Ludivine De Tappie
About Ludivine De Tappie
Ludivine De Tappie serves as the Head of Buyer Experience and Customer Care at Vestiaire Collective, where she has worked since 2018. She has a strong background in customer relations and operational management, having previously held positions at various companies including SMCP and Ernst & Young.
Current Role at Vestiaire Collective
Ludivine De Tappie serves as the Head of Buyer Experience and Customer Care at Vestiaire Collective since 2018. In this role, she directly manages a diverse team that includes a Team Leader, Data Analyst, Project Manager, and Copywriter. She plays a significant role in enhancing customer support by implementing a new ChatBot and revamping the Help Center. Additionally, she leads the analysis of customer feedback, ensuring the 'Voice of the Customer' is effectively communicated within the organization.
Previous Experience in Customer Relations
Before joining Vestiaire Collective, Ludivine De Tappie worked at SMCP, where she was responsible for online and offline customer relations from 2016 to 2017. Her experience also includes a role at Webhelp as Responsable de Comptes, focusing on retail e-commerce, fashion, tourism, and cosmetics from 2012 to 2016. These positions provided her with a strong foundation in customer service and support operations.
Education and Professional Development
Ludivine De Tappie studied at Notre Dame du Grandchamp, where she completed Classes Préparatoires aux Grandes Ecoles de commerce from 2006 to 2008. She then attended EM Lyon, earning a Master of Science (M.S.) in Business Development, Finance, and Consulting from 2008 to 2011. Additionally, she studied at East China Normal University in 2011, focusing on Business in Asia for 11 months, further enhancing her international business perspective.
Achievements in Customer Service Operations
At Vestiaire Collective, Ludivine De Tappie successfully managed the ramp-up of customer service operations, increasing the team size from 30 to 150 full-time equivalents within one and a half years. She also played a key role in contract negotiations to control budget and cost per contact for customer service operations. Her efforts contributed to a 5-point increase in Net Promoter Score (NPS) and an 11-point increase in post-contact satisfaction within a year.
Diverse Professional Background
Ludivine De Tappie's professional background includes various roles that have shaped her expertise in customer relations and operations. She worked at Ernst & Young as an Auditrice-stage from 2010 to 2011 and held a position at Colombus Consulting as a Business Developer-Stage in 2012. Her early career also included a role at COFACE Chile as Responsable de Comptes-Stage in 2009 and a position at Meetrip.com as Directrice des Opérations in 2016.