Gabriel Douteaud Email & Phone Number

Director International Customer Service Operations | Group Business and Customer DepartmentScope: 15 countries (Europe, USA, Australia), 5 brands, ~€30mio budget, multiple external partners (> 1000 external team members) | Commercial, support and back-office activities- Definition of the Customer Relations strategy and support for implementation- Responsible of Group Customer Relations performance (revenues, quantitative and qualitative results)- Contractual management of… Show more Director International Customer Service Operations | Group Business and Customer DepartmentScope: 15 countries (Europe, USA, Australia), 5 brands, ~€30mio budget, multiple external partners (> 1000 external team members) | Commercial, support and back-office activities- Definition of the Customer Relations strategy and support for implementation- Responsible of Group Customer Relations performance (revenues, quantitative and qualitative results)- Contractual management of external partners- Budget and P&L management (~15% Group turnover)- Integration of entities within the Group- Implementation and monitoring of local organisations (HR, finance, operations) Show less

Région De Paris, France

In charge of the reorganisation of the Group's Customer Relations activities:- Scope: organisation, operations, contracts, HR and P&L- Definition of the target model - Integration of brands and countries- Implementation and EXCOM follow-up

Paris Area, France

Assessment and transformation of the Telesales organization [Real Estate- BtoC]Project management Customer Relationship - Outsourcing management [Tourism - BtoB/BtoC]Diagnosis and organization transformation [Insurance - BtoC]Transformation of customer paths [Retail - BtoC]Definition of the Customer Relationship outsourcing strategy - RFP management [E-commerce - BtoC] and [Tourism - BtoB and BtoC]New brand strategy [Bank - BtoC]Remote… Show more Assessment and transformation of the Telesales organization [Real Estate- BtoC]Project management Customer Relationship - Outsourcing management [Tourism - BtoB/BtoC]Diagnosis and organization transformation [Insurance - BtoC]Transformation of customer paths [Retail - BtoC]Definition of the Customer Relationship outsourcing strategy - RFP management [E-commerce - BtoC] and [Tourism - BtoB and BtoC]New brand strategy [Bank - BtoC]Remote Relationship Strategy [Retail - BtoC] Show less

Paris Area, France

Strategic marketing - Integration of brand strategy into customer marketing plans - Optimisation of the relationship between brands and customers - Definition of plans to improve the customer experience in HORECA- Improvement of tools available to the sales force - Support for the definition and presentation of the annual Business Plan in alignment with the customer strategy Operational marketing - Design and coordination of negotiated marketing operations -… Show more Strategic marketing - Integration of brand strategy into customer marketing plans - Optimisation of the relationship between brands and customers - Definition of plans to improve the customer experience in HORECA- Improvement of tools available to the sales force - Support for the definition and presentation of the annual Business Plan in alignment with the customer strategy Operational marketing - Design and coordination of negotiated marketing operations - Negotiation and implementation of partnerships - Budget mangement- Analysis of digital sales and marketing performance - Strategic reflection on improving the digital experience of the sales force - Drafting of the specifications of a new digital platform - Follow-up of the supplier's call for tenders - Project management of the development of the new digital platform Show less

Région De Paris, France

As a consultant for the Carrefour Group, I carried out the following assignments: - Multi-media competition analysis (Investments, media, markets, products) via Kantar - Participation in Carrefour's marketing and media strategy: strategic recommendations and campaign implementation - Receipt of briefs and ad hoc analyses for the client- Management of relations with media experts and strategic planning - Media plans and online campaigns - Implementation, improvement and… Show more As a consultant for the Carrefour Group, I carried out the following assignments: - Multi-media competition analysis (Investments, media, markets, products) via Kantar - Participation in Carrefour's marketing and media strategy: strategic recommendations and campaign implementation - Receipt of briefs and ad hoc analyses for the client- Management of relations with media experts and strategic planning - Media plans and online campaigns - Implementation, improvement and presentation to the client of the DDOG tool. Competitor Show less

Région De Paris, France

Two-month internship in the Safran Group's Communications Department. In charge of various missions: - Implementation of the redesign of the intranet: drafting of a complete improvement file- Participation in the implementation of event projects, meetings with agencies and suppliers- Contribution to the realization of the external communication campaign, study and analysis of media plans - Improvement of the brand image, creation of new "Trade Files" for exhibitions

London, Royaume-Uni

Two-month internship in London as a salesman at the Ladurée boutique in Covent Garden. In charge of the following missions: - Inventory management, orders if necessary- Customer relations and contingency management - Store manager: opening and closing- Checkout control- Daily report to headquarters

Toeic 965

Activities and Societies: Vice-President Association Paris Tenu

Education record

Istanbul, Turkey

High School Certificate, Economic Section, Mathematics Specialization, Honours