Dounia Issaa
Consumer Activation and Engagement Manager
Marketing
Communication
Customer experience
Business
38 ans
Permis de conduire
Rhone (69380) France
En poste
Ouverte aux opportunités
Over 10 years of experience in consumer marketing, communication, and brand content with a strong focus on online engagement and digital customer experience.
◾ Expertise in driving customer engagement and relationship management across the entire funnel, from acquisition to retention.
◾ Specialized in activation strategy, digital experience optimization, and inbound marketing to enhance online consumer journeys and maximize conversion and loyalty.
◾ Proven ability in strategic thinking and operational execution to design and implement consumer-focused strategies that align with business objectives.
◾ Experienced in monitoring KPIs, managing budgets, and optimizing actions for continuous performance improvement.
◾ Ability to build business case to prioritize the roadmap
◾ Strong background in leading cross-functional teams and collaborating with stakeholders to enhance online consumer engagement and drive growth across touchpoints, channels and platforms.
◾ Expertise in driving customer engagement and relationship management across the entire funnel, from acquisition to retention.
◾ Specialized in activation strategy, digital experience optimization, and inbound marketing to enhance online consumer journeys and maximize conversion and loyalty.
◾ Proven ability in strategic thinking and operational execution to design and implement consumer-focused strategies that align with business objectives.
◾ Experienced in monitoring KPIs, managing budgets, and optimizing actions for continuous performance improvement.
◾ Ability to build business case to prioritize the roadmap
◾ Strong background in leading cross-functional teams and collaborating with stakeholders to enhance online consumer engagement and drive growth across touchpoints, channels and platforms.
Consumer Activation & Engagement Manager
Groupe Seb
Depuis septembre 2013
- Build and optimize interactions between consumers and our brands to maximize engagement, enhance satisfaction, and create consistent, profitable experiences across all touchpoints and channels.
- Define the Consumer Engagement Strategy
- Analyze consumer data and insights to design journey maps
- Design and implement cross-touchpoint activation strategies
- Identify and deploy key services to enrich and optimize the consumer experience
- Build the business case of each service to prioritize the roadmap
- Track KPIs and drive continuous improvement
- Optimize online experiences across digital channels
- Lead cross-functional collaboration and project management
- Gather customer feedback to enhance relationships
Management: 1 person + transversal
- Define the Consumer Engagement Strategy
Consumer Activation Planner
Groupe Seb
Janvier 2022
à août 2023
- Elaborate global consolidated consumer relational activation to integrate all key business needs and fuel each central stakeholder and market in a harmonized and engaging relation strategy with consumers.
- Support all key central stakeholders (Brands, D2C, BUs, CRM, …) in a more complete understanding of comprehensive and efficient consumer relational activation.
- Collect all business needs and elaborate a consolidated annual roadmap to nourish all relevant touch points’ specific activations from business stakeholders (CRM, social, websites, brand pages).
- Track the global performance of activations
- Share global learnings to recommend corrective action plans in collaboration with each stakeholder
Results:
5 editorial calendars and 10 catalogues produced / +30 brand articles and recipes created / 24 articles on Food / 10 on Coffee / CE: +30% time saving locally / FR Rowenta D2C: 30K€ cost saving/year / ES CRM: 10% of total D2C incremental turnover - Support all key central stakeholders (Brands, D2C, BUs, CRM, …) in a more complete understanding of comprehensive and efficient consumer relational activation.
Communication & Customer Marketing director
Loyalty Company
Depuis janvier 2018
- Developed customer marketing and communication strategies for the group’s brands and products with a focus on both branding and business growth.
- Define target audiences and segmentation, prioritizing business value in operational plans
- Create actionable plans to optimize the consumer experience and increase online lead generation
- Support the sales team (dashboard, alerting with scoring...)
- Led content production, ensuring alignment with brand guidelines and consistency across platforms
- Managed budgets, analyzed results, and identified opportunities for continuous improvement
- Stayed up-to-date on trends related to customer experience, purchasing journeys, and customer data.
Contributed to strategic discussions within the company on market vision, positioning, and organizational structure.
Management: 2 people + 1 intern
Member of the CoPil New Business - Editorial Committee - Strategic Reflection and Reorganization Project Group
Results: Produced over 150 formats, generating 5.4 million impressions (+68% vs. previous year); gained 8,000+ new subscribers; 152 qualified inbound leads (estimated gross margin of €1.5 million). - Define target audiences and segmentation, prioritizing business value in operational plans
Marketing & brand account manager
Kiss The Bride agency
Août 2013
à décembre 2017
- Manage client relationships, from strategy development to campaign execution.
- Recommend and support clients on their customer marketing challenges: customer experience and engagement, loyalty program, data segmentation and love brand strategies.
- Commercially manage the key accounts portfolio and develop the business value.
- Monitor the budget, analyze results, and optimize action plans.
- Advise clients on best marketing practices, considering market trends, data analysis, and business objectives.
- Facilitate internal Team coordination: data, tech, and creative teams.
Michelin, Xerox, L'Oréal professionel, Metro, Villaverde, Mondial Tissus, Chronopost, Distriboissons... - Recommend and support clients on their customer marketing challenges: customer experience and engagement, loyalty program, data segmentation and love brand strategies.
Chargée de Communication et Marketing
SANTEFFI
Septembre 2012
à mars 2013
- Déployer la stratégie de communication de l’entreprise.
- Réaliser les supports de communication externe (plaquettes de commercialisation, outils de partenariat, mailings clients/prospects...) et interne (papeterie et bureautique, intranet)
- Développer les relations presse et assurer la logistique événementielle (séminaire, club vendeurs...).
- Résultats : 10 nouveaux contrats signés | Nombre d'appels vers le service client divisé par 2.
Chargée de communication interne
Sanofi Pasteur
Janvier 2011
à septembre 2011
- Mettre en œuvre le plan de communication interne : accompagnement au changement, campagne de sensibilisation sur des priorités sécurité/qualité.
- Concevoir les supports de communication : journal interne, intranet, brochure institutionnelle.
- Organiser des événements : séminaire du développement durable, sponsoring sportif...
- Résultats : recrutement de 50 nouveaux collaborateurs sur des projets internes.
Master 2 Communication des organisations
Université Lyon 3 Jean Moulin
Septembre 2009
à septembre 2011
Les réseaux sociaux : du like à la conversion Les réseaux sociaux : du like à la conversion
HUB Institute (Digital & Positive Impact accelerator)
2017
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Recommandations stratégiques
Avancé
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Gestion de projets opérationnels
Avancé
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Brand content (création et diffusion de contenus off et on line)
Avancé
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Relations presse
Bon niveau
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Evénementiel
Avancé
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Pilotage budgétaire
Bon niveau
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Reporting
Bon niveau
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Inbound et content marketing
Avancé
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Lead acquisition
Avancé
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Marketing automation et lead nurturing
Bon niveau
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Référencement (SEO, SEA)
Bon niveau
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Social Media Marketing
Bon niveau
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Publicité online
Bon niveau
- Rédaction d'articles
- Rédaction de communiqués de presse
- Publications de magazines et livres blancs
- Forte capacité d'adaptation
- Management : leadership naturel, motivation des équipes, collaboration
- Aisance relationnelle, créatrice de liens
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Wordpress
Avancé
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Eloqua Oracle Marketing Cloud
Avancé
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Microsoft Office
Expert
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Google Analytics
Bon niveau
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Hootsuite
Intermédiaire
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Photoshop
Intermédiaire
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Français
Expert
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Anglais
Bon niveau
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Espagnol
Bon niveau
