Charlotte Pats

Strong contribution to the Global transformation program undertaken by Kiko Milano. In charge of Data, Marketing Campaigns, Loyalty and Customer care managing a team of 9 people. - Data: ensure a data-driven approach on decision making, providing in-depth analysis of customer behavior through standard CRM / Loyalty templated dashboards and ad hoc analysis on product categories, promotions, loyalty, marketing campaigns. - Marketing Campaigns: handling all contact plan and content on behalf of all local markets, driven by performance and implementing 100% personalized campaign thanks to Machine learning. - Loyalty: implementation of a complete revamped Loyalty program providing customer experience and not discount aligned with the strategy of elevating the Brand. 18M members, 60% of global turnover. - Customer care: set-up of Amazon-like contact center with e-selfcare processes (automatic web forms, dynamic FAQs) and development of A.I. / V.R. online services such as Virtual Try On, Foundation Finder and Skincare advisor.

Management of 27 people: - Digital: content creation for all required topics for eCommerce (product launches, sales and promo, Brand contents) and projects (UX, page templates, new features, interactive experiences, web3.0) - CRM: content creations for e-mails & mailing, loyalty program definition and animation - Social networks and influence: management of all international social accounts (Facebook, Instagram, YouTube and TikTok) - Intra-start-up: Clarins Unlited beauty box, full conception and animation.

Management of 14 people: - e-Commerce via own European e-shops and ePartners (Place des tendances, Galeries Lafayette, Harrod's, Brueninger, Farfetch, Zalando). Managing full P&L, 50M€ turnover, tripled revenues in 3 years. - Data and CRM undertaking Client analysis and outbound marketing campaigns (all medias, triggers per profile) - Client service: implementing continuous improvement plan with dedicated provider to ensure high quality standard - Content creation: managing digital & e-commerce content production (eCommerce shootings), providing content for all own e-shops including US / Asia and optimization of web design (web sites, UX/UI), Orientations: operational excellence, ROI, innovation, Image / Brand DNA consistency

Within the Retail /FMCG team, development of client portfolio with strong focus on Fashion / Marketing and Digital: Kenzo, Sephora, Cortefiel, Kiabi, PayPal. Including 2 years in the UK and 3 years in Madrid.

First, in charge of ad-hoc quantitative / qualitative consumer surveys (satisfaction measure, ad-hoc analysis, promotion impact,...) Then, Product Manager (Beverages / Salted groceries) in charge of asortment definition, adaptation, visual merchandising, promotion planning...