Myriem Ech

Want your business to stand out online?

Maybe your website doesn't grab attention the way you want?

Or your social media isn't bringing in the customers. 

You're not alone.

Actually, the way you show up online makes all the difference.

- Your website needs to be clear and inviting.
- Your social media should be strong and engaging.
- Your brand must be memorable.

That's where I come in. 

I've been helping businesses like yours across the globe (Morocco, France, Sweden, Switzerland, UK, Saudi Arabia, Israel, US, Canada) since 2020.

My job is to turn these struggles into wins. 

How?

- I don't just make good-looking, but also functional websites that resonate with your audience.
- Getting to know your business is key. I come up with strategies that highlight your unique strengths.
- I develop social media and marketing strategies that truly engage and attract your audience.

Is your website not doing its job? Is your social media too quiet? Want to really show off your brand online? 

I'm here to help with that. 

Let's talk. Together, we'll turn your online space into a place where customers love to be.

Send me a DM, or if you prefer, email me at hello@myriemech.com

Marketing Designer 

TRANSPORT MAMYMA

Logistics Manager

Neuhaus Créateur Chocolatier Since 1857

I always wanted a marketing career.

But during university, I chose finance, thinking I wouldn't fit in marketing as an introvert.

A few years later, I realized I needed a change. 

As a huge believer in ‘it's never too late’…

I quit my job and started learning about digital marketing through side hustles.

Soon, I got an offer to work as a brand & shopper marketing assistant in Brussels at Neuhaus.

I remember, I was on a diet back then…

But I couldn't resist the temptation of chocolates around me.

Every day, I got to taste different kinds. (I miss those days) 

What I loved the most: getting to work in English and French every day (I used to work in French). 

My role? 

At Neuhaus, I was working on Corné Port Royal (a brand under Neuhaus):

- Created engaging B2B materials
- Analyzed the market and competition
- Redesigned packaging processes to cut costs
- Developed market analysis templates
- Launched new products, window concepts, and collections.
- Wrote 'How to' guides for the workshop team
- Supported the brand manager in marketing mix design

This role was a significant shift…

Blending my love for marketing with the joy of working in a dynamic, multilingual environment.

It showed me how new experiences can be fun and rewarding.

Trainee Brand & Shopper Marketing

Société Générale

Missions:
+ Prepare regulatory reports monthly for the Central Bank of Morocco
+ Control the eventual anomalies with other departments 
+ Support regulatory examinations (internal/external audit)  
+ Ensure the respect of regulatory norms
+ Make the regulatory annual report of the additional disclosures
+ Contribute to the development of the reporting system and the current process

Regulatory Reporting Associate

Drieb & Associés (cabinet d'expertise comptable et commissariat aux comptes)

- Interim audit work: Reviewing and auditing the accounts (suppliers, accounts receivable, taxes, and staff);
- Composing commentaries and summary memos for managers;
- Assisting in the preparation of the draft audit reports.

Junior Auditor

SECEF

With over 50 years of experience SECEF, works with a diversified client base ( associations, public offices, corporate groups, subsidiaries, foundations ....). Its scope of action extends beyond the local region to the the national and international companies based in France. 

Missions: 
-Outlining risk assessments and discussing potential compliance issues with the auditing team;
-Writing audit reports for the main audit cycles and discussing the conclusions with the manager;
-Confirming accounts receivable, suppliers, taxes, accounts payable, bank accounts, with the accountants;
-Performing analytical procedures on purchases and sales revenues known as cut-off tests to confirm that each accounting entry had been related to the right accounting period.


Technical skills: 
-Good command of CADOR software;
-Good supervision of financial statements;
-Ability to perform well under pressure and meet tough deadlines.


Human skills:
-Teamwork skills;
-Better understanding of the client relationship and how it guides the good continuity of the audit engagement;
-Autonomy.

Audit Assistant

Hey there! So glad you're here.

Here's a bit about me:

I've been lucky enough to study and work across the globe: Morocco, France, Malta, Belgium, China, Canada. Think about getting to explore the cultures, languages, and ideas from all these awesome places. That's what I did, and each place added a bit to who I am today.

In 2020, life took an unexpected turn when I had to leave China due to COVID-19. It was a tough decision, but looking back, it set me on an exciting new path. 

That's when I started working independently and exploring new opportunities.

Since then, I've worked with clients from almost every corner of the world – the UK, USA, Canada, and beyond.

Imagine the stories, the perspectives, the challenges. 

It's been an amazing ride.

Now, I'm all about blending marketing and design. 

But here's the thing: it's not just about making things look pretty. It's about telling a story, your unique story, through visuals that not only catch the eye, but also engage and convert.

I stick to what works best: being authentic, keeping it simple, yet impactful.

Every project is an exciting new journey, a chance to tell a different story. Designing a website that reflects your brand's voice, or creating social media content that resonates with your audience? 

I'm here to make it happen.

So, if you're looking for someone who brings a world of experience (quite literally!) and a passion for storytelling through design, let's chat. I'm all about making your digital presence not just visible, but felt and memorable.

Feel free to reach out. Let's make something awesome together.

Email me at hello@myriemech.com

Myriem Echchemkhi

Devexperts

1. Service Delivery Management:
Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
Lead an onboarding process of the client during the production launch,
Communicate with the client via telephone, e-mail, or IM to report the current status of the issues,
Oversee the resolution of major incidents, ensuring timely communication and resolution,
Take responsibility for completing the support contract conditions.

2. Process management:
Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:
Manage a project support group in the Maintenance and Support department,
Organize and manage the workload of the team and their backlog.

4. Service Improvement:
Identify opportunities for process improvements and implement best practices to enhance service delivery,
Identify opportunities to enhance the teams' active monitoring and reporting,
Report on key performance indicators (KPIs) with the required stakeholders.

Service Delivery Manager

Philip Morris International

- Lead the operational support for B2C and global communication areas, managing services across 60+ countries in all continents.

- Act as the primary point of contact (SPOC) for key market stakeholders, handling escalations, delivering periodic reports, and aligning expectations to ensure customer satisfaction.

- Drive continuous service improvement by implementing automation solutions, reducing support costs, and optimizing performance for end users.

- Define and monitor critical KPIs including SLA, SLO, aged incidents, MTTR, and NPS to maintain high service standards.

- Enhance Mean Time to Resolution (MTTR) and boost Net Promoter Score (NPS) by applying customer-centric principles and improving support strategies.

- Oversee support for complex solutions involving multiple systems (Salesforce, AWS, SAP, Adobe, Twilio, azure, ...), ensuring timely responses and resolutions.

- Provide functional advice and training for new market onboarding, ensuring smooth transitions and service continuity.

- Manage vendor service quality, establish effective reporting mechanisms, and maintain clear communication with internal stakeholders.

- Lead production support onboarding for new teams, ensuring operational readiness and process alignment.


Key Achievements:

- Reduced incident resolution time by 30% through proactive issue management and automation.
- Improved NPS in 40 pp by implementing feedback loops and customer-first support practices.

Senior Service Delivery Manager

Retail Consult

- Led the Service Management practice, standardizing the SDM processes by developing a customized way of working based on ITIL 4.

- Established a Shared Services structure to provide centralized support for multiple clients, improving efficiency and cost management.

- Managed B2B customer relationships across EMEA and Asia, overseeing account revenue, margins, and customer satisfaction.

- Lead pre-sales efforts for new support accounts, estimating effort and cost, preparing SOWs, and presenting tailored service solutions to potential clients.

- Supervised end-to-end support operations, ensuring incidents, requests, and problems were effectively handled via ITSM tools like ServiceNow.

- Developed and maintained service reports, monitoring KPIs such as SLAs, MTTR, and NPS, and delivering insights to clients.


Key Achievements:

Increased client satisfaction by 25% through enhanced service procedures and KPI management.
Successfully onboarded multiple large-scale clients, ensuring seamless transitions to support.
Implemented a centralized support model for retail and supply chain clients, optimizing operations and reducing downtime.

Head of Service Delivery Management

- Managed a high-profile support account for a major British e-commerce retailer, ensuring a smooth transition from project to support phases.

 Supported testing and post-go-live stabilization, producing detailed service procedures and runbooks.

- Regularly discussed SLAs and generated periodic reports to monitor and optimize KPIs.

- Played a critical role in establishing a Shared Services structure, centralizing support for retail and supply chain clients.

- Collaborated with client stakeholders to ensure service alignment and continuous improvement.


Key Achievements:

- Reduced post-go-live issues by 30% through effective knowledge transfer and documentation.

- Improved operational efficiency for retail clients through centralized support and proactive problem management.

Logic Information Systems

- Established a Shared Services support structure to manage multiple retail clients, streamlining operations and reducing costs.

- Managed the pre-sales process for B2B support accounts, estimating costs, preparing SOWs, and presenting service proposals.

- Provided Oracle Retail support to a travel retail client across Brazil and Italy, focusing on merchandise, fiscal, and planning modules.

- Led a 14-member support team, across Brazil and Portugal, ensuring high-quality service delivery.

- Played a pivotal role in migrating the ITSM tool from Redmine to ServiceNow, improving incident handling and reporting.

- Presented weekly progress indicators to the account manager, showcasing account evolution and service improvements.


Key Achievements:

- Improved client satisfaction by reducing incidents by 15% through process improvements.
- Migrated ITSM tool to ServiceNow, streamlining incident and knowledge management.
- Implemented a support structure for large retail clients, ensuring scalable and efficient service.

Senior Service Manager

- Managed Oracle Retail support transitions, setting up initial support processes and defining team sizes and scopes.

- Established initial knowledge bases and managed the first six months of support for new accounts.

- Played a key role in establishing centralized support processes for multiple retail clients.



Key Achievements:

- Ensured smooth service transitions for multiple Oracle Retail clients.
- Enhanced support scalability through the implementation of centralized knowledge management.

Service Transition Manager

- Delivery Manager for Oracle Retail support and development for Latin America's largest e-commerce company.

- Supported ORMS and ORFM modules, developing enhancements to meet the growing demand in a dynamic market.

- Contributed to the development of a Shared Services support model to handle multiple retail accounts efficiently.


Key Achievements:

- Successfully developed improvements that absorbed a 40% increase in system usage.
- Streamlined support operations for large retail clients, ensuring continuous service improvement.

Service Manager

Wipro Technologies

Three years of experience in Application Support and Maintenance. Experience with management, support, development, and Maintenance of Oracle Retail. I participated in a project supporting Brazil's most prominent e-commerce retailer.

Oracle Retail Senior Consultant

I Help IT Company Leaders Transform Their LinkedIn Profiles into Client Magnets | 7 x LinkedIn Top Voice

I am an accomplished Senior Service Delivery Manager with a strong track record in IT operations management and vendor management. With years of experience leading large, cross-functional teams in the delivery of high-quality IT services, I specialize in optimizing service operations and enhancing vendor relationships to consistently meet and exceed SLA and KPI targets.

In my career, I’ve successfully overseen global IT operations, managing multi-vendor environments and ensuring seamless integration across multiple platforms such as Oracle, Salesforce, and AWS. My expertise in vendor management has been instrumental in negotiating service contracts, driving performance improvements, and implementing cost-saving initiatives through automation and streamlined processes.

A key focus of my work has been aligning service delivery with customer-centric metrics such as Net Promoter Score (NPS) and Mean Time to Resolution (MTTR), ensuring that both operational efficiency and customer satisfaction are prioritized. I have led the development and implementation of ITIL and ISO 20000 service management practices, driving operational excellence and boosting team productivity.

With extensive experience managing global service operations and large teams across multiple regions, I excel in high-stakes environments that require quick decision-making and a focus on results. My ability to deliver consistent service quality, while maintaining strong vendor partnerships, makes me a valuable asset in any organization looking to optimize its IT service delivery.

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Myriem Echchemkhi

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