Matthieu Thiroux

Optimizing end to end customer journey accross 4 business lines in order to streamline processes and optimize revenue.

• Management of three cross-functional teams: Data, Data Quality, and Revenue Operations (16 people).
• Planning and coordination of internal projects; definition of priorities, creation of roadmap, deadlines, and timelines, assignation of responsibilities, monitoring progress, and delivery.
• Collaboration with local and global teams for the implementation of new strategic projects, impacting 300+ stakeholders.
• Implementation of reporting and dashboards.
• Implementation of an outbound strategy, including lead generation, enrichment via AI, smart targetting through machine learning and assignation.

Traveling across Europe and Asia for 14 months

• Management of the Revenue Operations, Sales Operations and Customer Success Operations
• Management of a 12 people team
• Definition of OKR and objectives
• Implementation of Crossover projects impacting up to 250+ people
• CRM (SalesForce and hubspot), ERP and payment tools management and improvements
• Merge of 4 CRM on 5 countries to build the strongest customer journey process ( customer communications, lead management, sales process, customer support)

• Building of a high performing Operations team of 8 people (covering end to end processes)
• Audit of the all the internal systems used. Implementation of a new full end-to-end customer journey process based on best practices and data analysis (lead management, sales process, finance, billing, customer care, customer success and logistics)

• Business Operation team lead and technical referent (5 people).
• Duplication and adaptation of systems in Spain and Italy to launch the new offices on qualification, sales and post sales processes according to local needs.
• Launch and implementation of a partnership with a warehouse to externalise our logistics.
• Implementation of a ticketing system and a chat for customer care and Customer success.
• Administration and improvement of SalesForce, user training.

• Internal tools admin (CRM, VOIP), Maintenance and implementation of new processes to optimize performances.

• Customer account management and purchases.