Samira BENGRIRA

Experience

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  Service départemental d'incendie et de secours du Loiret (SDIS45)

  Jul 2012 - Nov 2021

  Sapeur pompier volontaire

  En dehors de mon temps de travail, je me rends disponible pour assurer des gardes et intervenir.Formations:IncendiePremiers Secours en Equipe Niveau 1 et 2Complément Secours à PersonneSpécialité Secours Routiers

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  EDF

  Jun 2016 - Sept 2016

  Chargé de service clients

  Mes premiers pas dans la relation client :Ma mission consistait a réceptionner des appels et répondre à la demande des clients conformément aux exigences de la charte qualité EDF. Tous les appels étaient tracés dans SAP

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  BURTON of London

  Jan 2017 - Dec 2021

  • Spearheaded CRM initiatives, integrating platforms such as Dartagnan, Splio , and MyElefant for email and SMS marketing campaigns. Delivered a minimum of six newsletters weekly, one SMS monthly, and seasonal paper mailings. • Achieved a 30% reduction in inactive customers within 12 months by implementing personalized customer journeys (“prospects to customers,” “inactive to active”). • Drove increased campaign engagement (+1-2% open rate, +2-4% click-through rate) by leveraging scoring and predictive marketing using D.AIM (now Splio), optimizing targeting with customer behavior insights. • Developed and refined a strategic balance between maximizing outreach and minimizing over-solicitation, ensuring effective segmentation and tailored offers for customer retention. • Created dashboards and reports using QlikSense, presenting weekly and seasonal KPIs (NPS, acquisition, reactivation) to the Executive Committee and Regional Managers. Led CRM challenges to boost sales team performance. • Trained sales teams on CRM tools, loyalty programs, and data collection, driving +19% revenue per customer by improving opt-in rates. • Led clienteling actions with tailored recommendations based on QlikSense data, enhancing personalized shopping experiences and customer loyalty. Show less • Built the Customer Service department from the ground up, including process design and agent training materials. • Led cross-departmental workshops involving IT, Accounting, and Marketing to streamline operations. • Successfully implemented Zendesk for enhanced customer interaction and established a customer hotline. • Managed the after-sales service and supervised the customer relations assistant. • Developed comprehensive dashboards to track key performance indicators (KPIs) for customer service. • Led the creation and management of the Net Promoter Score (NPS) survey and initiated the “Voice of the Customer” program, delivering insightful weekly reports to the executive team. Show less

  • CRM & Client Care Manager

    Feb 2019 - Dec 2021

  • Customer Service Project Manager

    Jan 2017 - Feb 2019
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  Pasino.ch

  Dec 2021 - May 2022

  Client Relationship Manager

  6 month due to Economic Dismissal • Developed an innovative gamified retention program, where players explore a dynamic map and unlock new destinations monthly, significantly enhancing engagement. Loyal players unlocked exclusive rewards and experiences. • Tripled Instagram followers through cross-channel recruitment campaigns, leveraging lead ads and automated scenarios on Sendinblue. • Managed CRM strategy in a highly regulated sector, submitting quarterly plans to the Federal Gaming Commission for approval. • Drove 83% player engagement by designing and implementing a comprehensive customer journey, spanning recruitment, onboarding, retention, and VIP management. • Created and launched exclusive VIP experiences, offering early access to games, personalized bonuses, and tailored communications that significantly boosted VIP retention and satisfaction. • Led a customer satisfaction initiative by creating NPS surveys using Hotjar, analyzing feedback to drive customer-centric improvements. • Conducted an audit of existing CRM and marketing efforts, proposing new communication strategies focused on player mindset, promoting big wins, and optimizing the welcome bonus. • Led daily CRM operations, including segmentation, briefing content/design teams, and executing recruitment, onboarding, and retention campaigns via Gamanza and Sendgrid. • Built performance dashboards from scratch with the Data Science team, delivering data-driven insights for continuous improvement. Show less

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  Fitec Formation

  Oct 2022 - Jan 2023

  Reskilling : Consultante technico fonctionnel Salesforce

  3 Month deep training:- Salesforce Administrator certification- Scrum Product Owner certification

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  Orange Business

  May 2023 - now

  Customer Experience Consultant

  For Jaeger-LeCoultre - Richemont Group within CRM departmentSee below

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  Jaeger-LeCoultre

  May 2023 - now

  Customer Experience Consultant

  As a Client Experience Consultant in the CRM department, I support Jaeger-LeCoultre in the following scope:Clienteling: Onboarding new boutiques on the clienteling strategy and tools (project management, training, change management, support, and performance tracking). Working closely with end-users, I ensure they have everything needed to fully leverage the tool and generate incremental sales.Voice of Customer: I ensure the onboarding of new boutiques and the implementation of new surveys. I closely monitor performance at each touchpoint and periodically conduct deep dives to provide valuable insights to other departments. My goal is to ensure an excellent customer experience and address pain points to improve overall satisfaction.Community: My goal is to ensure that the clienteling, voice of customer, and customer journey strategies are well understood and that objectives are met. I regularly lead sessions to share the latest updates, performance metrics, and best practices. Show less