Ameyo Amouzou
Customer Experience & Team Manager | Luxury Retail
Salaire / Taux journalier
92000 Nanterre, France
Mobilité : Paris
Freelance, ouvert au CDI
Peut venir sur site
Expertises
Langues
À propos
Introduction
Trilingual Customer Experience Manager with 15+ years in luxury retail and e-commerce across LVMH, Balmain, and Diptyque. Proven track record of increasing sales conversions by 170% and improving SLA from 40% to 95%. Specialized in omnichannel customer service, team leadership, and operational excellence for luxury brands. Disponible pour des missions en environnement francophone, anglophone ou germanophone.
Expérience de travail
Customer Service Manager – Luxury Luggage
LVMH Client Services – Rimowa
sept. 2023 - mai 2025
1 an 9 mois
Paris, France
- Managed a 15-member multilingual team serving global customers across phone, email, live chat, and social media. - Increased sales conversion rates by +170% and improved SLA 24 from 40% to 95%. - Designed and delivered training programs to meet luxury brand service standards. - Implemented Live Chat and Call to Store, enhancing customer engagement.
Digital Customer Care Coordinator
BALMAIN
mars 2023 - août 2023
6 mois
- Developed and optimized service guidelines for external customer service teams. - Handled VIP and escalated customer cases for Balmain.com and marketplaces. - Coordinated with logistics, IT, and quality control to resolve operational issues. - Conducted fraud reviews for e-commerce transactions.
Trilingual Customer Care Expert (FR/EN/DE)
DIPTYQUE
avr. 2022 - déc. 2022
9 mois
Paris, France
- Managed complex customer complaints via email, phone, chat, and social media. - Updated service templates and translated internal documents (FR/DE). - Delivered onboarding and product training to new hires.
Customer Service Representative (B2B/B2C)
NEW ERA CAP
oct. 2019 - oct. 2020
1 an 1 mois
Paris, France
- Processed B2B and B2C orders, managed pre- and post-sales inquiries. - Coordinated with logistics partners to ensure timely deliveries.
E-Boutique & Concept Store Manager
A.STYLEZFreelance
sept. 2011 - août 2019
8 ans
- Managed in-store and online retail operations (Shopify). - Organized international sales events and pop-up shops. - Supervised a team of 6, planned schedules, and conducted staff training.
Customer Service Team Leader – Germany & Eastern Europe
AIR FRANCE
juil. 2009 - oct. 2011
2 ans 4 mois
Paris, France
Led a 7-member service team, monitored KPIs, and improved operational workflows.
Formation
Leipzig Chamber of Commerce, Germany
Bachelor’s Degree in Foreign Languages & Translation (FR/DE)
2007 - 2009
1 an 11 mois
Portfolio
Gestion des commandes B2B et Suivi sur SAP
Coordination Digital Customer Care
