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Térence Delahaye is co-founder and COO of Shipup, a SaaS company working to improve the post-purchase experience for online retailers across Europe and North America.
How would you describe your job to someone who doesn’t work in retail? At Shipup, we are working to improve online business’s post-purchase customer experience. This could include shipment tracking, notifications, returns, and more. We offer a comprehensive, automated approach to personalizing delivery interactions with proactive communication and rapid incident resolution.
One thing we can’t guess about your job from your LinkedIn profile? While LinkedIn displays that I’ve been the COO for seven years, it doesn’t fully capture the multifaceted nature of my involvement in various departments and functions. I’ve launched many departments and teams like business development representatives, account executives, customer success managers, revenue operations, data analysts...On LinkedIn, you only have “COO at Shipup” and haven’t been promoted for seven years.
What’s your favorite project you’ve worked on? My favorite project at Shipup is our partnership with [French customer success service] Kared and its CEO Jeoffrey Jouannet. To give you more context, Jeoffrey is a former customer, who became an advanced user, then a brand evangelist, and later an investor. Now, we work together with his own company to create more value with Shipup. We rely on the knowledge of Jeoffrey (customer relationship expert) to offer a 360-degree consultant approach to our clients.
Which emerging retail trend are you most excited about this year, and why? One of the most exciting trends in e-commerce right now is companies like Hipli, packaging as a service companies. They conceive mailers that can be reused up to 100 times and logistics to ensure that they are returned and reused. The reusable packaging will help us take action against e-commerce waste when reducing environmental impact is a priority.
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What’s your go-to coffee order? When it comes to breakfast rituals, you won’t catch me sipping on coffee. Instead, my heart beats for a more vintage choice: Ricoré, a beloved beverage in my morning routine since my childhood.
Worst piece of advice you’ve received? “Be realistic and pragmatic” is probably the worst advice I ever received. Throughout my life, I have been given this advice in various ways. There is no one common path to success, and what works for some may not work for others. It’s important to trust your instincts and pursue your goals even if it means taking risks and facing failure along the way.
What was your favorite retail product when you were 15, and what’s your favorite retail product now? When I was 15, self-service checkouts were my favorite. They eliminated the need to wait in long supermarket lines and enabled a quicker checkout experience. Now, my current favorite isn't a retail product per se, but rather a tech and data advancement. In developing Shipup, my aim was to eliminate the technical barrier that stood in the way of accessing tracking data. This allows users to shift their focus towards what truly matters, creating unique experiences and generating tangible added value.