Mélanie Schille

Team Lead Customer Success & SaaS Operations Mar 2019 – Sep 2024

• Led the Collabary Platform Services team (5+ FTEs), owning client onboarding, renewals, and lifecycle management
• Created internal tools for product usage tracking, system monitoring, and customer communications
• Developed CS playbooks and implemented automation across support and renewal processes
• Built reporting dashboards (KPIs, CSAT, churn risk) and aligned with Sales/Product on feedback loops
• Increased customer retention and platform adoption through personalized QBRs and usage insights
  

Senior Partner Consultant Feb 2018 – Mar 2019

• Acted as main CS contact for top clients, providing technical guidance and campaign strategy
• Supported renewals and usage growth by advising on platform features and performance metrics
• Monitored client engagement, flagged churn risks, and coordinated with internal stakeholders

Founder / Independent Consultant – Hospitality

• Signed 70% of Eatigo HK inventory during launch (6-month exclusive contract)
• Expanded Cali-Mex corporate portfolio by 50% and optimized franchise sales events
• Facilitated €400K in international furniture contracts for Bewater Ltd
• Reduced sales cycle for Emotion Features by 35% through operational improvements

Head of Account Management & Vendor Ops Mar 2015 – May 2016

• Led team of 7+ account managers overseeing 600+ restaurant partners, generating over €1 million in monthly revenue
• Implemented KPIs and operational workflows to enhance account performance, renewal, and retention
• Built strategic partnerships and resolved escalations to ensure customer satisfaction and business continuity

Business Development Manager Dec 2014 – Mar 2015

• Prospected, pitched, and closed new restaurant deals in a highly competitive F&B landscape
• Launched onboarding programs and ensured smooth partner activation and early performance

Business Development Manager – Hospitality

• Built client relationships with premium hospitality and design firms
• Led trade show representation and sourced new supplier partnerships for portfolio expansion
• Developed tailored proposals for large-scale furnishing projects across Southeast Asia

Retail Advisor

• Oversaw visual merchandising across Paris showrooms, optimizing product presentation and customer flow
• Trained store teams and launched loyalty programs to increase retention and revenue

Assistant Brand Manager – Single Malt Whisky

• Led packaging redesign and market repositioning for the single malt whisky range
• Conducted competitor analysis and adjusted sales channels to improve volume and brand visibility

Assistant Brand Manager – F&B

• Developed pricing strategies and selected marketing channels for product launches
• Negotiated media contracts and defined campaign budgets across key food and beverage brands.