Eric Desban work email
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Eric Desban personal email
I have an experience of more than 15 years as Operational Director of Business Unit in Anglo-Saxon multinationals, B2B & B2C sectors, as Business Development & Loyalty Director, Quality Director and Technical Director.My project: Return a profitable company by using best practices and by developing people and organizations with the good tools, that the company is a multinational or an expending centralized or decentralized Small and Medium-Sized company.Professional Profile and fields of expertise Customer Service multi-sites management - (Turnover 370 Millions€ - 33 Industrial sites - 64 000 Customers)Business Unit management (Turnover : 25 Millions€ - 100 000 Customers)Technical Service teams management (300 Engineers/field Supports, Hot line, Admin) Customer Care teams management (380 Customer Care Account reps, Admin, Agents)Social plans management and Service reorganization - transfer of activities (centralization) Lead for change - Strategic and organizational projects management Supply Chain (Spare parts management & cost optimisation)Customer Care, Customer Service, Technical Service (Repairs, Trainings, Industrial equipment installation) Fields of interventionDevelop loyalty of Customers portfolioService Development revenues (Upselling) on existing customers installed baseMulti-sites varied teams management (Regional managers, Service branch managers, field Service staff)Strategic development projects management , Business model transformationFields of activityIndustrial mail processing machines (Mailstream) - Software et Hardware Industrial Management of textile articles and equipment of sanitary spaces
Norafric
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Directeur GénéralNorafricParis, Fr
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Managing DirectorNorafric Apr 2014 - PresentAlger - Algérie
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CeoPostrading Jan 2015 - Present77 700 Chessy
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Chief Operating OfficerPostrading Apr 2014 - Dec 2014Idf 91
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Development & Loyalty DirectorRentokil Initial Jul 2011 - Jul 2013Initial France Based In BoulogneThis position is also part of the overall board of directors of the company. Service Directors Committee member in Europe (Sales leadership Team)Interface with European teams in order to implement Division’ projects Person in charge in dotted line of Customer Care at National level - 64 000 Customers for 370M€ 33 industrial branches in Textile and 14 branches in Hygiene. 380 staff including 38 Service managers and 2 Regional Service managersFrance Customer Care projects management. Setup of Customer Contact Centre pilot in ReimsResponsible for development & Loyalty of Customers 2011 Service Development revenues (Upselling) improved by 22,5% to 6,8M€ vs. prior year 5,5M€ 2012 – Churn rate improved by 33, 47% to -4, 63% of existing Customers portfolio with a gain of 7,1M€ compared to previous year. Unprofitable Customers reduction -
Customer Service Operation Director & Quality DirectorPitney Bowes Jan 2008 - Jun 2011Pitney Bowes France Sas Based In St DenisThis position is also part of the overall board of directors of the company. Service Directors Committee member in EuropeMember of the new European team – Pitney Bowes Technical Services launched in 2011Managed service P&L and growth in service contracts: + 1 M€ in 5 years.Service turnover: 23.5Millions € (which is 7M€ of service contracts and 16.5M€ in rental)Managed service performance and productivity improvement (+9% in 3 years)Mission : Restructured new National service organization & Managed social plans and headcount reduction: 217 staff in 2008,199 in 2009, 172 in 2010 and 148 in 2011 (- 32% 2008 vs. 2011)Designed and implemented new service structure to service more than 100 000 CustomersQuality Mission: Developed and maintained the company's quality management system in line with business strategic objectives, ISO and Postal regulations. Obtained ISO 9001 v.2008 certification.Establishment and maintenance of KPI’s for all company Dept. 172 staff, 12 Branches -
Customer Service Operation Director - Secap Group Pitney BowesPitney Bowes Jan 2003 - Dec 2007Secap Groupe Pitney Bowes Based In St DenisThis position is also part of the overall board of directors of the company. Service Directors Committee member in EuropeManaged service P&L -Turnover: 23Millions € (+ 78% in 3 years on service contracts)Implemented electronic data capture for all field based staff (SIEBEL CRM)Productivity improvement by 43% in 6 years (2003 vs. 2008) and cost reduction - 246 staffMerged 2 distinct service organizations following the purchase of Secap SA by Pitney Bowes Corp.Designed and implemented new direct service structure changing from local branch control in 12 locations to one central management and a centralized Customer Contact Centre > 2500 calls/dayManaged social plans and headcount reduction: 246 staff in 2006 vs. 217 in 2008 (-12%)
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Technical Service DirectorPitney Bowes Jan 2001 - Dec 2002Pitney Bowes France Sas Based In ClichyThis position is also part of the overall board of directors of the company. Service Directors Committee member in EuropeManaged service P&L -Turnover: 5.9M€ - Improvement in service contracts: 40% in 3 years-100 staffMerged 2 distinct Service organizations following the purchase of Bell & Howell.Creation of 2 business unit (GMS & DMT Service) Obtained ISO 9001 v.2008 certification.
Eric Desban Skills
Eric Desban Education Details
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Essec Executive Education - Master Management General
Frequently Asked Questions about Eric Desban
What company does Eric Desban work for?
Eric Desban works for Norafric
What is Eric Desban's role at the current company?
Eric Desban's current role is Directeur Général.
What is Eric Desban's email address?
Eric Desban's email address is eric.desban@pb.com
What schools did Eric Desban attend?
Eric Desban attended Essec Business School Paris.
What skills is Eric Desban known for?
Eric Desban has skills like Service Client, Change Management, Team Management, Team Building, Responsable Produit, Btob, Gestion De Projet, New Business Development, Formation, Gestion De Compte, Business Development, Customer Loyalty Management.
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