Léa Wentzlow

- Designed the Customer Service strategy - Designed & analysed Customer Service Performance - Managed partnership with Contact Centers - Customer Project Management

- Developed local customer experience plan and manage information in partnership Sales and Marketing departments - Supported development of the loyalty program Flying Blue (Benchmark, action plan, reporting) - Analyzed B2B, B2C, B2T customer feedbacks (Net Promoter Score, Escore, Verbatims) and created regular reporting

- Designed the offer asset mapping and enrich transactional offer presentation with assets on SE.com and monitored the transactional offer and digital customer tools web performance - Supported internal communication on different channels - Helped set-up off-site event for the Line of Business

- Modernised internal communication (SharePoint) - Helped set-up internal & external events - Organised and updated internal documents specific to the activities of the service

- Organized & Promoted Events - Contact with local managers suppliers and CCIFT members - Updated database with Eudonet (Event software)

- Created Database and developed Communication tools - Helped set up events and supervised logistics