—  About me  —
What's up?

I'm a dedicated Digital Operations Manager / Head of PM with 7 years of team leading experience and sound technical knowledge.
Self-motivated and solutions-oriented, I am recognised for my ability to build successful teams and for my commitment to getting things done.
Guided by Agile principles, I aim to maximise the business value of the development team's efforts.

I recently integrated Double Eye as Head of Operations, a web development company in Century City, Cape Town, South Africa.


Skype Id: delphine.racoupeau
—  Work experience  —

Head of Operations

Build PM team  -   Improve management and delivery processes  -   Optimise resource utilisation

March 2017 - Present
Double Eye  Web development agency      Cape Town

Operations Manager

Implement Agile methodologies  -   Consolidate SDLC tools  -   Manage resources and recruitment
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  • Manage daily operations within the digital agency
  • Responsible for resource allocation for project and support work
  • Ensure high quality of project deliverables and monitor SLA
  • Defined project planning method. Provide realistic timelines and meet deadlines
  • Implemented SCRUM to manage new applications development and KANBAN to manage ongoing support and enhancement
  • Successfully implemented Jira to replace the different software previously used to assign development tasks, track bugs, manage UAT and helpdesk. Trained the team and consolidated SDLC tools
  • Developed web tool using Jira API to report on time spent per project & client. Report on projects to manage performance and improve costings. Significantly enhanced SLA monitoring and increased profitability
  • In charge of recruitment. Work closely with the Managing Director to strengthen and grow the team to meet business targets
February 2015 - February 2017
Methys  International EPM consulting and web development agency      Cape Town

Head of Projects

Define digital strategy  -   Scope and plan digital projects  -   Lead creative & technical teams
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  • Initially in charge of online marketing, was promoted to operations and project manager after two months:
  • Hired, trained and provided leadership to the expanding team in charge of online ticket sales (5 to 15 people)
  • Ensured day-to-day troubleshooting of issues escalated, working with IT team
  • Implemented new tools and drove the back office optimisation to increase team performance
  • Increased digitick.com conversion rate (+2 pp) and reduced customers complaints
  • Managed internal and external ticketing projects
  • In 2013, as the company grew and acquired other companies, took the lead of a project team (4+ people) independent from operations, created to gather Digitick, Infoconcert and zePASS web and mobile projects:
  • Actively participated in the definition of digital strategy
  • Responsible for scoping and costing of in-house projects (websites and mobile applications optimisation, development of new features and new areas of monetization) and client projects (co-branded ticketing websites for large companies)
  • Planned projects and prioritised support work effectively
  • Authored project documentation
  • Led and motivated creative and technical teams (10+ people)
  • Ensured quality
  • Worked as a web developer during three months to validate my training at CNAM
January 2010 - December 2014
Digitick  Ticketing system and distribution network, Vivendi Group      Marseille

Junior Web Consultant

UI/UX consulting  -   Conversion rate optimisation  -   Internet marketing support
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  • Assisted companies in the process of website launch or re-design by refining digital strategy, elaborating information architecture, providing wireframes, content and SEO recommendations
  • Delivered actionable recommendations to increase conversion rate
  • Supported and advised companies in their Internet marketing strategy
March - August 2009
Altics  Internet consulting agency      Lyon

Online Marketing Manager

Web design & development  -   traffic acquisition
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  • Designed and developed promotional websites
  • Increased websites traffic through SEO and online advertising (Google AdWords, Facebook ads, e-mail and affiliate marketing)
July - December 2008
Sierra Marketing  Marketing agency      Sydney
logo Sierra Marketing
—  Certifications  —

Certified ScrumMaster   

Agile project management
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  • Study of Scrum - the leading Agile development framework - completed by a two-day course provided by Agilbee in Paris and validated by the online CSM test.
December 2014
Scrum Alliance
—  Education  —

Website programming certificate   

Front & back end web development
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  • Web development (HTML, CSS, JavaScript, Object Oriented PHP, MVC architecture)
  • Database management (MySQL)
  • Web servers administration (Linux, Windows)
  • Web design
2012 - 2014  
Le Cnam  Continuing education      Aix-en-Provence

Master's in management   

Major in E-commerce, E-marketing, E-business
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  • Master's degree with honours - major in E-commerce, E-marketing, E-business
    Dissertation topic: Determinants of shopping site’s conversion rate
  • One year performed at ESEC, Barcelona - Spanish degree in International Business Administration
  • Common core curriculum: Marketing, Finance, Sales, Project Management, Data Analysis, Logistics, Law, Human Resources Management, Corporate Strategy
2006 - 2010
Toulouse Business School  Top 10 French Business School      Toulouse & Barcelona
logo Toulouse Business School
—  Areas of expertise  —
—  Skills  —