Investissements immobiliers

FROM CUSTOMER SATISFACTION TO CUSTOMER EXPERIENCE OPTIMIZATION* Customer insights analysis : Voice of Customer Programs, NPS, Customer Satisfaction surveys, Market Research, Mystery shopper programs.* Customer Experience optimization : Personas , Customer Journey mapping workshops, Customer Journey for sales team.* Excellence and Innovation through a point of sale network or franchisees : Brand standards, Training and team engagement, Service design.*Organisation, Process… Show more FROM CUSTOMER SATISFACTION TO CUSTOMER EXPERIENCE OPTIMIZATION* Customer insights analysis : Voice of Customer Programs, NPS, Customer Satisfaction surveys, Market Research, Mystery shopper programs.* Customer Experience optimization : Personas , Customer Journey mapping workshops, Customer Journey for sales team.* Excellence and Innovation through a point of sale network or franchisees : Brand standards, Training and team engagement, Service design.*Organisation, Process continuous improvement, Quality certification (ISO), KPIs, Change management, Project management. Show less

Mission : Reach Customer Service excellence in all the subsidiaries and franchises (> 70 subsidiaries, 6 countries, 6000 pers.). 1 / VOICE OF CUSTOMER PROGRAMS Customer data is collected continuously for each store, and for every touchpoint of the process : Satisfaction Barometer, Mystery Shopper, Surveys, Panels, Focus group, Social Media...Ex1 : Monthly satisfaction barometers for Carrefour, Mr Bricolage, Decathlon, Shopping centers, Restaurants and all automotive… Show more Mission : Reach Customer Service excellence in all the subsidiaries and franchises (> 70 subsidiaries, 6 countries, 6000 pers.). 1 / VOICE OF CUSTOMER PROGRAMS Customer data is collected continuously for each store, and for every touchpoint of the process : Satisfaction Barometer, Mystery Shopper, Surveys, Panels, Focus group, Social Media...Ex1 : Monthly satisfaction barometers for Carrefour, Mr Bricolage, Decathlon, Shopping centers, Restaurants and all automotive subsidiaries.Ex2 : Mystery shopper program for car Services Ex3 : Annual Satisfaction Survey for Shopping Center2 / CUSTOMER JOURNEY OPTIMIZATION : Customer satisfaction data is analyzed and benchmarked over time, for every touchpoint of the process. Corrective actions on the process are driven BEFORE sales are impacted.Ex : Customer Journey Optimisation for car rental => Standards Booklet to improve employee knowledge about procedures and customer needs, training.3 / CONTINUOUS IMPROVEMENT / TEAM ENGAGEMENT: Targets are assigned to every store and every employee on critical touchpoints . - Staff training- Compliance to Brand standards- KPI's - Process Improvement and Service design, Innovation- Reporting to Head ManagementGBH SUBSIDIARIES : RETAIL : Carrefour (8 stores), Decathlon (4 stores), Mr Bricolage (7stores), Shopping Centers (8 centers)AUTOMOTIVE : Renault (4) Jeep (3), Nissan (3), Mercedes(2),Mitsubishi(1), Audi(2), Skoda(1), Seat (2) Volkswagen(1), Hyundai (1)..SERVICES : Europcar(1), Hertz(2), Jumbocar(4), ADA(3), Speedy(1)RESTAURANTS : Brioche Dorée(15), Cafeteria Casino(1) Show less

IMPORT : 1500 VN/yearNegotiation with brand.Order and shipping, logistics, Inventory.MARKETING : Vehicle specification for local market, pricing, competition and sales analysis, annual marketing plan, budget, Advertising, Relations with agencies, CRM.Ex : New product launching : CLIO 3, New brand Launching : DACIAQUALITY : 1 / Built the Quality system. Obtained first ISO 9001 certification in 20052 / Compliance with Renault standards… Show more IMPORT : 1500 VN/yearNegotiation with brand.Order and shipping, logistics, Inventory.MARKETING : Vehicle specification for local market, pricing, competition and sales analysis, annual marketing plan, budget, Advertising, Relations with agencies, CRM.Ex : New product launching : CLIO 3, New brand Launching : DACIAQUALITY : 1 / Built the Quality system. Obtained first ISO 9001 certification in 20052 / Compliance with Renault standards (FONDAMENTAUX)Compliance with Renault Quality Objectives (KPIs), Renault Excellence Plan (PER4)3 / Customer service and claims.Project 1 : built a communication tool through Lotus Notes to share information on any claim from opening to closure. KPIs for Customer Service.Project 2 : creation of an internal call center (2 people) Show less

CONSUMERS PANEL FOR MR BRICOLAGE8 stores in 3 countries : Guadeloupe, Martinique, RéunionOne of the first continuous "Voice of Customer" Program in GBH GroupSATISFACTION SURVEYS FOR ALL SUBSIDIARIES ( Martinique, Guadeloupe, Réunion)All steps : Questionnaire preparation, Sampling, Training for interviewers, negotiation with providers, Budget management, Interviews, Data collection, Data Analysis, Reporting and corrective actions in the… Show more CONSUMERS PANEL FOR MR BRICOLAGE8 stores in 3 countries : Guadeloupe, Martinique, RéunionOne of the first continuous "Voice of Customer" Program in GBH GroupSATISFACTION SURVEYS FOR ALL SUBSIDIARIES ( Martinique, Guadeloupe, Réunion)All steps : Questionnaire preparation, Sampling, Training for interviewers, negotiation with providers, Budget management, Interviews, Data collection, Data Analysis, Reporting and corrective actions in the subsidiaries.MARKET SHARE ANALYSIS AUTOMOTIVE SECTOR- SALES : Market share analysis for all GBH brands (Renault, Jeep, Seat Audi, Skoda, Mercedes, Mitsubishi, Toyota, Hyundai...in Guadeloupe, Martinique, Réunion)- AFTER SALES : Market Shares analysis and Customer Behavior Study for Renault Guadeloupe. Show less

Shopping Centre - 200 stores - CARREFOURReal Estate Management. Maintenance. Communication and Events. Relations and Negotiation with shop keepers.BUILDING PROJECT 1, 1998 : from 40 stores to 120 stores (1998). I had to follow the building, to find new shops, new franchises, to negotiate with shopkeepers and to establish the commercial leases. BUILDING PROJECT 2 : from 120 stores to 130 stores (2000). see above.

EDUCATION FIELD : CREATION OF A MASTER, FROM FEASIBILITY STUDY TO FIRST OPENINGISMQ - Master in Total Quality Management - Bordeaux, France: * Market Study and approval by the Bordeaux Chamber of Commerce* Program Content, Teachers Recruitment* Promotion, Advertising, Participation to fairs* Students Recruitment, first opening

Design of a database to share problems/solutions in every Renault subsidiary in the world.TQM knowledge at "Institut Renault de la Qualité"