Anne-Cécile Rémézy-Saenz

Took a sabbatical year to start learning German and help my family settle in.

- MANAGER OF A TEAM OF 7 PEOPLE - IN CHARGE OF DEFINING AND IMPLEMENTING SFR’S WEB SELF-SERVICE EVOLUTIONS: setting of the lay-out and content of a future “Espace Client” (My Account), identification of customer interfaces needing to be created or improved, so as to ensure an increased use of the web for Mobile and DSL customers ; audience profiling - RESPONSIBLE FOR THE SFR’S WEB SELF-SERVICE QUALITY OF EXPERIENCE (USABILITY) AND QUALITY OF SERVICE.

- MANAGER OF A TEAM OF 4 PEOPLE - IN CHARGE OF THE STRATEGY AND IMPLEMENTATION OF NEW WEB SELF-SERVICE FEATURES - RESPONSIBLE FOR THE PROMOTION OF SFR’S WEB SELF-SERVICE: setting of a communication plan to incentive the use of DSL and Mobile Web Self-Service; implementation of the incentive scheme on the customer base. Definition and monitoring the strategy for promoting Web Self-Service towards SFR’s employees (Fix and Mobile Customer Service and Sales Department)

- IN CHARGE OF THE “HELP&SUPPORT” SECTION OF SFR’S WEBSITE (2 people): Recast of the “Help Support” section,management of a Virtual Conversational Agent on the mobile. - RESPONSIBLE FOR THE PROMOTION OF SFR’S WEB SELF-SERVICE PROGRAM - IN CHARGE OF THE RECASTING SFR’S FORUM: Strategic positioning and features definition of the new SFR’s Forum, monitoring developments, organizing and monitoring the activity of the Customer Service Team in charge of the forum’s moderation and animation activities.

- 3 YEARS’ STRATEGIC PLANS FOR LOYALTY SCHEME RECAST for B2B - MANAGER OF 2 PEOPLE in charge of SFR’s Loyalty Programs: including strategy & management of the micro-website, wap and IVR dedicated to the loyalty programs - COORDINATION OF AN INTERNAL STRATEGIC PROGRAM AIMING AT RESTORING CUSTOMERS’ TRUST: reporting, animation of the Steering Committees with Directors, contribution to several projects within the program. - MARKETING FOCUS OF THE DIFFERENTIAL TREATMENT AT CUSTOMER SERVICE AND RETAIL

- MANAGER OF 2 PEOPLE in charge of SFR’s Loyalty Programs - MONITORING & OPTIMIZATION OF SFR’S LOYALTY PROGRAMS’ BUDGET (from 1,1 to 6M€) - RESPONSIBLE FOR THE OPTIMIZATION OF THE EXISTING LOYALTY PROGRAMS - STRATEGY AND IMPLEMENTATION OF THE WEB SELF-SERVICE CHANNELS dedicated to the loyalty programs. - IN CHARGE OF THE DEFINITION OF THE MARKETING NEEDS IN TERMS OF CUSTOMER LOYALTY FOR THE “NEW INFORMATION SYSTEM” PROJECT

- MANAGER OF A TEAM OF 4 PEOPLE IN CHARGE OF several loyalty programs for Proximus’ B2C and B2B customer: monitoring & optimization of Proximus’ loyalty programs Budget: 22 Mio FB (± 550K€). -IN CHARGE OF DEFINING THE LOYALTY & RETENTION STRATEGY AND THE CORRESPONDING ACTION PLAN WITH THE OPTIMAL MIX OF CRM TOOLS, LOYALTY PROGRAMS AND AD HOC CAMPAIGNS - Test & Learn campaigns (churn prediction & win-back)

- RESPONSIBLE for the ProxiReplace Program for the High Value B2B customers (Mobile swap in case of damage or loss: monitoring of the KPIs dashboard, optimization of the program, definition and implementation of enrolment campaigns). - LEAD OF THE CONCEPTION &vDEVELOPMENT OF NEW LOYALTY PROGRAMS FOR B2B CUSTOMERS (concept, validation with Sales and Customer Service, writing of technical specifications with the IT department, preparation of the Business Case and the launch plan with the B2B Business Unit)

- Multidisciplinary support for the opening of UGC’s 1st Multiplex in Spain (16 screens). More specially in charge of the organization of both inaugural nights (Budget: 372 k€) - IN CHARGE OF LAUNCHING the “Carte Privilège” - ORGANIZATION OF CULTURAL EVENTS so as to reinforce the image of the Multiplex as a multi-leisure place.

- DEFINITION AND IMPLEMENTATION OF THE MARKETING CAMPAIGNS for the enrolment of new members and loyalty development of the existing Tarjeta Agil’s card-holders (over 400.000 accounts). - DEVELOPMENT OF TARJETA AGIL’S COMMUNICATION ELEMENTS with advertising agencies - ROI ANALYSIS OF NEW PRODUCTS (such as insurance) and BUDGET monitoring for the commercial department... - DEFINITION AND IMPLEMENTATION OF MANAGER’S TRAININGS on Quality of Service and the efficient use of the credit as a commercial tool.

programme ERASMUS

Licenciature en ciencias economicas y empresariales - E2 Marketing