I don’t have a loyalty card and never visit shopping centers, so why do I work at Coniq?
I’ve always worked in technology, in technical pre-sales, consultancy, or support. French-born, I started my career in Switzerland, where I learned the ropes of IT, helping many companies across industries to document and solve management challenges, from a small auto repair shop to a Fortune 500 international company. I recently relocated from Sydney, Australia, where I spent the past 11 years working in service delivery for print management and workflow automation solutions.
My motivation has always been to turn complex challenges into solutions and provide added value at any step of the clients’ process. I’ve always found pride in helping people work smarter. I’ve always believed that support and operations play a vital role in the success and adoption of any solution.
I’ve seen first-hand how the support world has evolved in the past 20 years. From being the break-fix department dedicated to putting out fires, the “IT help desks” have become “service centers,” and the scope has moved from technology support only to a full suite of service operations. It is not surprising to see that the principles of IT service management – and the platforms enabling them – now include HR, finance, or office management workflow natively.
Moving to London, I was looking for a company to share my vision and ambition. I was new to the retail industry and loyalty programs when I joined Coniq. However, I was drawn to the company’s mission in the post-COVID-19 world, to help the retail industry bounce back, leveraging on technology and data. Although I’m not a regular shopping center visitor, I’m deeply convinced of the social and human benefits retail brings to communities.
In my first weeks leading the support team, I found a diverse team of knowledgeable individuals who go beyond the expected software and hardware fix. Not only can they speak many languages, their scope includes both our internal partners, end clients, and their customers. Their duties start from the onboarding phase, setting up the platform and loyalty programs, and ensuring they are familiar with our clients’ intent and processes.
This means they are very connected and involved in the centers’ and retailers’ journeys, from helping them develop new offers or proactively contacting brands with a lower volume of transactions to make sure they make the best use of the platform. Many of the communications with our clients happen on a first-name basis, and our support champions do not only know the names of the centers or brands; they have visited many of them to set up the hardware. There is a genuine passion for customer service and innovation, with a natural desire for our clients and partners to succeed.
I joined Coniq for its mission and vision. These first two months have shown that the people behind the platform make this company so unique and exciting to work for.
