Armelle Balenceu Email and Phone Number
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Over 20 years of experience in Telecommunications and Energy, both for incumbent and fast moving alternative operators, in B2C and B2B markets. I have held various executive positions covering Marketing, Sales, Customer Relationship, and Operations Management. My expertise lies more particularly in successful competitive strategies for new entrants in sectors newly opened to competition (Telecommunications, then Energy) and dominated by strong incumbent players. I have experienced all stages of development of companies that began as start ups, went through accelarated growth phases, then reached a mature phase in organization and processes, while undergoing deep transformations : merger, acquisitions, reorganizations… Results driven, strong customer focus, team player with business acumen and leadership skills. International experience (worked for 5 years in New York).Specialties: General Management, Operations management, Marketing and Communication, Sales, Branding, Customer Experience, CRM, Customer Relationship Management, Relation clients, Digital marketing, E-commerce, Call Centers, Strategy and Business Development, P&L Management, Restructuring and Post merger Integration - Mass Market - Services - Telecommunications - Internet - Energy - UtilitiesSummary in French : Plus de 20 ans d'expérience dans le secteur des services aux particuliers et aux entreprises (Télécommunications, Internet, Energie), aussi bien dans des grands groupes (Bouygues, France Telecom, TotalEnergies) que dans des startups à forte croissance (Neuf Cegetel, Direct Energie), en France et aux Etats Unis, à des postes de management exécutif allant de la stratégie, aux opérations, en passant par la vente, le marketing et la communication. Mise en place réussie de stratégies d’entrée sur de nouveaux marchés concurrentiels. Gestion de crises (croissance/décroissance) et expérience de la restructuration et transformation d'entreprises dans le cadre de fusions et acquisitions. Forte orientation client.
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Chief Customer Experience Officer Electricité Et Gaz FranceTotalenergiesParis, Fr
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Board MemberAssociation Française De La Relation Client - Afrc Dec 2022 - PresentNeuilly-Sur-Seine, Île-De-France, Fr
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Chief Customer Experience Officer Electricité Et Gaz FranceTotalenergies Mar 2020 - PresentParis La Défense Cedex, FrCreation of a new Direction with the goal to ensure durable competitive advantage through Customer Experience, in a context of rapid company growth and fast moving market (smart meters, energy transiton...) on BtoB and BtoC markets. Grouping together transverse business lines : Digital (web & mobile App), Relational marketing, Voice of customer, Performance and continuous improvement, Customer Experience innovation, supported by an enterprise wide Customer Experience program. -
Coo Customer OperationsTotalenergies Apr 2019 - Feb 2020Paris La Défense Cedex, FrIn charge of Customer Care and Operations of consolidated new entity, following acquisition of Direct Energie by Total, and merger with Total Spring (BtoC) and Total Energie Gaz (BtoB). Following rebranding, "migration" of all customer bases under one brand "Total Direct Energie" and one unified CRM and billing system.
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Coo Customer OperationsDirect Energie Jul 2012 - Apr 2019Paris, Idf, FrMember of the Executive CommitteeHead of Business Unit in charge of customer processing, billing, customer relationship management, cash recovery, and client marketing.Special focus on customer loyalty, in the context of the merged operations of Poweo and Direct Energie.Numerous awards over the period for quality of customer relationship : Elu Service Client de l'Année (12 consecutive years), Podium de la Relation Client, Prix de l'Excellence Client, Trophée Qualiweb for best online customer relationship. -
Marketing, Direct Sales, And Customer Relationship DirectorDirect Energie Nov 2007 - Jul 2012Paris, Idf, FrMember of the Executive Committee.Head of marketing, communication, sales via direct chanels (web, inbound/outbound call centres, direct marketing..) and customer relationship management (muticanal tel, web, mail, social media - insourced and outsourced operations).
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Strategy DirectorNeuf Cegetel Jan 2007 - Nov 2007FrIn charge of formalizing strategy and sizing growth / value creation opportunities - Management of strategic projects (post merger integration of Club Internet) -
Customer Relationship DirectorNeuf Cegetel Jan 2003 - Dec 2006FrOverall Customer Relationship Management responsability for the residential and soho market : triple play (broadband internet, TV, telephone) + mobile customers, in a multicanal environment (tel, web, mail). Commercial assistance & technical hotline ; back office operations ; retention programs ; management of bill recovery and claims - Over 2500 call center positions - Management of many outsourcers both onshore & offshore.
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Marketing Director Residential MarketNeuf Telecom Dec 1998 - Dec 2002Fr1998 - 2000 : launch of marketing department for mass market division, at the creation of neuf telecom : strategy, product marketing and pricing, customer profiling and segmentation, branding and advertising, direct marketing and communication, loyalty programs. 2001 - 2002 : focus on Internet reorientation : development of portal and web services activity (content and traffic generation partnerships..) ; launch of 1st broadband offers -
Chef De Service TelecomBouygues Jan 1997 - Nov 1998Paris, Île-De-France, FrApplication for the fixed telecommunications operator's license, that gave birth to Neuf Telecom (jointly owned initially by BOUYGUES and TELECOM ITALIA) - Project director for the strategic and financial appraisal of Lyonnaise Communications Cable Network (for sale before it became NOOS then Numericable) -
Deputy Director Business DevelopmentFrance Telecom (Ftlis) Jan 1992 - Dec 1996Business development and acquisitions in IT and Value Added Services in B2B and B2C markets
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Assistant Vice PresidentVideodial, Inc. New York Jan 1987 - Dec 1990Development and Sales of Interactive Data and Voice Services in partnership with local RBOCs in the US (US West)
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Project ManagerSita, New York Jan 1986 - Dec 1986Geneva, Geneva, ChLargest privately held telecommunications network - dedicated to the aeronautical transport industry -
Armelle Balenceu Skills
Armelle Balenceu Education Details
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InseadBusiness Administration And Management -
Télécom ParisTelecommunications Management
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Texas A&M UniversityStatistics
Frequently Asked Questions about Armelle Balenceu
What company does Armelle Balenceu work for?
Armelle Balenceu works for Totalenergies
What is Armelle Balenceu's role at the current company?
Armelle Balenceu's current role is Chief Customer Experience Officer Electricité et Gaz France.
What is Armelle Balenceu's email address?
Armelle Balenceu's email address is ar****@****ech.org
What is Armelle Balenceu's direct phone number?
Armelle Balenceu's direct phone number is (800) 903*****
What schools did Armelle Balenceu attend?
Armelle Balenceu attended Insead, Télécom Paris, Texas A&m University.
What skills is Armelle Balenceu known for?
Armelle Balenceu has skills like Crm, Strategy, Telecommunications, Management, Product Marketing, E Commerce, Business Development, Start Ups, Customer Service, Call Center, Operations Management, Digital Marketing.
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