I am a communications and marketing expert with 9 years’ experience. I have knowledge of the service and public transport industries, working for major companies such as Air France and Transdev. I have experience in implementing strategies and projects using new Information and Communication Technologies (social media, Smartphone application, digital signage, media monitoring, etc). I am well organized and able to perform and prioritise several tasks as the same time. I also have excellent communication skills working at all levels of the organization.
Oversee Transdev's marketing, customer information and customer experience strategies;
Develop and deliver customer and marketing campaigns aimed at improving the customer experience, satisfaction and increasing patronage;
Oversee customer experience programs such as The Transdev's Way of Customer Experience, Meet our Managers, Mystery Travellers, Customer Satisfaction Monitor;
Develop and deliver strategy to ensure that all employees understand the primacy of the customer, the factors that affect customer satisfaction and the role they can play in improving customer satisfaction and reaching customer standards;
Develop and improve customer information from pre to post journey, on-board, at stop and off system;
Stakeholder engagement (Public Transport Victoria, other operators, city councils, customers, etc.);
Responsible for attaining and maintaining accreditation for the International Customer Service Standard;
Manage and oversee development of customer related KPIs and data analysis;
Manage the customer experience and marketing team.
Developed and implemented marketing and communication projects aimed at improving the customer experience and customer satisfaction and increasing patronage (e.g. “Catch the Bus” campaign around Port Melbourne, "Hold on" campaign across the network);
Responsible for improving customer information from pre to post journey, on-board, at stop and off system;
Oversaw Transdev's digital strategy (website, social media, apps, real time info, new technologies, etc.) and worked closely with the Communications team to deliver it;
Delivered and oversaw Transdev's disruption alert service and worked with Public Transport Victoria on improving multi-mode disruption information;
Oversaw customer experience programs such as Meet our Managers, Mystery Travellers, Customer Satisfaction Monitor;
Responsible for attaining and maintaining accreditation for the International Customer Service Standard;
Development and execution of communications and marketing plans addressing cross-channel communications, content and segmentation approach;
Lead implementation of new customers, communications and marketing related projects in collaboration with key internal and external stakeholders in order to meet company’s KPIs;
Development of company’s digital strategy and deployment of digital programs/tools;
Enquired about and implemented customer innovation projects;
Set up and development of Web’Vibe, a social media monitoring tool, and trained staff in using it;
Enhanced customer information from pre to post journey both on-board and off bus;
Conducted customer surveys, analysed and interpret results to identify needs and opportunities;
Provided marketing input into Business Development opportunities;
Proactive role in developing and managing relationship with key stakeholders;
Coordinated design and build of artwork and corporate merchandising;
Financial management;
During the transition period: Set up of internal and external communications and marketing processes (including newsletter, social media accounts and standards, business branding activities, photoshoot, etc.); participated in implementing customer feedback processes, including Listen (a Salesforce tool); and developed and uploaded the company website.
Deployed new identity of the brand (internally and externally);
Took part in the development of the new customer strategy (from the definition of the different segments to the implementation of the marketing campaigns);
Created various forms of collaterals (brochures, advertisement posters with QR code, press releases, radio advertisements, web banners, etc.);
Set up customizable communications supports (brochures, flyers, posters and templates) for employees and insurance brokers;
Wrote articles for the internal newspaper and sales brochures;
Organized several events (internal events and participations to trade shows);
Participated in change and deployment of new identification of insurance agencies (signs and inside).
Managed implementation of digital signage program (elaboration of technical specifications, creation and broadcast of the program, RSS feeds, training communications teams in uploading content);
Elaborated annual communications strategy (web and print);
Coordinated internal newsletters and newspapers;
Updated the intranet website, wrote articles for website and newsletters;
Organized several internal events (from 20 to 400 participants);
Set up an internal survey regarding the communications tools in order to optimize them;
Worked with KLM E&M colleagues on common communications projects.
Microsoft Office suite (word, excel, powerpoint): good to advanced knowledge
Internet and social media
Content Management System
Outlook and Lotus Notes
Adobe Photoshop and Microsoft Publisher: intermediate knowledge
Interest and understanding of Information and Communication Technologies (social media, Google Analytics, Campaign Monitor, Smartphone application, digital signage, media monitoring, QR code...)