François-Xavier Delaporte Email & Phone Number

Geneva, Ge, Ch

Genève, Suisse

Entrepreneurial role in structuring the consulting and training firm's offering- I Set up the Customer Experience practice for the Tack TMI group (30 offices worldwide), structured the offering and business model, sold the first training programs on the Swiss market (FMCG, banking, Luxury goods companies).- Development of sales strategy (organic development and canvassing)- Coordination of consultant/trainer network- Facilitation of courses and workshops on customer and employee experience topics (through collective intelligence, change management, performance optimization, communication)

Geneva, Switzerland

Development of a Retail Excellence culture at Cartier International Headquarter:- Creation of dashboards for Cartier CCO and Board of directors- Development of Customer Experience focus for strategic analysis and decisions- Implementation of cross-department projects (mixing talents from L&D, Retail Excellence, Client Marketing)- Support to Regional/Market directors on ad-hoc business opportunities- Boost new categories (strategic recommendations on Training, Commissions, VM)- KPIs: revamp of the model to select, monitor and share KPIs/Targets to create long-term engagement among frontliners- Boutique Sizing: new model to empower Boutique Managers as leaders

Help teams develop long-term organic growth through relational approach:- Field activation- Workshop facilitation on client relations, client experience, employee experience- Develop impactful managerial approach (conversation culture, observation,...)- Consulting on CX- Team development strategy

Lecturer in charge of Customer Experience course and Customer Service course.ELLE Education exec course aims at training future Retail Managers on key competencies. This course got created by ELLE Magazine, MIT Sloane School of Management and Madrid Complutense University.

Région De Paris, France

Business development of our 180 client portfolio, managing 20 Customer Success Managers in 10 offices (Americas, Europe, Asia)• Piloting KPIs (Customer satisfaction, Customer loyalty & retention, Churn decrease, Sales metrics) to develop a "client-obsessed" corporate culture and design client omnichannel strategy (Retail, E-comm, CSC, Social Media, After Sales,...)• Helping clients in their retail performance and digital transformation: creation of ad-hoc assessments tools (CX and EX), consulting patterns, change management methodology• Managing team performance: creation & follow up/analysis of CSMs KPIs to develop client-obsessed culture• Developing long lasting client relations by improving our processes: Job Descriptions, seamless interactions between teams, product improvement based on client feedbacks• Coaching & mentoring: case studies, seminars, individual debriefs• Leading strategic client meetings (with CEOs, Head of Retail,…) & facilitating CX seminars (Retail Summits)• Sharing client feedback to Albatross CX Executive Committee• Recruiting new talents

Région De Paris, France

In charge of Digital Transformation & Client Strategy. Developed SaaS approach and n-sided effect on corporate website.

Région De Paris, France

• Directly managing 20 strategic accounts (30% of global company revenue) with strong impact on long-term growth & customer satisfaction• Consulting activities on Retail Performance (Retail Excellence, Sales KPIs, Retail Education), recommendation to Luxury Top Executives on customer engagement (retail, e-commerce, omnichannel), employee experience and ways to deal with both CX/EX to address business challenges (Conversion Rate, UPT, Data Capture, Clienteling, word of mouth...) • Presentation to Boards of directors (top Luxury players) & facilitator in Retail Events (Kering, LVMH,...)• Crisis, Complaint management & negotiation• Onboarding & Training new Key Account Managers in Europe (5 persons)

Région De Paris, France

• Launched Paris office with France Business Unit Manager (P&L, legal tasks)• Business Development & Account Management on (15 accounts) offering Customer Experience evaluations• Launch of the first worldwide customer experience evaluations studies• Presentation of actionnable recommendations to clients in French/English/Spanish• Ensure constant improvement on business indicators (turnover growth, margin, contract renewal, client satisfaction)

Région De Paris, France

Creation of assessment programs to assess the respect of the selling ceremony:• Management of 10 hospitality & FMCG brands• Creation of mystery-shopping evaluation programmes• Internal management of operations teams• Executive Summary reports to share main insights and quantitative trends• Commercial communication and follow up

Neuilly-Sur-Seine

• Content Editor in French & English• Marketing assistant on commercial campaigns (online, offline)• P&L Follow up for the Business Unit

Région De Paris, France

• Promotion of new products (Astérix books in 30 markets) on corporate website, newspapers, cartoon websites and TV shows• Proofreading before printing and quality control on any promotion content• Preparation of contracts & ad-hoc benchmarks

Bolivie

English Teacher to Bolivian teenagers in Mallassa suburb (south of La Paz, Bolivia) for REMAR Non-Governmental Organization

Master Of Science (Msc), Management, Graduate From The Emlyon Grande Ecole Programme

Activities and Societies: Active member of the International Association (OPENING) from 2005 to 2008

Executive Course, Design Thinking & Creativity For Business

Executive Course, Digital Business Strategy

Explore how new and existing business strategies can be improved through the rebalancing of three key relationships: Minds and Machines.

Coaching Course

6-month course to learn how to use coaching approach in management situations

Master Of Economics - Vse Prague University

Prepa, Economics

Preparation to Business School exam