Ena Mandic

Head of Customer Experience @lempire

👉🏼Sales, as my first love and a part of my DNA.
👉🏼Joined lempire early days to handle support and sales.
👉🏼Built full support processes and documentation from scratch for lemlist and lempod.
👉🏼Handled all tickets, demos and sales on my own for initial 2 years. 
👉🏼Built several CS teams, as we acquired more companies and released products. 
👉🏼Consistently maintained a Customer Satisfaction (CSAT) score above 97% annually.
👉🏼Managed and scaled the customer support team from myself to 12 members.
👉🏼Ensured high-quality support through comprehensive training and robust documentation.

What You'll Get by Following Me:

🏆 Tips on how to incorporate AI to assist you and not customers directly.
🚀 Actionable tips for building and scaling customer support teams
🔥 Strategies to enhance customer satisfaction and loyalty
💼 Insights into support processes and documentation best practices

Let’s connect and grow together! 🌟

Head of Customer Excellence 

Head of Customer Success @lemlist, lemwarm, Taplio, Tweethunter

Equanimity

I developed and launched Equanimity, a crisis management platform for communications & marketing teams. 
Our mission is to empower companies and shield their reputations in times of crisis by leveraging on tech and AI.

I also advise and accompany corporations and startups in implementing marketing, communication & PR strategies that actively contribute to business goals.

Founder  

WILLA

Advising female founders from startups incubated by Willa on a range of marketing, sales and communication topics:

- Brand platform
- Growth marketing
- Communication strategy
- Editorial calendar and content marketing 
- Founder's personal brand 
- Cold outreach (LinkedIn, emailing)
- Pitch decks

Startup Advisor

INTERNATIONAL COLLEGE FOR MODELS

Introductory course into digital marketing & digital communication strategies for undergraduate students.

Guest Lecturer

The Machinery

Nous aidons les entreprises à repenser le parcours candidat à l’ère du numérique.

Notre méthode "Talent Magnet" permet aux équipes RH d'identifier et de recruter les meilleurs talents, même sur des marchés ultra-concurrentiels, tout en améliorant l'expérience candidat.

Talent Magnet associate

Nexans

Driving external communications for Nexans, a leader in advanced cables and connectivity solutions with 27,000 employees in 34 countries.  
- Designing and implementing processes to drive the Group's content pipeline;
- Developing the messaging platform for the Group;
- Driving global media relations with a network of regional agencies (incl. identifying a pool of target media in each region, organising media interviews and press events);
- Creating content for executive and technical thought leadership, as well as external and institutional communications (incl. press releases, bylines, blogs, etc.);
- Leading social media activity on the Group's accounts;
- Designing and implementing measurable KPIs and reporting routines for external communications;
- Managing crisis communications in cooperation with the Head of External Affairs;
- Writing and editing content for the Group's award-winning Integrated Report.

Global External Affairs Manager

Agence ComCorp

Working hand in hand with some of the most inspiring B2B companies in the IT and telco industries (i.e. cybersecurity, digital transformation, application performance, network optimisation, supply chain, automotive industry, etc.).
- Developed and implemented global brand and communication strategies;
- Created and localised corporate narratives;
- Drove thought leadership campaigns, established and built media relations, amplified by digital communications.

Consultant

Junior Press Officer for Nexans, global leader in cabling solutions

- Organized press events in France and abroad (press trips, round tables, etc.) for a large industrial group (25000+ employees);
- Organized press interviews and provided support to spokespeople;
- Produced and edited press releases, press kits, briefing notes, etc.;
- Tracked the outputs of media relations efforts;
- Coordinated the Group’s communication network and public relations agencies;
- Handled incoming enquiries from the press;
- Assured media monitoring

Media Relations Manager

Programeter

Marketing assistant at an early-stage Business Intelligence start-up

- Built and experimented on marketing strategy;
- Developed technically-savvy content (for web, social media, newsletter, sales materials, etc.); 
- Managed customer relationships

Marketing Associate

Helping B2B companies & founders unlock business growth with Branding, Content & Thought Leadership 🚀| 10+ yrs in marketing, comms, PR (agency/in-house/startup) | Founder @Equanimity, AI-powered crisis management app 🔥

With over 10 years of experience in communication & marketing (in-house, agency, startup), I'm helping B2B companies & solopreneurs with:
⚫ building strong positioning & brand narrative, 
⚫ creating and executing business-led communication & content strategies, 
⚫ designing and implementing clear processes within teams,  
⚫ protecting reputation by anticipating & successfully managing PR & social media crises. 


Building on my HEC award-winning professional master thesis, I founded Equanimity ✨, the first digital platform for crisis communication management. By leveraging tech, research & data, Equanimity helps companies adopt the right processes and successfully anticipate & manage crises. ⛈️⏩🌤️



_________

Bio:

Ksenia Etcheverry is the founder of Equanimity, the first digital platform for crisis communication management.
Before starting Equanimity, Ksenia was managing global external affairs at an SBF120 listed company. She also worked as a consultant in a PR agency and held a marketing role in a Business Intelligence start-up in Estonia.
Ksenia has a bachelor’s degree with honors in Branding & Advertising, a master’s degree in Communication & Multimedia, and an executive master’s degree with honors in Business Development, Sales & Digital marketing from HEC Paris.

taplio

The Battle

Ena Mandic

Ksenia Etcheverry

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