Mélanie Schille
Berlin
Summary
With over a decade of expertise in SaaS platform operations, customer success, and support within various industries, my career highlights include driving success at Zalando for the Collabary platform, enhancing customer experience, and fostering organizational growth through scalable practices and data-driven strategies. As a leader, I've cultivated a culture of excellence and open communication within my teams. My entrepreneurial venture with Pitch-For-Me and leadership role at Delivery Hero's foodpanda have underscored the importance of innovation, strategic partnerships, and a customer-centric approach. I bring a commitment to operational excellence, strategic insight, and a focus on building lasting customer relationships to any future role in improving SaaS offerings and customer experiences.
Overview
14
14
years of professional experience
Work History
Team Lead Marketing Operations
Zalando Marketing Services
09.2023 - Current
- Led the Media Activation and Creative Project Management teams focused on the Young Fashion and Kids categories, directing a team of ten top performers towards excellence.
Team Lead Account Management SaaS & Operations
Zalando Marketing Services
03.2019 - 09.2023
- Led the Collabary Platform Services team, steering five top performers and enhancing system, process, and customer communication tools.
- Managed renewal operations for seamless customer retention, upselling, and cross-selling, and contributed to customer success strategies by creating playbooks.
- Directed analytics for customer and product insights, established KPIs for performance tracking, and ensured material accuracy for customer engagement.
- Fostered cross-functional collaboration to achieve retention goals and align with Sales, Product, and Marketing for strategic cohesion.
- Championed a values-driven leadership style, focusing on communication and team performance, while advancing operational automation and customer value realization to boost SaaS growth and retention.
Senior Partner Consultant (Collabary)
Zalando Marketing Services
02.2018 - 03.2019
- Served as a dedicated product consultant, driving adoption and engagement while providing tailored recommendations to maximize Influencer Marketing campaign success.
- Built and maintained strong client relationships, fostering loyalty and facilitating account growth with a focus on achieving positive ROI.
- Assisted clients with operational and technical requests, acting as the go-to product guide for ensuring satisfaction.
- Monitored key financial metrics to devise strategic retention and growth plans, ensuring sustained client satisfaction and business expansion.
- Acted as the client's voice within the company, leveraging feedback and usage analytics to identify and capitalize on growth opportunities.
Founder / Independent Consultant - Hospitality
Pitch-For-Me
07.2016 - 01.2018
- Developed a no-fixed-cost business model that connected startups/SMEs with vital leads, boosting their sales pipelines and reducing financial strain
- Achieved a 70% inventory acquisition for Eatigo's Hong Kong launch with an exclusive 6-month contract.
- As interim head of sales, expanded Cali-Mex's corporate portfolio by 50% within four months.
- Transformed Cali-Mex trade shows into effective sales opportunities, leading logistics, coaching, and on-site lead generation in Hong Kong & Singapore.
Head of Account Management (foodpanda)
Delivery Hero
03.2015 - 05.2016
- Directly reported and worked closely with the Managing Director on formulating new strategies
- Managed and built a team of seven high-performing individuals that always overachieved on their strict set targets
- Managed a diverse portfolio of over 600 restaurants in Hong Kong
- Implemented different Key Performance Indicators to track and improve the team´s overall results
- Ensured a good operational performance of our clients and solved arising conflicts to satisfy all parties
- Initiated vital partnerships for the company with large cooperation.
Business Development Manager (foodpanda)
Delivery Hero
12.2014 - 03.2015
- Developed strong relationships with restaurant groups, navigating the competitive F&B landscape
- Secured new partnerships, staying attuned to the ever-changing dynamics of the local food industry
- Prepared persuasive sales materials and delivered compelling pitches surpassing quality targets
- Utilized diverse communication channels, including cold calls, emails, and in-person meetings
- Managed a high portfolio of prospects, with a keen understanding of the unique customer needs.
Business Development Manager - Hospitality
Thicas Interiors
08.2013 - 11.2014
- Directly reported and worked closely with the Managing Director
- Developed key partnerships and maintained successful business relations with existing clients
- Prospected new contacts such as renowned architects, interior designers, luxury hotels as well as high-end restaurants
- Formulated and created unique business proposals that were tailor-made for each client
- Key representative of the firm at exhibitions and tradeshows and sourcing of new suppliers to offer more options.
Retail Advisor (Maje)
SMCP (Sandro, Maje, Claudie Pierlot)
01.2012 - 06.2013
- Visual concept management for showrooms around Paris
- Conducted staff training to ensure that every employee was adequately representing the brand
- Decreased stock to reduce complexity and hence increase profit
- Implementation of a Customer Loyalty Program to increase retention and frequency of customers purchasing.
Assistant Brand Manager - Single Malt Whisky
Pernod Ricard
01.2011 - 12.2011
- Redesigned the packaging and placement of the product to suit the target market
- Monitored performance and pivoted the strategy to improve the sales volume and channel performance
- Conducted extensive market research to understand competitors' strategies and to identify upcoming trends
- Maintained and formed excellent relationships with different parties and built close ties with brand owners.
Assistant Brand Manager - F&B
Omnicom Media Group
07.2010 - 12.2010
- Worked closely with department heads to define the marketing budget for each product and select appropriate channels
- Developed pricing strategies for new products, closely balancing the company's goals with customer expectations
- Led several negotiations with large media outlets for advertising contracts.
Education
Master's Degree - Business Strategy
Paris School of Business
Paris, France2012
Bachelor's Degree - Economics And Management;
University of Rouen Normandy
Rouen, France2008
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Team Lead Marketing Operations
Zalando Marketing Services
09.2023 - Current
Team Lead Account Management SaaS & Operations
Zalando Marketing Services
03.2019 - 09.2023
Senior Partner Consultant (Collabary)
Zalando Marketing Services
02.2018 - 03.2019
Founder / Independent Consultant - Hospitality
Pitch-For-Me
07.2016 - 01.2018
Head of Account Management (foodpanda)
Delivery Hero
03.2015 - 05.2016
Business Development Manager (foodpanda)
Delivery Hero
12.2014 - 03.2015
Business Development Manager - Hospitality
Thicas Interiors
08.2013 - 11.2014
Retail Advisor (Maje)
SMCP (Sandro, Maje, Claudie Pierlot)
01.2012 - 06.2013
Assistant Brand Manager - Single Malt Whisky
Pernod Ricard
01.2011 - 12.2011
Assistant Brand Manager - F&B
Omnicom Media Group
07.2010 - 12.2010
Master's Degree - Business Strategy
Paris School of Business
Bachelor's Degree - Economics And Management;
University of Rouen Normandy
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