Nicolas Madier Email & Phone Number

London, Gb

London, United Kingdom

Reporting directly to the CEO, as strategic programme manager, I am overseeing the company strategic business programmes. From the optimisation of our fleet to the improvement of our customer experience via the digitalisation or our key processes, the programmes cover a wide range of areas and are designed to support the company vision and strategic goals.Championing cross departmental collaboration, my role consists in • Leading and coordinating the key activities scoped in each programme and ensuring that Directors/Sponsors and their teams are fully engaged and motivated for delivery • Ensuring discipline and focus by having each programme structured around key measurable KPI • Supporting the monthly Executive Management Group meeting

London, United Kingdom

As programme manager for the self-service programme, my job consisted in • Structuring and prioritising (through data analysis) activities aiming at increasing the % of aftersales transactions done online and reducing the % of tickets collected at the station ticket office• Leading a cross functional team formed of developers, product owner and customer facing staff to collaborate and deliver our optimisation objectives

London, United Kingdom

Part of the leadership team of the Eurostar Contact Center and working between all customer facing staff locations, I managed a team of 3 looking after a wide range of projects and initiatives aiming at improving the overall customer experience and improving our efficiency. One strong aspect of these projects was to bring technology and digital tool into customer service such as the introduction of live chat as a new customer support channel, bring our staff travel online or introduce a disruption management platform allowing customer to rebook themselves or book a free hotel in case of train cancelations. During this period I have also integrated the voluntary disruption on-call team: in period of sever disruption I would become the contact center disruption manager, managing a team of 5.

United Kingdom

Eurostar made a Multi Million Pounds investment in its new fleet. From the Sales & Ticket Distribution to the Product Offering & On-Board Features Definition via the Communication Strategy, Eurostar's Commercial Division needs to get ready for the arrival of the new trains. Reporting to the Commercial Director and the e320 Director, my job consists in coordinating and managing the 16 Commercial Project Work Packages and their owners so that the company will be ready to operate its new fleet.

United Kingdom

In the Customer Insight & Retention team, my job consisted in managing the customer data analysis demand from the business and provide the company with relevant and actionable customer insights and data. It included:‣ The creation and update of the company customer segmentation‣ The analysis of customer travel data to understand behavioural change (using data mining and predictive statistical technics such as logistic regression)‣ The creation and update of Eurostar internal customer insight newsletter‣ The management of the customers database provider contract‣ The management of the customer insight executive responsible for the customer contacts extraction and segmentation for CRM and market research purposes.

United Kingdom

In the heart of the Revenue Management department, my job consisted in‣ Providing the business teams with accurate information about demand forecast and fleet optimisation in close collaboration with the operational research team.‣ Creating, documenting, building (following the development) and rolling out tools that are used to spread the needed information over the 800 European users (revenue management analysts, station/fleet/district/country managers)

Modelisation of the 2007 Logistics Budget for Danone Waters UK