Céline Lemaire

Customer Experience, data & IA passionate with more than 20 years experience. CX: Identify main pain points and find solutions for users : customers, employees & partners Create & develop a unique experience Help you to reach the 80 NPS Proove the impact of customer satisfaction on LTV CRM: Finetune your customer data: delivrability, LTV, segmentation. Develop the new channels: whatsapp, notifications, wallets. Data & IA: Organize your data priorities accross all domains: use cases, data governance Train your teams to data with opération all success Management : Manage, coach and organize marketing & data teams Transversal management cx, data & IA for all domains

CX & CRM Digital Strategy IA marketing AGILE

CHANGE: Managed the Jules innovative projects with the OKR & AGILE Method with great successes: live projects with traffic & conversion above the objectives, budget respect & never stopped until now! Examples: ask&answers, reviews & durability proofs, customer community & cocreation, live shopping, mix&match, chat gen IA... CX: +20 points NPS= millions turnover more! - Objective NPS 80 achieved! - manage customer studies : market shares, brand perception, insights & actions plan - Best customer service 2023 due to automatisation, industrialisation, IA and above all, teams! (migration to Zendesk and chat gen IA...) DATA & IA strategy projects loved by users: - Managed the cross- functional DATA organisation OKR & AGILE - proved models: example: best satisfaction = turnover growth - Enhanced the chat gen IA project (80% happy customers!) UX: - identified the main pain points & find solutions - Defined & managed the Jules Unique experience with new services along the purchase & post-purchased steps (ie: live shopping, audio reviews, sustainable reviews, fitting room, local emails by stores, e reputation management...) - Created & developped the Customer community to cocreation and communication campaigns CRM: - Thought the new Loyalty Program to increase the frequency - Optimized the CRM campaigns (x2 emails sent in 6 months) AGILE & OKR convinced.

- Help ADEO international companies to think and deploy their UX & DATA & ARCHI centric services strategy - Lead the ambition on the IT, UX & DATA services with 8 BUSINESS UNITS and more than 80 leaders - Focus on international coordination, OKR and agile initiatives

- Coordinated the new digital experience with the Fusion of the Web Sites Online & Scaleway - tagged the Web Analytics via Matomo - know more about customers : focus group, analysis... - managemed the traffic, CX & studies teams

International digital disruption enabler - Created and managed the international digital transformation strategy: Web Site Factory, brand, media, content strategy and e-commerce partnerships - proposed and managed the VEGGIE magazine project: 100% vegetal 100% digital: increased brand awareness & customer engagement (28 countries) - convinced the direction and the countries to build an international Web site factory, global content & social networks platform (a 21-countries plan) - structured the data& social CRM strategy at the international level - Defined and implemented the social monitoring and content publishing in the "glocal" way ... to help people love vegetables!

- x10 turnover in 4 years - Defined the digital strategy, convincing the Board about the roadmap&budget, and, actually, realized each steps I commited myself for. - Managed the UX focused Web site project & omnichanel delivery service - In charge of omnichannel projects and disruptive innovations: tailor made products and Click&Collect - Development of the digital media - Web experts and marketing profiles management. - Develop the e-CRM - Launched and develop the brand content and social networks strategy - Launched DEVRED on marketplaces: Amazon, Brandalley , Redoute...

- Responsible for the digital marketing: turnover x2 each year - Develop the CRM strategy to recruit (*2 database) and engage (increase the CTR, turnover, delivrability...) - Management 7 people: communication, traffic management, CRM, web analytics and social networks - Launched the new Web site project: User Experience oriented - Initiated innovative projects: customer reviews as a customer management key, replace mailing by adwords...

•Grew turnover : +30% each year •Managed the women apparel e-business team . In charge of digital evangelization in the product department: products, content, acquisition & e-CRM

• Web site project management: call for tender and Web site project management • International countries training (20 languages)

•CRM activities with prospects and donors: Orange/Crédit Lyonnais/EDF •Online Innovations : Web call back

•Call for tender, Web site projects management : Quebec Public Relationship, photographs Web site...

•Web site management in 3 languages •Extranet & automatized orders project management

• Product, corporate, brand content Web site project management

•Creation and development of the Web site in 4 languages

Corporate and financial communication