La Maison du Chocolat

Marketing Manager

Taplio

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Growth Marketing Manager & Creator relationship

KellyDeli

Asian food brands - multi-channel & over 300 retail POS in France
• Build and manage a strong team (6 people)
• Create a marketing structure and process to follow the company's high growth
• Build a strategic marketing plan: 8 marketing campaigns per year
• Improve and develop products to create revenue and growth.
• Build and monitor budget.
• Going digital: paid media campaigns, CRM program launch (acquisition, NL, loyalty), social media growth, influenceur marketing, click & collect, etc.
• CSR: “Go for Good” plan for ethical and sustainable food (MSC certification, animal welfare, no plastic packaging, Action Against Hunger partnership, ...)

Head of Marketing & CSR France

PALAIS DES THÉS

Premium Tea brand - multi-channels: B2C and B2B, over 55 retail POS, e-commerce leader in teas

Best-seller launches such as the Detox Collection (turnover target x4) and Louvre Tea Collection 
• Identify and develop marketing strategies on B2B and B2C (retail & e-commerce) channels. 
• Plan and supervise marketing strategy execution
• Manage and develop a strong team (7 people)
• Lead and drive new products development with strong concepts
• Analyze product performance and identify brand opportunities (innovation, renovation, optimization and activation)
• Develop strong multi-channel campaigns and communication medium (ATL & BTL)
• Plan and manage budget 1M
• Strong with numbers: able to track, analyse and report on performance that influence business decisions
• Scope: flavoured teas, herbal teas, single-estate teas, Grands Crus and BtoB products (HoReCa, duty-free) - 85% of sales mix

Marketing Manager - Responsable Développement & Offre produits

Marketing development of flavoured teas and BtoB specific products (HoReCa, co-branding...)
• Recommend product strategy development of flavoured teas, deli products and HoReCa (representing 60% of turnover).
• Product development: creating concept and recipes, working with creative agencies, marketing mix, P&L, etc.
• Monitor product launches, action plan & recommend corrective actions.
• Make and coordinate operational launch plans.
• Quantitative and qualitative analysis of product performance
• Competitive intelligence and market analysis
• Develop communication medium (leaflet, brand magazine, goodies, etc.).
• Management of one assistant and one intern.

Product Manager

LVMH

• Innovative project: creation of a new methodology to characterize skin and tactile sensations, connexion with skin care products
• Observation of practices, gestures and speech about tactile exploration of human skin and preparatory study applied to different methods of profiles.
• Various projects :
* visual influence of product on tactile perception, applied to skin care products (Abstract and Poster presentation at the IMRF - International Multisensory Research Forum, Amsterdam 2014)
* tactile perception of leathers

Sensory Analysis & Product 

AgroParisTech Service Etudes

ASE is the Junior-Enterprise of AgroParisTech (engineering school of life sciences).
My tasks were to manage internal and external communication as relations with school and CNJE (National Confederation of Junior-Enterprises)
I managed and worked with a team of 21 people in all the projects of the association. 
Building a strategy following the mandate objectives, process and project management, recruit and train the new team were also under my supervision.

President (junior-enterprise)

Givaudan

Worked on a project for Givaudan's home care unit. Consumer panels and expert interviews.

Consumer Insights & Sensory Analysis

Maison Ferrand

• Liquor project (rums): characterization of olfactory originality 
• Project development and steps definition with sensory and chemical methods: GC-O Gas Chromatography Olfactometry (sniffing) and Mass Spectrometry.
• Development of a new method of GC-olfactometry (Fast GC-O): Optimization of time analysis and results' quality.
• Selection and training of a panel by sensory tests

Research And Development Engineer

Head of Marketing - Food&Beverages | Marketing Development | Multichannel 360° action plans | Team Management

Food & beverages marketing specialist
Nature lover

Nolwenn Louis-Lucas

Emma Lo

Customer Success & RevOps Leader | Podcast host of CS In Focus | Help businesses accelerate in customer-led growth

Results-driven Customer Success executive and SaaS startup founder with 13+ years of experience in tech and e-commerce. Passionate about leveraging data-driven strategies to boost customer satisfaction, retention, and revenue growth.

💼 Career Highlights:

- Founded and scaled customer success teams, increasing NPS from 79% to 89%
- Drove $35M+ in revenue, achieving 40% increase in retention
- Built and led high-performing remote teams across customer success, marketing, and operations
- Developed strategies resulting in $7MM ARR from enterprise B2B accounts
- Maintained 119% Net Revenue Retention with zero logo churn

🚀 Expertise:

- Customer Success Strategy & Operations
- Revenue Growth & Retention Optimization
- SaaS Startup Leadership & Scaling
- Cross-functional Team Management
- Data-Driven Decision Making


🔧 Tech Stack:

ChurnZero, Gong, Salesforce, Zendesk, HubSpot, Atlassian, and more

Combining a unique background in healthcare research with tech leadership, I bring an analytical approach to solving complex business challenges. 

--------------

🤝 Let's connect if you're interested in:

- Customer-centric growth strategies
- SaaS scaling and operations
- Revenue optimization in tech startups

Always open to discussing new opportunities and sharing insights on customer success and revenue growth in the tech industry.

#CustomerSuccess #SaaS #RevenueGrowth #StartupLeadership

Manager, Customer Success

- Organize Quarterly Customer Advisory Board
- Implement digital customer success strategies to provide scalable support.
- Utilize data analytics to understand customer behaviour and needs.
- Ensure effective onboarding and adoption of Noibu's platform by customers.
- Proactively identify risks and reduce churn.
- Enhance customer satisfaction and retention through targeted digital interactions.

Emma Lo 🧩

CS is entering a new era, and I’m stepping into it.


I met Ralphie (Ralphette) White at a CxXchange event last year.

She spoke about Customer Success in the age of AI with a clarity that stayed with me.

Today, I joined Deepgram as Manager, CS and Renewals, focused on building scaled CS programs.

Why Deepgram?

Because Voice AI isn’t a feature upgrade.

It’s a shift in how people work, buy, and experience software.
It will redefine how companies deliver value.
And it will reshape what great Customer Success looks like.

Ralphie’s philosophy is the north star:

CS should be proactive, AI-native, and outcome-driven.
Not more meetings.
Not more dashboards.
But intelligence woven into every step of the customer journey.

Her article on reimagining CS confirmed what I already felt:

This is the work I want to do.
This is the discipline I want to help build.
And this is the team I want to learn from.

Deepgram is building the infrastructure for the next era of Voice AI, and I’m excited to help shape the programs that support customers at scale.

A new chapter.
A new way of doing CS.
And a chance to build alongside leaders I deeply admire.

Onward. 🚀 

PS. We popped the champagne, and the table refused to detach. Guess we’re in this together now. 😂  

#deepgram #newjob #newstart

Emma Lo🧋

CS & RevOps Leader | Driving Scalable Customer-Led Growth Across GTM | Top 100 CS Strategist 2025 & CS In Focus Podcast and Owner

No alternative text description for this image

My first Thanksgiving memory is not the turkey. 🦃

It is a teacher.



I was 5.
New to New Jersey.
New to English.

Mrs. Johnson asked us to cut out paper turkeys.
She talked about harvest and pilgrims.


A local newspaper came that day.

They took a picture of me dressed as a pilgrim,
sitting at a tiny table, eating pumpkin pie.

I do not remember how the pie tasted.
I remember her kindness.


After school, she would sit with me one on one.

Point to an apple.
Say “Apple.” 🍎
Wait for me to repeat it back.

Day after day, she gave me something my grades could not show yet.

Belonging.

——————————-


Life moved on.

I grew up, built a career, moved countries.

But I never forgot her.


Years later, as an adult, I wrote a letter to thank her.

The school forwarded it to her family. 

A few weeks later, a reply arrived from her retirement home in Florida. 

She still remembered me.
Almost 40 years later.

——————————-

When people talk about opportunity, this is who I think of.

Yes, my parents worked hard.
Yes, I worked hard.


But before all of that, there was a teacher who made room for a quiet five-year-old immigrant at the table.

Who slowed down.

Who showed me, in a new country, that I was not an outsider.



This Thanksgiving, I am grateful for the Mrs. Johnsons of the world.

The people who:

→ Explain the simple things without making you feel small

→ Notice who is struggling and stay a little longer

→ Remember you, even decades later



If someone did that for you, this is your reminder.

Write the letter.

Send the message.

Say thank you while you still can.


#thankful #gratitude 

P.S. do you still remember the cords  📞

Last Friday was my last day at Noibu.


I am proud of the journey we were on together, moving from a point solution to a platform that reflects how ecommerce teams actually work.

What I will remember most:

→ Building outcome based onboarding tied to real customer goals

→ Mapping ecommerce use cases so CS and SEs could drive value with clarity

→ Running Customer Advisory Boards that brought real customer feedback into roadmap conversations


Thank you to Robert Boukine and Eyal Maor for the leadership, direction, and alignment you brought to the company and the CS org.

To Julie Brzezinski, Mike Hirsch, Tri Nguyen, Sufiyan Samnani (and all CS team), thank you for being the peers anyone hopes for.

To Anas Swar, my RevOps partner in the trenches. “I got you, Emma” meant more than you know.

To Mike Davies, thank you for the partnership and for pushing CS and Sales to operate as one team.

To Ayesha Khan, Josh Koopferstock and Taylor Biggin, thank you for turning customer insight into better onboarding and product, and making the process fun. 

To Anthony Tavares and Megan Glover, thank you for supporting customer stories, CABs, and the work that shaped how we show value.


And to everyone I have not tagged here, thank you.

I am leaving proud of the work and grateful for the people who made the journey meaningful.

#gratitude #noibu

If LinkedIn had a “year in review” for GTM, this would be it.


Flowla just released the Sales Almanac 2025,
and I am honoured that one of my posts made the cut this year.


For the third year in a row, they pulled together:

100 standout LinkedIn posts

from Sales, CS, RevOps and Enablement leaders
organized into the big shifts that defined this year in revenue

----------------

The themes are hard to ignore 👀 

→ Buyers asked for clarity, not more content

→ Discovery turned into investigations, not a checklist

→ CS leaned fully into commercial ownership

→ RevOps started to design systems, not dashboards

→ AI exposed every process that still relied on humans to patch gaps



As I read through the report, what struck me most was how closely these shifts match the work many of us have been driving toward. 

🧰 Cleaner systems

💡 Faster value

🤝 Shared ownership across GTM

🦾 AI that removes manual work (instead of adding to it)

---------------

If your 2026 plan depends on better forecasting, stronger renewals, or using AI without breaking your go to market, 
this is worth your time.

Grab the free Almanac here:
https://lnkd.in/gQ6cYtek

Thank you to Erdem Gelal, Elen Udovichenko 🇺🇦 and Dilara Başaran
and to everyone whose work is featured.

#gtm #report

Took my kids to see Wicked 2 this weekend.

I walked out thinking about all the themes

Living in a bubble.
No place like home.
Finding something worth fighting for.


My kids? 

Flying monkeys.
A green girl finally learning to use her powers.
And a lot of very loud singing. 🙉

P.S. Have you seen the movie?

Take your CFO for dinner.

Last week at the Pavilion Toronto Executive Dinner, that idea kept coming back to my mind.

The room felt different.
Half the table was women.
Everyone listened, challenged, and supported one another.

The kind of group that makes you a little braver.


One message stood out.

If you want a stronger 2026, do not plan in a silo.

Connect with your peers, share what you are learning, and let others test your thinking.

Strategy, growth, risk.
Customer, product, cash.

When those views come together, the path forward gets clearer.

Maybe it starts with dinner.

-------

Thank you to Butch Langlois for hosting another wonderful evening.

And great meeting you! 
Roland Griesmayer
Selena R.
Star ⭐ H.
Monique Moran
Andrea Bumstead 🩷
Dagmar M.
Jocelyn Brown
Effi Lipsman
Carlos Araujo ☁✨
Vahid F.
Diane Ring
Jeffrey Yee
Paul Alvarez
Stan Puchyn

#pavilion #networking

The truth behind “healthy” accounts that still churn


Your post-sales pipeline is not a calendar.
It is proof that you are solving real business problems.

On CS in Focus Live, Roland Griesmayer and Anthony DeShazor said the quiet part out loud about forecasting:


Money follows problems.
Predictability follows clarity.


Roland’s bar for a real deal was simple:

If a rep cannot clearly explain the business issue the customer is paying to fix, the deal is not predictable.

“Making someone’s job easier” is not a business issue.
“More intuitive” is not a business issue.

You need answers like:

This fixes X.
This prevents Y.
This unlocks Z in revenue or removes Z in cost.


Anthony pushed the harder truth. 

Most teams don’t fail at delivering value.
They fail at telling the story of that value in a way a CFO will repeat in a budget meeting.

With just over five weeks left in Q4, post-sales pipeline reviews need to tighten up:

1/ Start with the business problem

For every renewal and expansion, ask:
What problem did we solve and how does the customer describe it?


2/ Tie the forecast to a real sponsor

Has the person with budget and authority engaged on that problem in the last 90 days?


3/ Require a written value story

One short paragraph per account: problem, impact, and why it matters now.

If your CSM cannot write it, you cannot forecast it.


4/ Use signals, not sentiment

Swap “they love us” for proof: outcomes achieved, milestones completed, risk removed, executive alignment.

5/ End every review with ownership

Each renewal and expansion needs an owner, a next action, and a date.
No “we will keep an eye on it.”

-------------------
That was the through line from the live:

Real problems make deals real.
Clear stories make revenue predictable.

P.S. What's your non-negotiable when reviewing a deal? 

#gtm #pipeline review

Feeling overwhelmed by Black Friday deals?

Same.


Yesterday, I was browsing the Apple website like a lost child in a corn maze.

So many models. So many chips. So many display options.

And then I met Cierra over the phone.

The best Apple Sales Rep a confused customer could ask for.



I told her all my fears:

What if I pick the wrong chip?
What if I regret the memory?
What if I’m stuck with a machine that hates me by January?

She didn’t rush me.
She didn’t push a promo.

She listened.
She broke down the decision.
She made sense of my chaos.

With the kind of calm only seasoned retail heroes have during BFCM.

But the part that stayed with me?

She shared my excitement.

I told her I’m starting a new chapter. A new season of life. 

She lit up and cheered me on like I was Dorothy stepping onto the yellow brick road, with a brand-new MacBook and ready to click my red heels. 👠 

Somewhere in that call, I realized something simple:

You don’t need the most expensive laptop to get the best outcome.
You need the one that actually fits your work, your life, and your next chapter.


It reminded me that good customer service isn’t about the product.

It’s about the person who helps you believe you’re making the right choice.


Cheers to you, Cierra. 🎩 

You turned Black Friday chaos into a little moment of courage.
And I’m grateful for it.

#blackfriday #apple 

P.S. The best email I got from BFCM.

taplio

The Battle

Nolwenn Louis-Lucas

Emma Lo 🧩

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The Battle

Nolwenn Louis-Lucas

Emma Lo 🧩

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Emma Lo 🧩's LinkedIn Performance

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