Concentrix (French E-commerce Project) · Fes, Morocco

• Managed back-office logistics, order processing, and verification for French B2C e-commerce operations using multiple CRM platforms.
• Conducted data analysis and compliance checking to optimize processes.
• Collaborated with front-office customer advisors to handle customer issues and warranty queries.
• Tracked and reported operational KPIs and quality metrics to management.

Concentrix (French E-commerce Project) · Fes, Morocco

• Provided high-quality B2C telesales, warranty activations, and product protection plans (insurance policies) for the French market using Salesforce and other CRMs, consistently exceeding conversion targets.
• Successfully handled client objections and closed sales using proven call center techniques, maintaining a 95%+ satisfaction rate (CSAT).
• Managed high-volume phone inquiries in a call center environment, adhering to quality and Average Handling Time (AHT) metrics.
• Built strong customer relations and trust to drive repeat purchases and policy loyalty.

Marjane Market · Errachidia, Morocco

• Contributed to the formulation and execution of local sales and marketing plans.
• Assisted in stock management, shipping audits, and retail layout optimization.
• Organized in-store promotional campaigns to boost visitor foot traffic and customer retention.
• Analyzed market trend lines to identify high-performing product groups.

E-Transit · Fes, Morocco

• Managed full lifecycle e-mail marketing campaigns from initial copy to design, split testing, and bulk distribution.
• Segmented customer lists strategically to enable granular personalization and lower acquisition costs.
• Analyzed bounce rates, open rates, and click-through rates (CTR) to refine templates and increase deliverability.

Independent · Mobile / Remote

• Launched, designed, and managed independent e-commerce stores, optimizing product listings and checkout funnels to increase B2C conversion rates.
• Deployed paid social media ad campaigns (Meta, Google Ads) and created organic content strategies, achieving an average ROAS of 3.5x.
• Automated product sourcing, order fulfillment, and CRM tracking using Make.com/N8N to save 50h+ of manual admin work per month.