Violetta K

- respond to customer requests (email, phone) - work closely with the quality team to identify and resolve recurring issues - monitor performance indicators - track missing purchase invoices and follow up internally - process invoices in the accounting management software (via Pennylane software) - debt collection: follow up on unpaid invoices in coordination with our lawyers - répondre aux demandes clients (mail, téléphone) - travailler en lien avec l’équipe qualité pour identifier et résoudre les problèmes récurrents - assurer le suivi des indicateurs de performance - accompagner l’équipe dans le process de facturation mensuelle (extraction et validation des données) en s’assurant de respecter le process interne - suivi des factures d’achat manquantes et relance en interne - traitement des factures dans le logiciel de gestion comptable - relance des factures impayées en lien avec nos avocats

- manage & supervise customer service team - Risk and Fraud management - handle refund claims for the European market (Adyen, PayPal, bank transfers) - manager et superviser le travail de l’équipe service client Europe - paiement & fraude - gestion des incidents transport, logistique - gérer les remboursements (Adyen, PayPal, virements bancaires)

- manage the customer service team - troubleshoot all customers claims via email and social media channels - collaborate with cross-functional teams (logistics, accounting, C-level suite) - assist with daily and weekly reports

- manage all event bookings for multiple artists - review and negotiate artist and venue contracts - coordinate with venue to meet artist standards for events - PR, press kits, and promotion - social media strategy - artist development - scout new artists

- supplier management and negotiation: negotiate vendor contracts, review the invoices - serve as main contact for vendors and suppliers - manage existing and potential vendors to ensure a long term partnership - meet and collaborate with vendors for ongoing project management - event management - content creator for social media pages (Instagram; TikTok) - hire and train graphic design team - hire and train photographer / videographer - handle artist care

- daily team management: guide and inspire, hire and train new team members - process all returns, refunds, and faulty merchandise - handle and close all PayPal and delivery disputes - optimize working tools and write monthly reports about department achievements - manage company’s packaging inventory and deliver them to our suppliers - recruter, encadrer et manager l’équipe du service client - assurer le suivi de l’équipe et proposer des sessions de formation - définir et mettre en place les KPIs, réaliser des reporting mensuels - traiter les retours / remboursements / défectueux - traiter les litiges avec les transporteurs / PayPal - optimiser des processus existants afin d’améliorer la CSAT

- create and define communication strategy - organize and supervise communication tools - handle press inquiries - définir la stratégie de communication, superviser les outils - gérer les relations avec la presse et les partenaires - match communication and visual identity styles

- create and follow all customer quotations - handle B2B and B2C claims - make sure that all items for sale are restocked daily - dispatch incoming deliveries - créer / suivre les devis (B2B/B2C) - assurer le dispatch des livraisons

- event management (2500 to 5000 attendees per event) - hire, manage, and train PR team members (approximately 60 people) - content creator for Possession TV YouTube channel - handle artist care for events - l'organisation des événements (2500 - 5000 personnes) - recruter, former et manager de deux équipes : RP's (60 personnes) et bénévoles (30 personnes) - créer du contenu pour Possession TV et relayer sur les réseaux - accueillir les artistes sur Paris, assurer leur transport et logement