Adrien Seret

o Project & Process Management: Streamlined Customer Success processes, set KPIs, and aligned operations with global procedures. o Client Portfolio Management: Drove full customer lifecycle (demos, onboarding, training, renewals), boosted satisfaction (NPS, CSAT), and reduced churn through proactive support and up-/cross-sell. o Team Management: Directed daily operations, coached team members, and improved performance through continuous optimisation.

o French Market Development: Established local processes and workflows aligned with group standards, managed operations and logistics, and optimised user journeys. o Project & Client Management: Delivered end-to-end project success, ensured client satisfaction and renewals, coordinated with tech teams for rapid issue resolution, and maintained product quality through continuous feedback.

• Technical and Customer support - Answer podcasters queries on Intercom (from individual podcasters to national networks) - Pro-actively create Standard Responses, automated-emails and Help Articles - Internal communication with multiple international teams through Slack, or escalation through Clubhouse • Onboardings: Create or import new or existing podcast account - Gather information, communicate with external teams and track progress with Trello or Monday.com - Constantly improve and update onboarding documentation - Communicate progress to podcasters - Created dedicated onboarding process for network (personal project) • Implement NPS (personal project) - Compare, contact and negotiate pricing with selected NPS partners (Wootric) - Integrate NPS outbound within Intercom - Create templates and documentation for Customer Success team - Work with Data team to create NPS Dashboard on Looker and make it widely available

Overview of the outsourced Customer Service agency for all European markets. - Help to prepare capacity plan and training material. - Analyse Customer service KPIs daily, prepare daily plan and send it back to the agency. - Export, analyse and report on KPIs to E-com on a weekly basis, explaining results, trends, and actions taken. - Constant communication with physical stores to ensure all processes are clear and up to date. - Report on a monthly basis to E-com and Logistics based on Top Contact Drivers, explain action taken. Define and follow-up on long-term action plans. - Presentation of monthly meeting based on customer product reviews (top and lowest ranked items on the website) to E-com and Merchandising team. - Report outcome of the meeting to the production team in Japan. - Constantly reviewing Customer Services workflows and templates. - Daily analysis on quality assurance, checking through CS agent’s work, flagging any errors, providing short and long term solutions and report trends to Customer Services management. - Daily work on the recently launched Chabot using Dialogflow, analyse KPIs and define action plan for improvement. - Ensure that communication between the head office, warehouse and outsourced CS is optimal and efficient. - Review performance of CS agents and provide feedback to each agent and methods for improvement. - Use of different analytical, sales, payment and customer reviews systems (SAP, Demandware, TP Client, Smart Focus, Trello, Bazaarvoice, Tableau, etc.)