Alix Foucher

Head of Customer Success & Ops @CarCutter

CarCutter

Nov 2024 - Current (1 year 10 months)

- Lead and manage the global CSM team across Europe and the USA, fostering a high-performance, collaborative culture. - Drive customer retention and growth by developing strategies that align with customer needs and business goals. - Own key KPIs for the CSM department, including retention rates, customer satisfaction, and account expansion metrics. - Optimize onboarding processes and continually improve workflows to enhance customer experience and operational efficiency. - Collaborate with product teams to translate customer feedback and business requirements into actionable product improvements and features. - Build and maintain strong relationships with key enterprise customers, ensuring a deep understanding of their business objectives

Head of Customer Success & Ops

TastyCloud

Jun 2024 - Nov 2024 (6 months)

**Processes creation and application to maximize efficiency and volume of business** **Client Portfolio and CSM Management:** - Lead and manage the CSM team and client portfolios. - Develop strong relationships with our Medium and Large Business clients. - Ensure the highest level of satisfaction among our clients. - Identify client needs and upsell opportunities. - Identify key satisfaction points and assist in the creation of client success stories. - Manage client contract renewals (goal = 2% churn). - Ensure the growth of the client portfolio and revenue for the CSM team. **Management:** - Manage the CSM team (4 members). - Manage the Onboarding team (2 members) → oversee the installation and billing of new clients. - Manage the Tasty

Operations Manager

LE PETIT CAMBODGE

Oct 2021 - May 2024 (2 years 8 months)

- Analysis of key KPIs (operational & financial) and definition of various objectives - Daily monitoring of teams (80 people) and sales points (scheduling, recruitment, and supervision) - Management of logistics and procurement (food, packaging, equipment, etc.) - Sales development and management of delivery partner relationships (Deliveroo, Deliveroo Editions, and Uber Eats) for the brands Le petit Cambodge / Le Cambodge / Khantine - Participation in the proper functioning of the dedicated production laboratory through obtaining a sanitary approval - Participation in the continuous maintenance of quality and compliance with HACCP standards through audits

Customer Success Management Lead - Western Europe

Otter

Feb 2021 - Oct 2021 (9 months)

**Aggregator of food delivery channels.** - Management of clients in the Western European market and value creation to optimize their business opportunities - Management of the Customer Success team (5 people) in the French market and implementation of processes/methodologies to improve team efficiency - Interaction and knowledge sharing with CSMs in the EMEA region to align on various strategies

Customer Success Manager Team Lead - Uber Eats

Uber Eats

Apr 2018 - Feb 2021 (2 years 11 months)

- Responsible for developing the Uber Eats delivery service in the Paris market, focusing on topline (number of orders and market growth) and bottomline (average order value) with an emphasis on the restaurant dimension. - Mentoring a team of 4 CSM : creating assets and processes in order to improve their efficiency and time-management - Identify key partner restaurants to gain in-depth knowledge of the area in terms of restaurant selection and coordinate with the sales teams to sign new partnerships. - Manage a portfolio of 1,000 restaurants, including major local and national chains: McDonald’s, Burger King, Big Mamma, Pokawa, Blend, DS Café, Street Bangkok, Paradis du Fruit, etc. - Create long-term win-win relationships with the largest

Customer Success Manager Uber Eats

Uber Eats

Sep 2017 - Mar 2018 (7 months)

- Participate in the development of a customer strategy and propose areas for improvement. - Improve quality processes to optimally meet customer demands. - Manage a portfolio of 300 partner restaurants, including 10 national chains. - Conduct activity monitoring and performance meetings. - Creating and present Business Reviews with restaurants.

Business Developer / Project Assistant

Collège Culinaire de France

Jan 2017 - Sep 2017 (9 months)

- Looking for qualitative and responsible restaurants (Quality Restaurant title) - Prospect and convince those restaurants to join the Association - Participate to different projects and events linked to qualitative gastronomy and reporting to the Head of the Association - Organize training days with restaurants and food producers

Business Developer / Project Assistant

Taste of Paris Festivals

Jul 2016 - Dec 2016 (6 months)

- Prospecting and selling booths to Food brands exhibitors (phoning, emailing, updating prospects database, creating newsletters) - Helping in the set up on the event (plan) and creating close relationships with exhibitors

F

Project assistant

Festin Conseil Gastronomy Agency

Oct 2015 - Feb 2016 (5 months)

- Organize and set up a special event linked to French Gastronomy called "Les Médailles de Paris" taking place the Paris city hall, awarding the best chefs of the year in Paris - Helping in the set up of the gastronomy event "Good France" 2016 (subscriptions of the chefs, emailing, back office, social media)

International Marketing Coordinator

Sinclair IS Pharma PLC

May 2015 - Aug 2015 (4 months)

- Prepare new promotional campaigns on different products in the plastic surgery sector - Ensure the operational marketing follow-up with designers and communication agencies - Assisting Regional Directors to ensure image, identity and integrity of the different brands

Legal Assistant

Sinclair IS Pharma PLC

Sep 2014 - May 2015 (9 months)

- Updating and revamping the contracts database (old and new contracts)

Legal Affairs Intern

Sinclair IS Pharma PLC

May 2014 - Jul 2014 (3 months)

- Updating old and new contracts in the database - Updating contracts information

Salesperson @ MAJE

maje

Feb 2014 - Sep 2014 (8 months)

Student job during weekend.

Markting Assistant Intern

MENARINI Group

May 2013 - Jul 2013 (3 months)

- Participate in the Product launch of "Priligy" (product intended to fight again premature ejaculation) - Taking part into Sales Rep training and tests

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