Carole Priol
Customer Experience and Marketing Manager
Marketing and Communications Strategy
Project Management
Digital and print
Problem solving
Australia (Victoria)
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.
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.
Customer Experience and Marketing Manager
Transdev
Since January 2016
Melbourne
Australia - Victoria
- 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.
Customer Information and Marketing Manager
Transdev
March 2015
to December 2015
Melbourne
Australia - Victoria
- 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.
Project Advisor Customers, Stakeholders and Marketing
Transdev
May 2013
to February 2015
Melbourne
Australia - Victoria
- 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.
Communications and Marketing Advisor
Lefèvre Pelletier & associés, Avocats
September 2011
to December 2012
Full-time
Paris
France
- 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.
Communications, Marketing and Brand Advisor
Gan Assurances
February 2010
to August 2011
Full-time
Paris
France
- 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).
Marketing Officer
Salon des Entrepreneurs (LVMH Group)
September 2009
to February 2010
Full-time
Paris
France
- 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.
Internal Communications Assistant
Air France Industries
September 2007
to August 2009
Apprenticeship
Paris
France
- 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.
Communications Manager Assistant
Publicis Activ
July 2006
to December 2006
Internship
Rennes
France
- Coordinated working relations between agency and customers;
- Wrote communications briefs;
- Participated in answering calls for tender;
- Created and updated a media library.
- Graduated from Public Transport Victoria's Leadership program
- Recruitment
- Objectives setting
- Performance review/management
- Requirements definition
- Elaboration of specifications
- Creation and coordination of project schedules (Gantt charts, etc)
- Risk and change management
- Relations with freelancers and suppliers to ensure schedules and costs are met
- Budget and timeline monitoring
- Content writing (Newsletters, website, intranet, press releases, brochures, etc)
- Development of collateral (campaigns using QR codes, goodies, pull up banners, radio and cinema ads, etc)
- Production management: liaison with graphic designers, communications agencies, printers, etc.
- Social media planning and animation
- Event management: from the choice of the theme and invitations lists, to on-site management
- Brand development
- 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...)
- French: mother tongue
- English: fluent
- Commitment, rigour, enthusiasm, can do attitude, team work, lateral thinker, great attention to details, creative, ambitious
- Jazz dance
- Volley ball
- Tennis
- Traveling (main European cities and Central American countries)
- Improvisation
Specialization in Communications and Marketing of Services
Exchange Program
Leon Kozminski Academy of Entrepreneurship & Management, Warsaw, Poland
February 2007
to June 2007
One semester of studies in English: operations management, marketing, human resources.
Preparation course for admission into French business schools
Lycée Voltaire, Orléans, France
September 2003
to June 2005
Specialization in Economics.
