Description

Visionary C-level, passionate in Customer Experience with 18+ years of experience entirely dedicated to Flying Blue, Air France-KLM loyalty program.

Proven ability to manage and engage large-scale international teams (+700 people/14 international contact centers), drive multi-million-member transformations, and deliver simultaneous gains in customer satisfaction, operational efficiency. P&L oriented and result-driven in customer operations and loyalty program.

Deep expérience in turning business strategies into operational excellence through differentiated service design, generative AI, omnichannel orchestration, and change management.

Ready to bring strategic vision and operational excellence and deliver customer centric culture, customer experience strategies, digital transformations, and complex CRM/AI aligned with brand values.

Seeking to take on executive responsabilities within Customer Experience, Transformation or Loyalty Direction.

CORE COMPETENCIES • Customer Expérience Strategy & Service Design • Global Omnichannel Operations & Contact Center Excellence • Loyalty & Customer Value • Digital Transformation & Generative AI Deployment • P&L-awarness Operational Excellence & Cost Optimization • Data-Driven Insights & Performance Excellence • Change Management & Stakeholder engagement • Commercial Partnership Management

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Wolof
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

BlueLink - Air France KLM
Head of Project & process - Operational Marketing Flying Blue
TRANSPORTATION
October 2016 - Today (9 years and 9 months)
Arcueil, France
Scope : 5 Clusters | 14 Customer Contact centers | 24/7 Operations | +500 assistants | +100 managers opérationnels | +23 support managers | Omnichannel CRM tool (SalesForce) | 14 languages | Social Media/Webchat/Voice/Emails | 30M. Members

•Delivered end-to-end digital transformation portfolio including global Salesforce CRM deployment, One Console (social + B2C unification) and One Platform Telco harmonization, creating a true 360° customer view.
•Led Generative AI and VoiceBot initiatives (Copilot, Einstein, Digital Genius) resulting in automation of interactions, sentiment analysis and significant gains in advisor efficiency and customer satisfaction.
•Designed and embedded differentiated service blueprints and customer journeys for High Contribution, Premium and Regular segments — strengthening loyalty and brand alignment.
•Achieved 2025 performance targets through VoC exploitation, service design and change management programs adopted across all 14 sites.
•Orchestrated change management and knowledge platforms for 700+ employees while ensuring perfect alignment with Brand, Corporate Communication and operational reality.
•Managed full omnichannel governance, subcontractor ecosystem and executive steering committees, aligning loyalty strategy, marketing, IT and operations.
Air France KLM Group - Bluelink International
Customer Experience Manager
TRANSPORTATION
October 2014 - October 2016 (2 years)
Ivry-sur-Seine, France
• Embedded “Service Signatures” and “Relation Attentionnée” culture across all channels. • Designed Flying Blue Service Reference (offline & digital)

• Achieved results: NPS 43 (target 42) | FCR 79% (target 80%) | CSA 18.3 (target 8.2) through continuous VoC exploitation and service design adjustments.

• Ensured perfect alignment between brand guidelines, corporate communication, and operational reality across all channels and languages.

• Led the deployment of customer-centric rituals and empowerment policies, strengthening the internal service culture.

• Built collaborative workshops (design thinking, journey mapping) and knowledge management systems that increased advisor autonomy and customer satisfaction.
Air France KLM Group - Bluelink International
Process Expertise Coordinator FlyingBlue
TRANSPORTATION
October 2012 - October 2014 (2 years)
Ivry-sur-Seine, France
Define and implément business processes
Assess business, technical, operational impact
Driver change management