Sophie Gaillard

- End-to-end Qualtrics (Experience Management) project delivery — from scoping and planning to final implementation — ensuring timelines, budget, and quality standards are met. - Contributing to the strategic design of XM programs, including scope definition, resource allocation, and scheduling. - Coordinating cross-functional teams and monitoring project execution to ensure alignment with client objectives and best practices. - Proactively managing risks, resolved issues, and maintaining transparent communication with all stakeholders. - Tracking business value realization for clients and identifying new growth opportunities during project execution. - Working mostly in English, with international colleagues and clients

Role: Responsible for the development and deployment of projects and products, definitions of customers needs and painpoints, personas, coordination with customers, customer advisory, driving companies towards digitisation. - PMO / Product development: Development of Moodle-based e-learning platforms: customer support, workshops to understand requirements, definition of the solution and design to be implemented, drafting of technical specs, roadmap, coordination with developers and technical teams, QA, delivery, training, project management and budget monitoring. Completely autonomous on those projects. - Project management: Managing and assisting customers with the implementation of digital training solutions (TMS and LCMS): running workshops to understand requirements, change management, management of technical workshops, preparation of technical specifications, planning, roadmap, coordination with publishers and with developers/ technical teams, QA, delivery, training, budget monitoring. - Pre-sales projects: Helping to answer to RFPs by preparing technical responses for customed developed project (based on Moodle or developed from scratch); preparing presentations, roadmaps, project planning, etc. Clients : Institut Emploi Formation du Football, La Fédération d'Athlétisme, AirTahiti, Bessé, Dior, EmilFrey

- Role: Responsible for the deployment and management of the Schneider Electric's annual Global Customer Satisfaction campaign. Ensuring the project run smoothly. - Global Lead: In direct contact with the SE team in charge of the Global Customer Satisfaction 2024 campaign; ensuring the tool is working properly (developed in-house), the implementing the necessary processes, and the monitoring of performance in each country. - Operational project management: Responsible for recruiting and training interviewers in all the countries in my scope (Europe, Asia) managed by ZOOP. Monitoring performance and progress in each country and managing problematic situations. In constant contact with each country's interviewers and leads to improve efficiency and to make sure we achieve quotas on time, while maintaining quality. Also responsible for invoicing both SE countries and interviewers. - IT project management: Working closely with the development teams to prepare the platform, roll out new features and monitor and correct bugs. Project exclusively in English

Accompagnement des hôtels (parc d’environ 75 hôtels) : coordination et gestion de projets techniques (conseil aux hôtels, préparation des devis, coordination de projet, livraison, coordination installation…)

- Role: Responsible for product discussions and CX innovation projects (clarifying customer needs, project scope), managing the product roadmap. Involved (C-level) as a product expert (pre and post-sales). In charge of each phase (from vision to deployment). - Product: Managing the creation of a CX SaaS customer experience management platform including AI comments clustering, from discovery, roadmap, personas, user stories, sprints, dev monitoring. - Product: Implementation and monitoring of usage KPIs, and increase in frequency of use from 2 times a month to 1 time a day in 2 years. - CX AI project management: Responsible for a Machine Learning (NLP) functionality, from discovery to delivery. Management of the NLP technical learning phase: research with developers, technological tests, understanding how to train a model, project and budget monitoring, communication and customer advisory; F1 average scores of +85%. - Project management: Key account manager (40% of total revenues), development of long-term strategic plans; scope definition, budget, management international projects (recruitment, training, quality control, etc.). - Member of the Management Committee; implementation of agility and a user- and product-oriented vision (vs. project-oriented). - Working from home and in English - international collaborators (Philippines, Russia, Estonia, Montreal).

- Market research: Scope, strategy, project management, data collection, planning, budget, recommendations. - Product discovery - focus on digital experience to define a new digital application: personas, wireframe tests, user tests. - Customer-centric approach (UX + discovery) using Design Thinking approach: focus group, interviews, brainstorming sessions, personas, user stories, UX research, prototypes testing, in French and English. - Member of an autonomous unit, co-responsible of the department strategy.

- Product development: users needs and pain points, roadmap, risk and change management, coordination and implementation of a new Customer Experience management platform across Canada, users training and feedbacks. - Market research project management (qualitative and quantitative) upon organization vision (across Canada). - Market research analysis: Leading market research studies (surveys), analysis and recommendations.

- Product development: product conception and vision, understanding users needs, requirements definition, roadmap, project management and implementation, KPI usage measurement, users training and feedback - with an IT supplier. - Product and projects recommendations and insights: data-analysis based on customer needs and expectations. - Project management: planning and budget, data collection, corrective actions, results analysis. - Lead Project manager: coach for Junior project managers, creation/implementations of process and improvements.

Reporting directly to the Foodservice UK Director - Leading and managing a client portfolio including Nestle Professional and Kraft: responsible of the client satisfaction and budget. - Creation, update and presentation of market results and recommendations to clients. - Provide strategic insights and analysis through deep dive analysis. - Responsible for training as well as supervisory control of interns and junior Business Analysts. - In charge of the monthly newsletter (in English): development of a new design and topics, leading to an increase of the CTR rate.

- Creating and updating analysis reports and recommendations. - Responsible for the databases preparation required as base for reports. - Competitive and strategic benchmarking and monitoring (written press, internet and social networks). - Responsible for writing monthly articles, press releases and managing social media (Facebook page).

- Coordination and analysis of in-house and external marketing research (relations with marketing research agencies for brief presentation, field follow-up and meeting deadlines). - Competitive and strategic benchmarking and monitoring (written press, internet and social networks). - Development and coordination of the monthly newsletter to keep sales representatives up to date with the latest news and market trends.