Ahmed HADJAR
Customer Experience Director - Head of CSM & Loyalty
44 years old
Montreuil (93100) France
Consultant
Available
With more than 16 years of experience in consulting firms, digital agencies and SAAS companies, between Customer Experience and customer relationship projects, I have been able to implement strategic and operational projects at several levels: smoother customer journeys , more facilitated, digital implementations allowing more interactions but above all an optimized customer relationship and ensuring an obvious ROI. Today, I'm open to writing the next chapter of customer experience at your company.
Partner Sales Manager MENA
Messaging Me
Since March 2024
- Development of our solutions in the MENA region (UAE, KSA,...). Support in the integration of Messaging at each stage of the customer journey: discovery, consideration, purchase, care or re-engagement.
Professional speaker
ESCE Paris
May 2023
to June 2023
- Intervention with Master degree's students on new trends in Digital Marketing
CEO & Founder
iThiinK
Since February 2017
- iThiinK is a consulting company specialized in Customer & User Experience, Communication & Web solutions.We are rethinking the offer of Services with an integration of different skills to best meet the needs of our customers.
www.ithiink.com
Customer Experience & Account Management Director
Smart Tribune
March 2021
to March 2023
- Management of a CSM and Accounts managers team (9 talents)
Delivery follow-up: planning, organization and monitoring of digital projects (FAQ, Push, Knowledge, BOT)
Loyalty follow-up: planning, organization, implementation and monitoring of loyalty actions
Upsell & XSell development: implementation of actions to develop average turnover per customer
Design and development of a new consulting offer => implementation of a Smart Workshop offer as well as monitoring of all consulting work (Advice, workshops, etc.)
Recruitment and Talent acquisition => recruitment of 6 talents (selection, interview, etc.)
www.Smart-Tribune.com
Senior Digital Consultant
TSC
March 2017
to June 2019
Full-time
Paris
France
- Commercial & Consulting: Commercial development of a portfolio of customers with proposal of innovative solutions following phases of diagnosis and analysis of needs: management of 2.5 million euros turnover.
- Project management and monitoring: supervision of the project team with multiple profiles.
- Branding and image of the agency: with participation in various and major events (Vivatech, HubForum, ...) and participation in continuous innovation efforts.
- Obtaining trophies for managed client accounts: Chatbot AI ATONSERVIX (Parc Astérix) : Golden TOP COM / 1st Prize in The Golden Mobiles / One of the 8 best AI Chatbots in Europe at the ECCCSA.
Account Manager
gnresearch France
July 2011
to January 2017
Full-time
Montreuil
France
- Business development: in B2B and B2C with a portfolio of large accounts and SMEs in various sectors.
- Marketing research : Project management of qualitative and quantitative studies oriented customer experience, satisfaction and ROI.
- Accompaniment and decision support for several marketing departments, customer relations on customer experience and / or change management issues.
- R&D: Customer effort theory (Introduction in France since 2008 / privileged interlocutor internally and externally).
- Working group facilitation with customers (workshop establishment and support of market research and internal audit).
- Mission - Internal Auditor & Process Driver (Since January 2013)
Internal audit in the framework of ISO 9001 certification 2008 Version obtained and renewed by gnresearch France.
Marketing Research Analyst
gnresearch France
March 2008
to June 2011
Full-time
Montreuil
France
- Market research : Questionnaires / field support and management (Online, Phone, Panel ...) / analysis and data processing / results presentation and workshop.
- Project management: implementation of large systems in France, in Europe and in nearly 50 countries.
- Customer Support Manager in drafting business proposals.
Marketing Research Analyst
Ipsos observer
April 2007
to October 2007
Internship
Paris
France
- Market research: Participation in the development and management of different studies within the Business Unit Omnibus.
Marketing Research Assistant
ATM Mobilis
January 2005
to June 2005
Internship
Constantine
Algeria
- Participation in the development of an overall marketing strategy for the incumbent operator ATM Mobilis.
Professional Master : Market research and marketing decision making
IEMN - IAE of Nantes
September 2006
to September 2007
Obtained with honors - This master is one of three masters of its kind in France with that of the IAE Grenoble and Political Sciences in Paris.
- News / Marketing trends.
- Always exploring new destinations.
- Swimming / Running / Gym.
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English (Fluent)
Expert
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Arabic (Native)
Expert
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French (Native)
Expert
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Customer Experience Management - Customer Journey
Participation in the creation of new tools in gnresearch as part of its positioning (ROSE program, customer experience studies ...).
Working group facilitation among customers under implementation or monitoring of post studies actions.Advanced -
Market Research
Customer Experience expertise to offer companies the best solutions to capture and retain their clients.
Interpret and give meaning to information to support the development and deployment of marketing strategies.
A thorough knowledge of the consumer, to deliver innovative and effective solutions and not mere market research results.Expert -
High-Tech IT
Nearly 8 years of experience in the field of IT, including 4 years as a project manager in market research on behalf of one of the mobile telecommunications leaders in France.Expert
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Data Mining
Project leader in the creation process of ROSE Program Customer Effort in gnresearch through statistical modeling tools developed in-house.
Probabilistic models help to marketing decision.
Participation in projects and work on innovative models Termination research with Bayesia / Enhancement recommendation rate (Logycs by gnresearch).Advanced -
Quantitative Research
Developing & managing a marketing study A to Z: Response to customer needs / Questionnaire / Land Management (Quali / Quanti) with different modes of collections (phone, online, face to face & panel) / Analysis and data processing / analysis reports Preparation / Presentation & support internally among the final customers.Expert
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Segmentation
Further analysis in the context of marketing research in collaboration with scientific management.
Adding value to the basic results of a marketing study to better meet the needs of the customers.Advanced -
Customer Relations
Key Account Manager: main contact for marketing research for SFR (4 years) and partner for the implementation and monitoring of all marketing customer experiences studies SNCM (7 years).
Partnership & events: Member of strategic projects "Barometer of customer effort" and "Customer Experience Value Barometer" (organization communication and dissemination, conference ...).Expert -
Digital Marketing
Expert
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Social Media Management
Expert
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Propositions commerciales
Taking briefing clients.
Development of commercial proposal independently or in support of commercial director.
Defense projects through tenders.
Appointment exploration (by phone or face to face).
Participation in trade actions by the company.Expert
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Community management
Participation in the creation, monitoring and management of gnresearch LInkedIn group : ROSE Program.Advanced
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Webdesign & website creation
Website design, content and creation :
www.dot-beauty.comGood
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External communication
management of the whole communication process of DOT Beauty company.Advanced
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Networking
Participation in marketing fairs and conferences related to the trade.Expert