—  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.

A few months ago, I joined Double Eye, a 30 people software development company in Century City, Cape Town. As the Head of Operations, I'm finding my way towards Agile coaching and recently joined the Northern Suburbs SUGSA coaching circle.

After a bit more than 2 years in South Africa, I've been granted a Permanent Residence permit!


Skype Id: delphine.racoupeau
—  Work experience  —

Head of Operations

Build PM team  -   Agile Coach  -   Improve processes  -   Optimise resource utilisation

March 2017 - Present
Double Eye  Software development company      Cape Town

Operations Manager

Implement Agile methodologies  -   Consolidate SDLC tools  -   Manage resources and recruitment
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  • Managed daily operations within the digital agency
  • Responsible for resource allocation for project and support work
  • Ensured high quality of project deliverables and monitored SLA
  • Defined project planning method. Provided realistic timelines and met 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. Reported on projects to manage performance and improve costings. Significantly enhanced SLA monitoring and increased profitability
  • In charge of recruitment. Worked 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 Scrum Master   

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 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  —