for high-value tasks. Quality management.

Revenue Protection: implemented systematic early signal detection (under-utilization, technical errors) to trigger churn mitigation and identified expansion opportunities across the portfolio. personally pioneered the "Second-hand" vertical (e.g., Boulanger). Led full-cycle onboarding and workshops, establishing the company's CSM culture blueprint.

Impact: sustained 90% CSAT; divided first response Time by 3; scaled value piloting.
Madrid
International Business & Ops
January 2009 - January 2018 (9 years)
Madrid, Spain
Spent 10 years in Madrid working for global leaders (IQVIA, Europcar, CESCE) in fast-paced, multilingual environments. Developed a dual expertise in retention and sales, managing complex claims with a strong commercial focus.
Mastered the art of navigating diverse corporate cultures and market specificities.