Basile Hamon

- Develop and deliver products roadmap and vision, filling the gap between technical and business worlds - Make product decisions based on company strategy and UX guidelines, taking into account the technical constraints and customer’s needs - Work with Marketing, Customer Success, strategy & business teams to ensure the roadmap is aligned with strategic and each department priorities - Work with the Agile development team during development, including planning, daily meetings, retrospective, stakeholder management, reviews and documentation - Ensure product backlog is prioritised and contains all relevant stories and acceptance criteria required for development. Ensure QA process is done correctly - Test and analyse the performance of new iterations and products - Work closely with key internal stakeholders to understand their priorities, ensuring these are appropriately reflected in the roadmap and backlog - Ensure timely communication of release of information for marketing and operations and stakeholders in general

- Manage the performance and the quality of Customer Happiness department and Customer Experience - Define the quantitative and qualitative objectives of the Customer Happiness dpt according to the allocated budget: FTF, CSAT, satisfaction rate, reimbursement rate, missed calls rate, responses quality etc... and ensure the achievement of these objectives. - Implementation of projects aimed at reducing the contact rate and optimizing customer journeys in order to reduce the need for support - In collaboration with Product, Marketing teams, develop new projects and improve existing processes to optimize the customer experience (conversion, retention, well being, transparency, service quality...) - Implementation of ZOHO CRM to improve full team collaboration & flow of communication - Implementation and strong collaboration with IT to build a BackOffice, leading to the full autonomy of the team - Daily/Weekly/Monthly/Quarterly reports of the different Customer Happiness KPIs and action plans put in place - Implementation of individual and collective objectives - Recruitment and training of new employees - Important involvement in HR department to improve every step from sourcing to recruitment, by implementing the right tests and tools, plus improving our onboarding process and wellness of our employees - Regular review of existing procedures - Quarterly workforce planning (forecast) according to growth, deadlines, and budgets - Be the driving force of quality of service, in close collaboration with the team, managers, and identify opportunities for service progression - Logistic: working closely with Warehouse Coordinator and delivery company to improve our daily rate service - Making sure we offer the best and top options to all our Customers (such as tracking, flexibility, location drop places etc...)

Leading Marketing, Customer Success, Sales and eSport Nitrado is the leading provider in the area of gameserver and application hosting with a unique system, which administers gameservers and further hosting applications dynamically and completely automated in the Cloud. 7 data centers (DE, UK, TR, LA/NY/MI & AR) +1m customers around the world ~25 employees & 9 responsible of Internationalization 7 Products Working with hundreds of Partners/Affiliates worldwide to spread and share our values! --- Reporting directly to the CEOs - Responsible to open and develop company products in Europe & US markets - Implemented and invited every employee on a new internal communication tool to empower collaboration team work and global strategy - Closed sales deal with games studio to expand their brand and help them to reach bigger milestone bringing +1 million revenue - Marketing' Responsible (including all collaterals, trade shows, partner programs, website and presence in social media and so on...) - KPI & Goals dashboard implemented a CRM solution to improve customer’s retention & user experience - Implemented new VIP program to increase their retention & sales with us - Launched Facebook ads campaigns program - Implement new email life cycle & offers to improve retention by 30% - Affiliation gamification program developed – improved our brand awareness, sales and publishers ads placement by 50% - Recruited, trained & led 6 people to manage International markets - Designed, managed & implemented new UX interface for Website/Mobile& Interfaces with my team, leading to a better conversion rate & lower bouncing rate - Designed & implemented new Landing pages resulting to +25% better acquisition/conversion rate - Prepared 4 months communication planning & In charge of a new product launch > worked with content/dev/sysadmin/Market responsible departments > generated more than +500K impressions, 100k unique visitors on our website > even more on social media channels

- Products/brand launched in the French/UK & ES markets. - Recruited, trained & led 4 Team members to help me managing French market - Closed deal with up to 200 partners/sponsors/influencers in FR to push our brand and products through promotion/ads/content - Worked on Communication and Marketing side for user experience, push projects online and make the way easier to go through - Opened & launched the company into eSport branch. Recruited 3 teams on different games, attended to 10 events, won thousands of cash prize - Responsible for Marketing & Communication fields on several supports. - Opened & expanded our Social media presence - Loyalty program creation and implementation - Advised & implemented Marketing strategies - Looked & implemented 3 new payment solutions for our French customers - Represented Nitrado externally (key partners, press, politics, legal matters) - Worked with the local leadership team to drive Nitrado's success and Brand awareness in the market

Key Accomplishments: •Created and Managed a Team/Staff forum where none previously existed, providing a common place for COMA & External teams to share information and ideas •Implemented a new communication tool for all external Team & CoMa. As the Head of an IRC Network, I trained external team and CoMa to join it and use it easily. Tasks done on French forums: • Organization and management of user issues to raise awareness to them and forward all Bugs to Goodgame Studios Team • Did the same concerning Forum & Game suggestions • Created threads in public area to keep users up to date on the latest news and features, hot fixes & Game updates • Wrote the rules for each section of the forum in order to keep everything clean and easy to understand for users. • Created events, for Halloween, Christmas and other special events to keep the community vibrant & participation high. • Launched French Facebook Fan Page (one for each Game) to get new players and improve our communication and advertisements. •Created an Application Online Tool with one of my moderators.

•Act as Liaison between the Good Game Studios Community Management Team, the External Team & Users (including Forwarding news/announcements from GGS Community Manager to all teams) •Gather feedback from players and write them down on our Team forum & Skype & IRC •Report of all Bugs & majors problems on a daily or weekly basis as needed •Translate all news /updates from English to French for all Games. •Write complete rules for the Games & Forums •Create Forum events and give ideas to create news game events •Recruit and training new forum Moderators/GameMaster in all languages support by GGS (Es - Gr - Tr - De - Pl - It - Se - En - Fr - Pt/Br) •Writing FAQ and tutorials on the board for all Moderator duties/work/rules and for all players as well. •Monitoring all forums and supervising moderator work. Management & communication was 2 big parts of this Job of course.