Fran Servián Mármol Email & Phone Number

Av. De La Vega, 2. 28108 Alcobendas, Madrid

My mission is focused on two pillars: The implementation and evolution of a customer-centric culture in the regional offices and stores, and the implementation of the company's customer-oriented strategy. Direct team 10 Regional Customer Relationship Managers.Scope of Responsibility: - Evolution of customer satisfaction KPIs: NPS, GMB, Mystery Shopping - Engagement with the Leroy Merlin Club. (loyalty program) Monitoring the evolution of the customer's LTV. - Omnichannel evolution in store. Evolution of omnichannel sales of sales teams and omnichannel levers such as the APP. - Effectiveness of regional and store CRMs. - Quality and effectiveness of services: financing, returns, after-sales service and customer workshops. - Collaboration in the creation of the physical concept of stores. - Payment method strategy. - Continuous improvement of customer processes in store.

Madrid, Comunidad De Madrid, España

New organizational design & process reengineering. Change management plans. Customer centric business process developement.Responsibilies:- Cultural and human changes transformation- Definition of missions and new organizational models- Developement and evolution of teamwork methodologies- Continuous improvement and business proccess developement

Leading the development of applications for full- business- management in the areas: Finance, Supply Chain,Sales, Operations, Marketing and Human Resources.International Sponsor of Leroy Merlin in transformation projects of Adeo Group

Customer Services and Operational service Manager. Board store committee member and member of the LeroyMerlin national steering committee in the Customer Services area.

Exploitation, Implantation and Management of Coffee-shops businesses within shopping centers throughfranchises

Spain

Developing the following missions:- Customer service Manager (National area)- Management Controller (Regional area)- Sales Manager