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Carole Priol

Customer Experience and Marketing Manager

Marketing and Communications Strategy
Project Management
Digital and print
Problem solving
Home Experiences Education Skills Interests
Download my PDF resume
Carole Priol
Australia (Victoria)
Contact me
Professional Status
Employed
Open to opportunities
About Me
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.
Resume created on DoYouBuzz
Experiences
  • 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;
  • Managed the customer feedback team.
  • 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.
  • Responsible for updating the website and following statistics of the website (via Google Analytics);
  • Optimization and development of the website;
  • Took part in marketing strategy (customer surveys, turnover/clients, etc );
  • Setting up an Iphone application dedicated to sustainable development workshops;
  • Wrote press releases in both French and English;
  • Created communications supports (brochures, newsletters, e-cards, pull up banners, etc);
  • Organized and oversaw different types of conferences (four to ten per months) and events;
  • Promoted the law firm in international directories and trade shows;
  • Monitored the budget.
Detailed Description
  • I managed the communication of the law firm by creating supports for the French and foreign offices, and updating the website.
  • I also contributed to the promotion of the firm through internationally recognized directories and press releases.
  • I organized and oversaw several conferences dedicated to law professionals (from four to ten per months) and clients cocktails and inaugurations (250-400 people).
Company Description
Lefèvre Pelletier & associés, LPA is one of the largest French business law firms, with 120 lawyers and paralegals including 28 partners. The firm assists its clients in all areas of business law, both in consulting and in litigation.
In addition to its Paris office, LPA is also established in Alger, Casablanca, Frankfurt, Guangzhou, Hong Kong and Shanghai.
  • 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).
Detailed Description
  • I was mainly in charge of the deployment of the new brand’s identity. I was the link between the designer of the new logo and all internal teams and providers to set up the new graphic standards and modernize the insurance agencies of the group. I also cooperated with the advertising agency and the marketing department in order to create marketing practices.
  • In addition to that, I organized several internal events as a road show for the wishes of the CEO or the reveal of the new logo. I also oversaw the participation of the company to different trade shows, from the design of the stand to the creation of marketing supports.
Company Description
With approximately 1000 insurance brokers, Gan Assurances is an insurance company which offers professionals and private individuals expertise in : car, house, health, and death insurances, life insurance savings, superannuation, investment and guarantee.
Gan Assurances is the fourth insurance brokers network in France, with 1.5 million customers.
  • Determined marketing strategies to reach new targets;
  • Managed recruitment of visitors by extending coverage of the fair on internet;
  • Created various forms of communications and marketing collaterals (programs, invitations, web banners, etc.);
  • Drafted creative briefs;
  • Welcomed and advised visitors to the 2010 Paris edition of the trade (60,000 visitors);
  • Updated website and the Facebook page;
  • Monitored the budget.
Detailed Description
  • I worked with the markerting Director, the sales and logistics teams in the organization of an annual trade for entrepreneurs.
  • I was responsible for creating all the communication supports necessary and dealed with the partners to increase the visibility of the trade in order to recruit as many visitors as possible.
Company Description
Salon des Entrepreneurs is a trade show dedicated to entrepreneurs, purchasers of companies, franchise applicants, self-employed people, very small and medium-sized enterprises managers and innovative enterprises managers.
The trade gathers all the interlocutors they need to create or develop their companies, such as local authorities, corporate and financial institutions, vocational training, banks, insurances, ...
Salon des Entrepreneurs belongs to the Echos Group and LVMH.
  • 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.
Detailed Description
  • I was mainly in charge of setting up a network of 40 internal TV screens.
    The aim was to improve internal communications specially towards non-office workers (mechanicals...) as Air France Industries's business operations are distributed across 5 different venues (3 around Paris, 1 in Toulouse and 1 in Amsterdam).
    I managed all steps of this project: choice of installation of the TV screens in each sites, creation of the graphic standards, liaison with all suppliers, choice of the type of content (texts and video) and broadcast of the program, training communications teams who were allowed to upload content.
  • I also organized internal events as conventions, conferences, cocktails, incentives (from 20 to 350 people).
  • I managed other kinds of communications tasks: intranet, bimonthly newspaper, monthly newsletter, ...).
Company Description
Aircraft maintenance is one of the three businesses of AIR FRANCE KLM. Trading under the commercial names of Air France Industries KLM Engineering & Maintenance, the group's MRO arm plays a strategic role in the group's ongoing development.
AFI KLM E&M has the large-scale human, technical and financial resources it needs to carry out its twofold remit of bolstering its competitive advantage in terms of maintaining the group's fleets, and of being a flagship player in the global marketplace.
  • Coordinated working relations between agency and customers;
  • Wrote communications briefs;
  • Participated in answering calls for tender;
  • Created and updated a media library.
Company Description
Publicis Activ is an advertising agency, belonging to Publicis Group. It is established in Lille, Paris, Brest, Nantes, Bordeaux, Montpellier and Marseille.
There is no office in Rennes anymore.
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Resume created on DoYouBuzz