Veronique Bachmann

Ensure that the customer experience team works in collaboration with all business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey • Defined and executed a comprehensive Customer Experience strategy, creating a clear short-term and long-term roadmap aligned to business objectives, resulting in higher customer satisfaction and brand loyalty. • Led cross-functional collaboration across Operations, Technology, and Marketing to optimize end-to-end customer journeys across all channels and touchpoints, introducing innovative solutions and tools to enhance engagement and service delivery. • Scaled and developed the Customer Experience team, achieving record levels of first-contact resolution, faster issue handling times, and improved customer satisfaction through professional and empathetic communications. • Redesigned customer journeys to build trust and loyalty, increasing conversion rates and driving profitability by aligning experiences with customer expectations at every stage of the lifecycle. • Identified and analyzed emerging customer behavior trends, using insights to shape new service models, personalized offerings, and loyalty initiatives, ensuring the brand remained customer-centric and competitive. • Directed and optimized the performance of Customer Care, Content teams, and external partners, implementing service excellence frameworks to meet and exceed critical KPIs.

Senior International Project Manager • Directed the Go-to-Market strategy for Cdiscount's international expansion across Latin America, Asia, Africa, and Europe, managing projects from initial opportunity analysis through full platform launch. • Conducted comprehensive market analyses, evaluating e-commerce growth opportunities, competitive landscapes, and local business environments to prioritize expansion markets. • Led end-to-end project roadmaps, framing and executing business plans (P&L, resource allocation, risk assessments, operational models, SEO and marketing plans, CRM strategies, catalog development, and customer experience standards). • Designed localized operating models, building synergies across IT, Vendor Management, and Supply Chain, while ensuring full adaptation to local regulatory, customer, and operational requirements. • Facilitated weekly steering committees with local market directors and French IT leadership, ensuring alignment on timelines, deliverables, budgets, and risk mitigation. • Established local infrastructures, including office setup, recruitment and onboarding of human resources, partner selection, and third-party service integration to enable operational readiness. • Defined supply chain strategies for each market, including warehouse setup, inbound/outbound processes, returns management, KPI frameworks, and ongoing operational optimization recommendations. • Led logistics audits and continuous improvement initiatives, identifying opportunities to enhance supply chain efficiency, reduce costs, and maximize international revenue and profitability. • Developed CRM frameworks to support customer engagement, retention, and conversion optimization strategies. • Monitored key performance indicators (KPIs) across assortment, traffic, conversion funnel performance, customer acquisition, and operational efficiency, driving continuous improvements post-launch.

E-Commerce Operations Manager – Project Management . Led the full launch and daily operations of the Toys"R"Us e-commerce platform, building operational excellence across Customer Service, Inventory Planning, Fulfillment, and Online Sales. . Directed e-commerce business setup, including busines case development, RFP processes, contract negotiations, 3PL selection, and the creation of operational procedures and training programs. . Designed and implemented a dedicated e-commerce warehouse, optimizing supply chain structures to maximize margins, improve invoicing flows, and balance service levels with cost-efficiency. . Built and led a customer service function from scratch, including CRM and CMS system implementation, recruitment, team structuring, and day-to-day management to support the growing online business. . Established and monitored operations KPIs and analytics, developing key indicators, driving process improvements, implementing corrective action plans, and delivering significant cost reductions. . Oversaw daily management of a multimillion-euro online business, leading online content, pricing strategies, sales execution, and the e-commerce call center, with a strong focus on customer experience enhancement. . Collaborated closely with IT teams, defining business requirements to continuously optimize the front-end customer experience and improve back-end support systems. . Managed E-Commerce budget and P&L accountability, ensuring revenue growth while controlling operational costs. . Drove cross-channel strategies to align online and offline customer journeys and boost omnichannel performance. . Implemented Active Inventory Management processes, optimizing storage capacity, fulfillment speed, and stock accuracy.

Country Operations Manager • Directed Customer Service and Operations teams, leading and developing a high-performing team of 40 employees. Oversaw recruitment, training, and succession planning to ensure premium service delivery and cultivate future leadership talent. • Championed customer-centric supply chain strategies, collaborating directly with key accounts to align operational models with customer supply chain needs, optimizing KPIs and driving top-line growth. • Led the design and implementation of Value-Added Services (VAS) initiatives, improving order profiling, truck utilization, and distribution throughput, in alignment with market structure and sales priorities. • Deployed advanced supply chain capabilities, transitioning from traditional replenishment models toward Collaborative Planning, Forecasting, and Replenishment (CPFR) frameworks to enhance operational efficiency and customer collaboration. • Managed and optimized partnerships with third-party logistics providers, ensuring effective execution of VAS programs and maintaining high service standards. • Defined and executed quarterly and monthly operational goals, aligning closely with EMEA strategies to drive consistent market performance and operational excellence. • Provided strategic commercial support, enabling revenue growth through integrated supply chain solutions, enhanced customer engagement, and operational agility. • Led regional supply chain initiatives, facilitating Nike’s growth in France by tailoring scalable operational models to customer expansion plans and evolving market demands.

Responsable Relation Client – Logistique & Transport