Elsa R
Customer Success & Operations Manager | B2B SaaS · E-commerce · KAM | Bilingual FR/EN
About Me
Jurisdiction
Notable Employer
- Operations & Customer Success Manager at Eyelights
- Digital Fulfillment Manager at Lush Cosmetics France
- Key Account Manager at Lush Cosmetics UK & Germany
- Sales Advisor at Lush Cosmetics France
Experience
– Engineered a hybrid pricing structure (Token Pack / Smart, Pro, Team subscriptions) and defined conversion funnels. – Led strategic repositioning from video summariser to augmented intelligence platform, consulting firm format. – Overhauled homepage and user journey to align product promise with monetisation strategy.
– Designed and optimised the full customer lifecycle: built client portal, dynamic FAQ and internal knowledge base. Reversed Trustpilot score from 1.2/5 to 4.2/5, driving measurable retention improvement. – Led ERP & Finance implementation (Odoo): migration and deployment of CRM, logistics and billing workflows. – International logistics: carrier negotiations, secured complex exports (hazardous materials). Significant reduction in return rate through cross-functional process optimisation. – Coordinated technical teams for testing, quality control and associated documentation.
– Managed e-commerce operations: catalogue of 800 to 1,600 references, scalability during seasonal peaks (2,600 to 13,500 orders/week). – Managed teams of 12 to 22 people during peak periods. – Planned and executed warehouse relocation with zero interruption to order dispatch. – Optimised order procedures and managed critical backorders.
– Managed the French-speaking B2B market (France, Belgium, Luxembourg) — 50+ stores, annual purchase volume of €13.8M. – Trained and managed the French-speaking team, monitored SLAs and KPIs. – Stock management, supply chain and product launch coordination with distribution partners. – On-site deployment in Germany then the UK to support production relocation. – Optimised order procedures and managed critical backorders.
– Delivered 5-star customer experience, client retention and contribution to sales targets.
– Provided logistical support to artists for project delivery (funding, budgeting, administrative assistance). – Built connections within the regional arts network.
– 9 years’ experience, including 3 years in Maternity & Gynaecology A&E; (Level 3). – Extreme stress management, vital prioritisation and rigorous patient information handover.