Sonia de Sousa de Castro
Customer Experience Manager France @Mölnlycke Health Care France
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WORK HISTORY
Customer Experience Manager France @Mölnlycke Health Care France
Wasquehal, FR
Lead customer experience transformation initiatives to improve satisfaction and streamline end‑to‑end journeys.• Design and implement CRM deployment strategy: training, enablement, adoption, and tool enhancement recommendations.• Partner with Sales, Marketing, Supply Chain, and Customer Service to align processes and KPIs around CX.• Establish governance, reporting, and continuous improvement loops (voice of customer, root‑cause analysis, action plans).• Build a culture of collaboration and team cohesion; support employee development through coaching and change management.Keywords: Customer Experience · CRM · Adoption · Change Management · Process Optimization · Cross‑functional Leadership
EDUCATION
Université de Valenciennes et du Hainaut-Cambrésis
Maîtrise Langues étrangères appliquées au commerce international, Langues Etrangeres Appliquees au Commerce International
Université des Sciences et Technologies de Lille (Lille I)
Master de commerce international, Commerce international
Université du Littoral Côte d'Opale
DEUG LEA, Deug LEA
Universidad de Vigo
LICENCE LEA, Langues Etrangeres mention Interpretariat
ABOUT SONIA DE SOUSA DE CASTRO
Passionate about driving customer-centric transformation in international B2B environments, I specialize in optimizing customer journeys, deploying CRM solutions, and empowering teams through change management and development. With a proven track record in strategic project leadership, call center creation, and customer experience strategy, I help organizations enhance efficiency, engagement, and growth. My approach combines customer experience excellence, strong leadership, and a commitment to building collaborative, high-performing teams.Core strengths: Customer Experience Strategy · CRM Strategy & Adoption · Process Optimization · Change Management · Leadership & Team Development · Call Center Creation · Customer Communications · Stakeholder Management
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