Emilie Pelade

Coordinate internal teams to resolve issues and maintain consistent service delivery. Monitor account health, manage renewals, scope and resourcing, and address risks early. Translate customer needs into clear internal actions and track usage to guide next steps.

Led up to 15 concurrent global engagement, moderation and social intelligence projects across tech, retail and pharmaceutical clients (Meta and Disney). Managed 17 Community and Project Managers across EMEA, coordinating coverage, handovers and operational workflows across 13languages. Acted as primary operational contact for clients and internal teams, resolving delivery issues and aligning expectations across stakeholders and partners. Owned project scoping, planning, resourcing, documentation and timelines, ensuring projects were delivered on time and met contractual KPIs. Monitored performance and service quality through QA reviews, sentiment analysis and reporting, improving consistency and accuracy of outputs. Coordinated localisation and social listening tasks, translating findings into clear recommendations. Drove process improvements and playbooks across projects to streamline workflows and maintain high service standards.

Led organic social planning, social listening and performance reporting to support proactive community engagement across global brand portfolios. Managed schedules, task allocation and escalation process in fast-paced campaign environments. Analysed community performance and sentiment trends to support operational decision-making. Acted as strategist and partnered with client services to maintain service quality and meet reporting deadlines. Maintained documentation and reporting frameworks across global and regional teams.