Laurene LOUX

Global Digital Project Manager for Global Customer Engagement Team - Customer Care I act as a knowledge manager & Product manager with transversal management with 12 Customer Service Directors (Worldwide) - Manage & renew Helpcenter / Knowledge SaaS Platform - for 12 countries (tools and content) - Lead all digital pages for customer service with Product &tech teams to design, develop and validate needs of Customer service team - Manage digital contact channels strategy (conversational, Gen AI, bot, Google business messages…), develop new channels (WhatsApp) and integrate automation and Generative AI at group level and for 12 countries - Conversational design wit Automation and AI

Direct Management of 3 freelances – 2 UX researchers & 1 UI designer | C-Level contact UX Manager : Discovery Phase for the group and all brands (+10 Brands) - Led User Researches for the needs of freelances - +200 interviews for 6 surveys - Strategic recommandations and conception of tools to optimize lead generation (UX Workshops Six to One) - Conception of digital interface for leads account (Use of Research, Wireframes, User testing with Testapic, UserTesting and Maze) CX Manager Audited and researched of the customers needs to determine the optimum Customer journey for all brands Defined 2022 CX Roadmap Launched VOC tool project (RFP) Saas Platform Customers are the piliar of my job, to generate business with a ROIste vision. Freeland is a group with 10 different digital brands to help and simplify the life of freelances and independant workers (including ITG - Codeur.com - Consultime - Freelance-informatique.fr - Freeteam - FCI Immobilier - Links consultants - Graphiste.com - Redacteur.com - Traduc.com - Intervia - Asenium - Mindquest)

CX Strategies / Customer Care Transformation / Analytics & digital Tools / CRM / Voice of Customer Programs - Tissot International / Étude besoins clients

Allianz Trade (Ex-Euler Hermes) is the global leader in trade credit insurance and a recognized specialist in the areas of surety, debt collection, fraud insurance, structured trade credit and political risk. I act as a Customer insights Manager about Voice of Customer Programs in the True Customer Centricity team. in a International environment & with Transversal Management – 7 Regions – 10+ Business units I also act as a consultant and Project Manager on 2 topics : Digital Project Manager on a Voice of Customer Tool : • Roll out of a CX engagement platform : 360 view with Group IT, Ops, architecture, Legal, Allianz Group. GDPR subjects. • Creation of New CX Strategy on NPS and satisfaction survey for all touchpoint on the Online customer journey: Project Investment Committee to receive the investment from the board - Governance (RACI) - Budget 1M€ Customer Insights and VoC Activation : • Activation of Top Down NPS & Bottom up NPS Survey in the regions and in the Group functions • Analyse of insights to understand pain points, local needs to deploy strategic recommendations at group level • Monitoring of actions plan and results of 7 Regions – Creation of a Group dashboard with Microstrategy

Stellantis (Ex PSA Group) : Worked for Peugeot - Citroën - DS - Opel Transversal management with Customer Experience (CX) Managers in the European markets Digital & Customer Experience "IN store" - Retail and omnichannel experience Liaison between CX Direction & Markets for 2 Subsidiaries (UK - France) & 10 Northern Europe Importers • Animated and monitored Brands on CX Strategy (Offline) in the market : CX Team & field with retail visits • Defined, followed, Secured and measured action plans with the market using Customer Satisfaction programs on Offline Sales & After sales Customer Journeys • Consultancy part : Diagnostic – Audits on the markets and definition : - of new Sales and After-Sales Customer Journeys - of 2019 Commercial policy on quality of service (15M€/country) - of new customer satisfaction strategy (surveys & mystery shopping) • Monitoring of the quality of service KPIs - NPS Score / Csat / Verbatim / Hot Alert / %Emaill • Link with Market: Quality Manager & team | General Manager | Brand Directors | Services Director | Retail Network and European Brand Directors & Business Area Managers Lean management - 5S Method Results : ➡ Recommendation Score : (NPS Promoters %9/10) Europe in 2019: +0,2 pt in Sales / +3,7 pts in after sales ➡ Strategic Actions plan « Benchmark Studies» in G5 markets (FR - IT - UK - SP - GE) : 12 actions with 2 at group level (Data Collection and Pop up Implementation on the website)

In Hyundai Motor France, my role was both Customer experience Manager and Customer Care Manager. During these 2 years, I also acted as a Project management Officer to launch a new Customer Care and Contact Center with Data collection and unification, Chatbot Implementation on the website, data analysis. Transversal management with Sales & Service Teams (Field Team) Management of the External Customer Care center (External Team of 5FTE + 1 internal back office FTE) Direct management of 1 FTE > CX Manager for Sales and After-Sales Customer Journeys : "In Store" • Managed National Customer experience Plan with satisfaction Programs & Voice of Customer (Customer Satisfaction surveys, benchmark surveys, Mystery Shopping, coaching program, Off line Customer Journey) • Led quality of service Animation with Field force and the Network - Quality meetings with impacting dealers, Communication Tools on Customer Satisfaction, co-working and collaboration with field team • Developed and measured actions Plans for Quality of service and controlled Bonus for After-Sales > Customer Care Center Manager: Direct management • Deployed, followed, and monitored the Customer Care Process and KPI and Team (backlog /Service rate / Alerts/ FCR/ Ceffort/ Csat) • Managed a Digital Chat solution : Zendesk and iAdvize (Saas platform Solution) • Project Manager to create a new Customer Care Center (unify 2 CRC : Customer Care and digital Marketing campaign) : Complete Roll out of the new supplier & training

1 year Mission for Power Equipment products with 2 Roles : > Product Manager to adapt and deploy the pricing - product - place and Promotion of the Honda products for the french market > Digital CRM Manager and website : Equancy Agency as a partner . Collection of Data to unify all Databases (7 different databases to unify) . Roll out of the CRM platform for the Network . Data gathering - Platform unification - A/B testing - Implementation and Training of the network . Monitored the Honda Power equipment website - Data Analysis (Google Analytics)

> Management of the SIM only plan Range (4P - Mix Marketing) > Digital : - CRM marketing Campaigns creation and definition for the range - Nurturing Campaigns - Definition of the E-commerce page for the SIM only plans (UX and CX - Definition of the online customer journey) - Data Analysis to follow the business performance (Sales and Retention) - UX on the online pages for SIM Only range > Mix marketing - 4 P - Online & digital communication > Performance KPI Follow up - Sales - Retention - Visitors - Acquisition - Engagement - Use of Google Analytics

Apprenticeship of 1 year - Last year @ SKEMA Business School > Product Management : definition and creation of products with Design and supplier > Digital - Ecommerce and Emerchandising for BtoB and BtoC Websites - Management of the Salesforce Backoffice > Data Analysis - Performance Monitoring - Use of Google Analytics http://www.lifestyle.citroen.com/

Gap Year - 6 Months Lingerie Premium Premium Lingerie - Fashion Industry > Product - Digital - Ecommerce Marketing opérationnel et digital - Packshot, gestion des shootings photo, MAJ du site commerce, création des newsletter

Gap Year - 6 months > Product management for Web offers (Ecommerce) > UX on the online pages for SIM Only range > Data Analysis - Commercial Performance

Internship - 6 months > Digital : Ecommerce - SEO, Display - Paid search - Organic Search benchmark, CRM campaigns - Nurturing campaigns - Banner creation w/ Photoshop - Targeting and creation of the newsletters by Personas > Business performance monitoring - Google analytics > Direct and operational Marketing