Hana JANDOUBI

-Structured and optimized operational activities, leading over 80 Advisors and 9 Managers dedicated to delivering an exceptional client experience for LVMH Maisons. -Defined and executed operational and functional roadmaps (low and peak seasons) to ensure service excellence and alignment with Group standards. -Co-led the development of clienteling and customer segmentation strategies in close collaboration with the Maisons, ensuring premium customer treatment supported by the high-end team. -Partnered with the Maisons and Group leadership to drive continuous improvement initiatives and strengthen cross-brand synergies. -Managed key projects related to HR, training, operations, planning, and contractual frameworks. -Contributed to the rollout of new Group tools and technologies (instant video, live chat, AI, knowledge base, quality monitoring) to enhance the customer journey. -Fostered a culture of performance and empowerment within teams, encouraging agility, innovation, and client-centric thinking.

-Built and led the Customer Service Division from the ground up, growing from 100 to 400,000 customers in 5 years. -Managed 200 employees across France and Africa, overseeing operations, quality, and customer satisfaction. -Launched new digital channels (tele-sales, chatbot, voicebot, selfcare), improving customer satisfaction (+2 points) and reducing contact rates (-4%). -Guided teams through the 2023 energy crisis, ensuring transparency, empathy, and resilience in customer communications.

-Managed internal teams and 300 external positions, driving customer satisfaction and operational excellence. -Participated in strategic committees contributing to HR, IT, legal, and operations roadmaps. -Implemented performance indicators (KPI, NPS) and continuous improvement initiatives to optimize service delivery. -Strengthened collaboration between internal and outsourced teams for consistent quality of service.

-Managed over 300 outsourced positions across multiple contact centers. -Developed and tracked performance metrics (service rate, quality, response time). -Contributed to the digitalization of customer journeys, including IVR, online account access, and automated notifications. -Improved productivity, quality, and customer satisfaction in a fast-growing environment.

-Led multisite and offshore customer service teams for large international clients. -Recruited, trained, and coached teams to achieve operational and quality goals. -Monitored performance KPIs (productivity, quality, service rate) and implemented improvement plans. -Developed a strong service culture and promoted teamwork across diverse environments.