Product Manager – Efficiency &Automation

September  2025 – today

Mission: Improve the performance and productivity of internal team

  • Define product strategy and vision for internal tools to drive operational efficiency across Customer Support, Sales, Legal, & Finance teams.

  • Identify operational friction points through user interviews, workflow analysis, and audits of existing tools (Zendesk, HubSpot, Back-office)

  • Automate business processes between Zendesk and internal systems by configuring webhooks and REST API calls (via N8N) ; 8 tool prototypes and AI use cases delivered; Lead change management including communication, support, training and user onboarding

  • Prioritize the backlog (user stories, acceptance criteria, GDPR compliance) and lead delivery with Tech, Data, and UX teams (2 developers)

  • Define KPIs (adoption, usage, performance, satisfaction), monitor impact, and drive continuous iterations (CSAT: 85% | SLA: 86%| Deflection: 32%)

  • Managed relationships with SaaS vendors and software providers, supporting make-or-buy decisions

Product Manager – Chatbot

January 2025 – July 2025

Mission: Optimize customer experience and reduce contact rate through a Gen-AI powered chatbot

  • Define and lead the chatbot strategy (NLP, automation) in collaboration with the technical provider, Product and Customer Service Teams

    • Design, configure and deploy conversational flows using no-code platform: technical integration, creation of intents / entities, QA testing, UAT and production release

    • Monitor and steer key KPIs: +99.000 contacts handled, 78% satisfaction rate, and bounce rate improvement from 6.2% to 4.2%

    • Report directly to VP Customer Service and manage cross-functional projects to align AI initiatives with operational performance

Product Manager – Marketing Operations 

June 2023 – December 2024

Mission: Build a unified marketing platform" initiative for 5 brands (Immoweb, Immowelt, Immonet, SeLoger, Meilleurs Agents) across 3 countries (Belgium, Germany & France)

  • Lead the discovery (product and data) of 35 B2B & B2C marketing usecases to optimize CRM marketing performance (user interviews, data research, product testing)

      • Manage the design, launch and performance of MarTech solutions from SalesForce Marketing Cloud

      • Define and analyze KPIs (+ 1.2M daily emails sent in Belgium, 5% growth in open-rate)

      • Manage communication with stakeholders (LeadGen, CRM, Data) & report to Head of Product, ensuring alignment with company strategy and goals.

      • Handle content and campaigns implementation of SalesForce Marketing & Data platform to increase lead generation and conversion rates (around 2.2M daily recipients).

      • Build and monitor product roadmap, prioritize backlog and manage delivery of 2 teams of 7 people in agile.

      • Conduct product and data discovery: deployed +30 B2B & B2C marketing use cases.

        • Mission:  Conduct GenAI lab for innovative Proof-Of-Concepts for internal products
        • Manage POCs (proof-of-concepts) projects: automated tests, SEO, LLM leaderboard…
        • Ensure daily & monthly communication with internal AI community through newsletters and retrospectives.
        • Facilitate meetings with external stakeholders (startups, AI partners) and challenge project’s outcomes.

Product Builder – Innovation Projects – Bot Factory

June 2020 – May 2023

Mission: Designed the user and conversational experience of virtual assistants (chatbot, voicebot)

  • Developed product and conversational roadmaps and worked with cross-functional teams including developers, UX/UI designers, Legal and Marketing. Successfully launched 2 conversational assistants, managing over 200,000 monthly interactions, and delivering +50 new features

  • Collaborated with data teams to monitor analytics and customer feedback, conducting user research to uncover critical insights Achieved a 5% reduction in churn rate and increased customer satisfaction rating score by 1.5 points

  • Provided senior management with recommendations across various functions, including customer care, resulting in a 40% decrease of callback rates

Senior functional consultant – IT Service Excellence in EMEA Market

January 2019 – June 2020

  • Product Owner on innovation projects (Artificial Intelligence and Robotic Process Automation)

    ·       Headed prospection on about Chatbot and RPA projects: resulted on 5 fixed contracts (La Poste, Carrefour, Adecco, Société Générale, RCIBank)

Product Owner – Chatbot Expertise Center

June 2020 – May 2023

Mission: Led the product lifecycle and business development of the internal chatbot 'YODA - Your Own Digital Assistant’

  • Maintained the product’s backlog through prioritization, wrote user stories for features optimization and monitored tests

      • Managed developers’ team of 10 persons in France and India

      • Conducted the business development of the service offer: +10 new clients in 6 departments and increased entity revenue by 15%

Education

2016 – 2018  Sciences Po Paris | Master’s Degree

Marketing and Market Insights – School of Management and Innovation

 

2007 – 2015   Université de Cocody | Bachelor’s & Master’s Degree

DEA in Linguistics (one -year degree before postgraduate studies)

 

Master’s degree in Linguistics

 

Bachelor’s degree in Linguistics

Certifications

Project Management

 

  • Project Management Professional (in progress)   

  • Professional Scrum Master – PSM             

  • Professional Scrum Product Owner – PSPO

  • Google Project Management

  • Digital Marketing Analytics in Theory – University of Illinois at Urbana- Champaign

Conversational 

 
  • Designing AI Assistant ( Conversation Design Institute) 

    • Foundations of UX Design

    • RPA Business Analyst (UIPath)​

    • AI using IBM Watson – IBM Skills Network

    • Virtual Agent (ServiceNow)

    • Postman API

Skills & Expertise

  • Project Management

  • Product Management 

  • Communication 

  • Digital Marketing 

  • Conversational Design

  • Strategic planning                               

  • Agile Methodologies  

  • Product Lifecycle Management

  • Cross-functional leadership  

  • Roadmap planning  

  • Communication and stakeholder management

  • Problem solving and Innovation

  • Data-driven decision making  

  • Intégration API (REST) & compréhension des flux SI

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