Marine C

Within the Product & Tech – Platform Experience department, I lead the evolution of Salesforce CRM tools used by Customer Care and Sales teams in France (SeLoger, MeilleursAgents) and Germany (Immowelt). My focus is on operational efficiency, automation and reliability of financial processes across multiple Salesforce instances (Service Cloud and Sales Cloud). Discovery • Collaborated with business stakeholders to identify pain points in billing, subscription and support workflows • Conducted user interviews and data analysis to prioritize CRM improvements based on impact and feasibility • Defined specifications and roadmap in alignment with finance, legal and operations Delivery • Deployed a new termination process for B2B clients ensuring compliance and traceability • Built an inflation adjustment system for products and subscriptions • Introduced new CRM products integrating pricing and invoicing logic • Implemented Omni-Channel for automatic case routing improving support responsiveness • Used Salesforce Einstein for predictive analysis and smart recommendations • Created a Knowledge Base improving information access and reducing resolution time

I worked on improving Bouygues Telecom’s B2C Assistance experience, including the Contact journey and the Network Status pages for mobile and fixed lines, the main entry points for users reporting service issues. Discovery • Led user research, ideation and prototyping to define the 2023 vision and roadmap for the Assistance division • Delivered a strategic recommendation to optimize key journeys, search flows and contact channels • Worked closely with design, engineering and business teams to align product vision and delivery Delivery • Redesigned core assistance and contact journeys • Improved the search algorithm to increase relevance and self-resolution • Launched new Network Weather experiences for mobile and fixed lines • Combined UX, strategy and delivery to simplify journeys and reduce incident-report friction

As Head of Product at Click&Care, I led the redesign of the entire digital ecosystem to automate administrative processes for customers and internal teams. Discovery • Conducted KPI analysis, user interviews and workshops to define product opportunities and priorities • Defined the product vision and roadmap based on data and user feedback • Collaborated with all departments to align product and business goals Delivery • Managed website migration (PrestaShop to Webflow), back-office migration (PrestaShop to Forest Admin) and mobile app development (React Native) • Built an APA financial aid simulator generating qualified leads through value-based acquisition • Deployed 36,000 SEO city pages increasing organic lead conversion • Automated key administrative workflows through APIs (payment, tax declaration, communication) • Improved team productivity with tools such as chatbots, telephony and customer record search

Within the Digital Transformation division, I supported the launch of the internal social selling program across 41 countries to improve product visibility and boost sales. I also collaborated closely with product managers from each brand and product range to design global content strategies. Discovery • Analyzed internal communication workflows and employee engagement data to identify adoption challenges • Worked with product managers of 11 brands to understand each product line’s positioning and content needs • Gathered feedback from local marketing teams to ensure consistency and relevance across markets Delivery • Trained ambassadors on tools such as LinkedIn and Amplify • Designed gamified engagement programs to increase participation in content sharing • Produced visual and written content adapted for international audiences (website, newsletters, LinkedIn posts) • Managed the editorial calendar and coordinated the rollout of campaigns across 41 countries

I managed the redesign of Transdev’s HQ website and the implementation of a group-wide CRM system to optimize communication between subsidiaries and improve customer satisfaction tracking. Discovery • Conducted ideation workshops and user interviews to redefine the corporate website structure and intranet needs • Collected insights from local teams to design a CRM adapted to group workflows Delivery • Managed the HQ website redesign and SEO optimization • Implemented a group CRM with request categorization and automatic routing rules • Built dashboards to monitor KPIs such as satisfaction and issue frequency • Created and managed editorial content for the website, intranet and newsletters

I managed client communication and marketing campaigns for major B2B and B2C accounts, and replaced the Sales Director in my second year. Discovery • Identified client needs and led brainstorming sessions to shape campaign strategies • Designed wireframes and mockups to support creative proposals Delivery • Created and managed multi-channel campaigns (events, emails, landing pages, print) • Coordinated internal teams and external providers for campaign execution • Managed accounts including Cartier, HP, Rentokil Initial, Volvo and Aixam

I supported architectural projects and tenders while developing the agency’s digital presence. Discovery • Analyzed public tender requirements and identified project opportunities • Designed the concept for the Open Immeuble website as part of the Grand Paris competition Delivery • Created and managed the agency’s websites and communication materials • Handled community management and visual content creation

Worked as a trainee in the IT department of the German energy company EnBW.