Open to opportunities

Johan Mademba-Sy

@johanmademba-sy

Message

Customer-focused operations leader driving revenue, retention and scalable processes through data and team development.

France

Message

What I'm looking for

I’m seeking a leadership role where I can scale operations and teams, improve delivery performance with data-driven processes, and drive revenue and retention in a collaborative, customer-centric company.

I am an operations and customer success leader with extensive experience building and scaling teams, processes and tools across aeronautics and tech sectors. I have led global sales administration and customer success teams, implementing KPI-driven dashboards, standardizing best practices and driving revenue through structured cross-sell activities.

I excel at managing high-volume portfolios and complex client interfaces, running root-cause analyses, coordinating corrective action plans and facilitating client performance reviews. My background includes supervising distributed teams (France, Portugal, Tunisia), hiring and developing talent, and embedding VOC and KPI cultures to improve delivery performance.

I bring a pragmatic, data-driven approach to change management and customer empathy, partnering with Sales, Product and Marketing to roll out features, monetize onboarding and improve retention. I thrive on operational excellence, continuous improvement and fostering collaborative teams to meet demanding targets.

Experience

Work history, roles, and key accomplishments

Current

Manager – Sales Administration

Current

Mecachrome

Jun 2023 - Present (2 years 6 months)

Manage global order book for the Sheet Metal division, leading a 12-person sales administration team across three countries and improving delivery performance through KPI definition, automation of dashboards, and standardized processes (ISO 9001).

Order Management Team Leadership KPI Design Process Standardization Dashboard Automation Root Cause Analysis Customer Relationship Management ISO 9001

Manager, Customer Success

Intuit

Jul 2018 - Mar 2022 (3 years 8 months)

Built and scaled French-market onboarding and success journeys, managed a 15-person implementation team, and increased active usage and retention through VOC programs, KPI-driven actions, and monetized training initiatives.

Customer Onboarding Team Management VOC分析 KPI Analysis Retention Process Improvement Cross Functional Collaboration

Services and Support Specialist

American Express

Aug 2016 - Jul 2018 (1 year 11 months)

Provided multi-channel customer support and became a subject matter expert driving global process improvements, reporting, and onsite/remote coaching to improve account management and digital adoption.

Customer Support Coaching Reporting Process Improvement Account Management Excel Power Query Salesforce

Implementation Specialist

American Express

Jun 2014 - Dec 2015 (1 year 6 months)

Supported French corporate mid-market sales with account setup and ramp-up, drove client engagement and digital initiatives, and trained new hires on tools and processes.

Client Onboarding Training Salesforce Excel Client Engagement Coaching

Lead Customer Care Professional

American Express

Dec 2012 - Jun 2014 (1 year 6 months)

Supported team leadership activities including hiring, training, and coaching while delivering high-quality customer care and ensuring compliance with company policies.

Hiring Customer Care Performance Management Compliance Coaching Quality Assurance AirSupply

Customer Care Professional

American Express

Jun 2012 - Dec 2012 (6 months)

Delivered high-volume customer service to card members, consistently exceeding performance targets and supporting account productivity under pressure.

Customer Service Performance Under Pressure Communication Active Listening Productivity