About Nadège
I support companies on CRM, CX, and customer engagement projects where growth, retention, or customer experience need to scale across markets. My expertise spans customer lifecycle design, sales and CRM process optimisation, and data-driven engagement strategies.
I typically step in to define or accelerate CRM and CX initiatives, translate customer insights into actionable programmes, and align marketing, sales, and product teams around shared objectives.
With a strong analytical mindset and hands-on leadership experience, I help teams deliver measurable impact while building sustainable, customer-centric ways of working.
I am particularly experienced in international, multi-market environments and in enabling teams through coaching, structure, and clear performance frameworks.
French
Native or bilingual
English
Native or bilingual
Italian
Conversational
German
Conversational
Can work on-site
Zurich (up to 50km)
Experience
- EF Education First,CRM Marketing ManagerEDUCATION AND E-LEARNINGJune 2023 - October 2024 (1 year and 4 months)Zürich, Switzerland• - Led CX and CRM strategy across 17 international markets, using customer insights and analytics to drive engagement, retention, and adoption• - Designed and optimised data-driven customer journeys, increasing open rates by 10% and CTOR by 35%• - Owned NPS and customer feedback programmes, translating insights into service and product improvements• - Built CX dashboards and insight reports to support senior stakeholders and regional teams• - Enabled scalable, customer-centric execution by training teams on segmentation, analytics, and personalisation
- EF Education FirstCountry Product Manager– Team LeadEDUCATION AND E-LEARNINGApril 2022 - May 2023 (1 year and 1 month)Zurich, Switzerland• - Owned the end-to-end lifecycle of high school programmes across EMEA, driving 15% sales growth and 85%+ retention through data-informed strategies, and defined market prioritisation to focus on high-potential regions• - Partnered cross-functionally to deliver a seamless customer journey and align offerings with market needs• - Hired, led, and coached a regional commercial team, allocating markets fairly among team members while ensuring consistent execution and providing insight into sales processes and customer acquisition dynamics
- EF Education FirstCustomer Success Manager EMEAEDUCATION AND E-LEARNINGJune 2021 - March 2022 (9 months)Zurich, Switzerland• - Served as primary EMEA customer contact, translating feedback into product improvements, engagement strategies, and commercial opportunities• - Increased retention by 15%, referrals by 10%, upsells by 20%• - Launched scalable onboarding and engagement programmes adopted across multiple markets• - Contributed to CRM and CX initiatives to optimise the end-to end customer journey
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Education
- Google Certificate: Foundations of Project ManagementMarketing and E commerce2026Google Certificate: Foundations of Project Management
- Masterof BusinessUniversity of Otago2011Masterof Business