Summary
Passionate about transforming traditional businesses into customer-centric ones with efficient retail and merchandise operations driven by innovation with sustainability in mind. I have held senior leadership positions, working for prominent global companies in Europe and Asia. I constantly improve business finances with remarkable customer experience, innovation, robust category management and operational excellence.
My achievement includes restructuring to turn into a highly profitable Private Brand business unit at E. Leclerc, implementing a customer innovation and sustainability direct sourcing hub at Carrefour, and recently helping Toys "R" Us to launch their strategic private brand sourcing office and then run strategic customer-centricity transformation programs to adapt their merchandise and retail operations to the 2023 regulation & customers' aspirations.
As a respected leader, I am known for creating a high-performance culture by developing talent, inspiring teamwork and excellence and championing sustainability
Professional experiences
Head of customer engagement & experience
TOYS R US (Asia) , 0 - Permanent contract
From September 2022 to October 2023
Define a customer-centricity transformation plan to increase customer satisfaction.
Use data science analysis to cluster customers and determine the category roles and interactions to pinpoint the key factors influencing customer retention.
Gather customer insights and chart the entire customer journey to develop a strategy for boosting customer satisfaction and financial performance metrics.
General manager merchandise process & compliance
TOYS R US (Asia) , 0 - Permanent contract
From September 2020 to September 2022
With an end-to-end approach, redefine new merchandise and store operations.
Increase the operational cross-department efficiency
Reduce the company's compliance risk exposure (auditor PWC)
General manager sourcing and quality assurance
TOYS R US (Asia) , 0 - Permanent contract
From May 2019 to September 2021
Toys "R" Us (Asia) must transition its brand portfolio from legacy US Private Brands to own intellectual property Brands under a specific legal timeline.
Design a private brand program (financials, brand value, segment, planning)
Set up a fully operational buying department to deliver it, including design & packaging, vendors and quality assurance – 13 people team (HK, China & Japan)
Result:
Division manager toys and stationary
CARREFOUR , 0 - Permanent contract
From November 2011 to May 2019
Purchasing value: USD 100m – 25+ cross-functional Team.
Increase the trading volume and re-enforce stakeholders confidence (Latin America, Europe)
Increase the operational excellence by restructuring the Team's organization, implementing a new trading process and a more robust vendor management program
Conclude international partnerships with major brands. (Direct to-retailer program)
Set up the group pilot for customer-centric, innovative and sustainable sourcing
Senior international buyer
E. LECLERC , L'isle-adam - Permanent contract
From January 2011 to November 2011
Purchasing value: EURO 50m+ - Paris (Head Quarter)
Reorganize the supply and vendor pool to increase the seasonal offer's competitiveness and retail margin.
Reorganize the vendor portfolio, renegotiate the buying terms and implement flash tender
Introduce new supply chain third parties to improve the product landing cost
Improve product on-shelf availability with close operational monitoring
Private brands market manager
SIPLEC E.LECLERC , Ivry sur seine - Permanent contract
From April 2007 to December 2010
retail value: EURO 30m+ - Paris (Head Quarter)
Restructure the business unit to improve competitiveness, develop sales and recreate customer appeal to the product range.
Revise the assortment and the branding to enhance customer attractiveness and increase the quality/price perception.
Redefine the brand in-store experience and fully redesign the promotional activities to offer more value to the customer on a top than an everyday low-price
Segment the offer and add customer-centric design to enrich the brand's values
Renegociate the terms and revisit the vendors' network to reduce costs
Increase stakeholders' and franchisees' engagement with improved financials
Degree
Languages
Anglais - Courant
Chinois - Notion
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