Carole Henry

Experience

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  Mondial Assistance

  Jun 2003 - Jan 2005

  Researcher for American Express Japan Concierge Service

  Provide an efficient and proactive response to high-end American Express Japanese customers requesting concierge services and language support in the EMEA region: - Research requested merchandise and services.- Manage and prioritize outstanding files to meet all requirements and deadlines. - Act as a liaison between the Japanese staff and other organisations when needed.

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  Corporate Executive Board

  Feb 2005 - Jan 2010

  Manage relationships with C-level & top finance executives from Fortune 500 companies for consulting services:- Actively manage the portfolio through their membership lifecycle.- Negotiate subscription renewals; working towards renewal rate and price targets; tracking service and sales metrics, providing forecasts and reports to management.- Partner with product and sales teams to understand clients' needs and make presentations. - Analyze trends and proactively suggested adequate changes in the product.*Obtained the 'Firm Builder' company award in 2007 for outstanding sales results (>$1M) Show less

  • Account Director

    Jul 2006 - Jan 2010

  • Sales Associate

    Feb 2005 - Jul 2006
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  Amazon

  Jan 2010 - Jan 2016

  Lead the marketing function for the Private Label business in the EU, with brands such as AmazonBasics, focusing on revenue, traffic and customer experience.- Create and execute the online merchandising strategy, liaising with global and local teams.- Plan and execute the marketing calendar, managing a team of remote marketers.- Create dashboards to monitor ROI and provide management reporting.- Manage the product catalogue, setting up procedures for product launches and defect reduction.- Collaborate with product and sourcing managers to develop and launch new products. Show less Project-manage initiatives to grow European merchants and improve their product experience.- Large (FBA) Sellers Account Management: Manage a portfolio of large European Amazon sellers to drive their overall sales volume on the platform and drive the use of FBA.- Manage the removal of friction points: Identify key blockers and manage the path to resolution with multiple stakeholder teams (ex. UI, logistics, compliance...).- Marketing and education: Conceive, execute and scale an educational program with webinars, tutorials, emails, surveys... - Analyze large data sets to monitor sellers' performance and measure campaigns’ impact. Show less

  • Senior Online Marketing Manager, Private Brands

    Jan 2014 - Jan 2016

  • Project Manager, Merchants

    Jan 2010 - Dec 2013
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  PayPal

  Jan 2016 - Dec 2019

  • Segmentation of the B2B customer base and market sizing• Planning of initiatives for the growth of the SMB customer segment Define the cross-sell and retention strategy for the SMB segment:- Analyze metrics to set the strategy for customer segmentation (ex. product fit by persona)- Coordinate CRM programs implementation with stakeholders (marketing, product, etc.) across global markets (ex. lifecycle event or product x-sell to focus on by persona)- Represent the merchant voice to reduce friction points (ex. KYC/KYB onboarding). Drive the customer success efforts of the SMB customer segment in the EMEA region:- Work with finance and data science to monitor key KPIs, perform reporting and deep-dive analysis.- Project-manage CRM initiatives in EMEA, including the implementation of a predictive churn model.- Build and manage a regional framework and community with local SMB teams (ex. best practice sharing, centralized communications).

  • Global Business Solutions Go-to-Market, Senior Manager

    Jun 2019 - Dec 2019

  • SMB Global Strategy and Operations Senior Manager

    Sept 2018 - May 2019

  • Senior SMB Development & Retention Manager, EMEA

    Jan 2016 - Aug 2018
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  Open Assessment Technologies S.A.

  Jan 2020 - Mar 2021

  EMEA Client Services Manager

  Responsible for the management of European institutional/governmentalclients, using an EdTech SaaS solution, including:- Ensure that contractual obligations are met in project execution and thatclient is satisfied- Administer the contract (quotes, invoices, SOWs…) and negotiate sale of newservices- Advise the product teams about clients' needs to inform the roadmap

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  CarPay-Diem

  Mar 2021 - May 2023

  Business Development Manager

  Responsible for the sale of a digital payment solution related to mobility inFR/UK/Nordics regions:- Prospect, qualify and negotiate contracts with fuel retailers and app partners- Acting lead for product development projects related to payment and to theEV transition

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  NZero

  Jun 2023 - Mar 2024

  EMEA Customer Success Manager

  Responsible for the success of clients using a SaaS carbon emissionsaccounting platform:- Be the primary point of contact, ensuring satisfaction and engagement- Monitor account health, renewal and expansion opportunities- Develop carbon accounting and ESG knowledge to advise clients

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  TERRA MATTERS GIE

  Jun 2024 - now

  Business Development Manager

  Promote the benefits of the circular economy and drive the adoption of the Product Circularity Data Sheet (PCDS) among companies.