La Maison du Chocolat

Marketing Manager

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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

Skill2Success

Devising and execution of growth strategy  
Developing strategic partnerships & alliances
Leading cross group projects and initiatives
Leveraging consumer insights,market & industry trends and leading benchmarks to guide the implementation of projects
Ensuring risk mitigations and contingency plans
Projects’ portfolio management
Reviewing and leading  the maturity of current processes ,techniques ,tools and competencies considering scale and complexity

Co Founder & Head of Growth

Noon - The Social Learning Platform

Digital Sales Head

Pakistan Entrepreneurship Club ...Karwaan -e Rozgaar

Advisory Board member  and Mentor for Start Ups

Telenor

Deriving insights using analytical skills from customer-driven data to be used for managing the life cycle of a customer throughout its journey .
Responsible for managing all voice ,web chat ,email & social media customers' experience management
Apprising management about customer pain points and devising solutions to eradicate for a smooth customer journey
Partnering with product development and trade marketing teams on new initiatives and market development projects (preparing business cases to evaluate the financial viability of the projects ,to drive quality decision making through business partnering ,challenging assumptions and evaluating alternatives.
Driving the agenda of Digital transformation within the organization where the focus is to divert volumes from conventional channels to self service channels i.e Telenor App, IVR , Website and Social Media platforms

Business Partner Management Project Head

•	Accountable for all types of Digital customer services support via all non-voice and digital platforms like emails, social media, web chat, regulatory, PTA, SMS help, letters and faxes
•	Lead and initiate projects to generate operational efficiency by establishing cost effective channels and volume shifting of voice channels customers to non- voice channels
•	Develop and enhance user experience on non-voice platforms by providing standardized and quality of services
•	Manage people, performance and operational aspect of the business in order to achieve unit goals 
•	Responsible to provide back end support to Sales and Service Centers, Franchises, Sales & 
        Distribution for various daily functions in order to effectively resolve customer’s issues
•	Working strategically – Understanding the link between team's work and the organization’s 
        strategic objectives. Balance local and business needs with the long term objectives
•	Development of resources by career counseling, involvement in different assignments, decision 
        making and other tasks delegation

Unit Head  Digital customer services

Leading Branchless banking Team  as a unit head. 
-Backend Support Team
-Corporate Support Team
-Correspondence Team
-Project Support & Operations Team

Focus Areas:

-Cash Management
-Risk & Fraud Management
-Corporate Support Solutions 
-Direct Interaction with Channel; S&SC, franchises, retailers, sahulat ghar to ensure smooth business operations.
- Working cross functionally and providing support to all regions.
-Sales target accomplishment of M Wallet
-Cold Emailing
-Cold Calling

Financial Services Unit Head EasyPaisa Services

CFL ( Closed feedback Loop) Coach

Key Responsibilities
•	To keep teams' motivation & morale intact and ensure that  CFL philosophy remain unharmed
•	Coordinate and lead pilot process on site and continuously evaluate process development
•	Run process improvement initiative’s based on feedback from CFL agents
•	Training/coaching/counseling of CFL agents
•	Oversee NPS gathering process (e.g.; data extraction,notification of front line employees etc.)
•	Run analysis to check leakages (if any)
•	Coordinate with channel operating teams 
•	Oversee analysis of inner & outer circle

CFL Coach ( Responsible to Improve NPS) Easy Paisa and Prepaid/Postpaid segment

•	Effective Management & Team Leading/Building Experience:
•	Development & Training of Customer Relation Departments' Team and salesforce (15– 18 Members) 
.Meeting sales targets 
•	Customer Services through Contact Center of Cellular Company including managing Team. 
•	Corporate Customer Services & Support for Post-paid & Pre-paid Clients.
•	Support for Bench marking & SOPs' development for Contact Center. 
•	Customer Services 
Executing and leading different projects to improve units' performance and maintaining brand image.

Lead Consumer Segment and EasyPaisa

Citibank

Citi phone Banking Officer
•Providing information and solving queries of branch banking
•	Dealing with  Credit cards, auto finance, personal loans and mortgage finance customers
•	Cross selling asset products including credit cards, e-cards, personal loans, auto loan and insurance products
•	Carrying out customers’ transactions including fund transfers, issuing demand drafts,certificates,bank statements, cheque book requests ,online credit cards’ payments

Citiphone Banker in CITI Bank Pakistan

Startups | Growth Lead | Trainings | Project Management SSYB | Social Impact Entrepreneur | Ex Telenor | Ex Easy Paisa | Digital Sales Head, Noon-The social learning platform | EdTech Strategy Consultant

Zarmina is a Co Founder and Head of Growth at STEAM Genius Club by Skill2Success , an AI powered worlds' most loved coding and Robotic club for kids and teens. 
With over 15 years of experience in sales and customer success management, she is a certified Six Sigma Yellow Belt (SSYB) and an expert in devising and executing growth strategies, developing strategic partnerships and alliances, and leading cross-group projects and initiatives.

She has a strong background in Telecom, FinTech, and EdTech verticals, having worked with top organizations such as Telenor Pakistan, Noon-The Social Learning Platform, and Citi Bank Pakistan. She has successfully delivered exceptional sales growth and ensured customer satisfaction, while training and equipping sales and customer success teams with the necessary skills and knowledge. She is also a trusted consultant and mentor, offering valuable insights and guidance to businesses and startups looking to enhance their sales performance and customer experience. Zarmina is passionate about empowering sales and customer success professionals and driving social impact through education and technology.

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Nolwenn Louis-Lucas

Zarmina Sanam

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