Michaël Chopard

Michaël Chopard Email and Phone Number

Customer experience Director | Board member | Human centric | Purpose driven @ SEVJ SA
Michaël Chopard's Location
Lausanne, Vaud, Switzerland, Switzerland
About Michaël Chopard

Executive in marketing, tech and communication with 20 years of successful track records across multiple industries B2C/B2B (automotive, airlines, mobility, chemicals, Perfumery). From brand purpose driven to marketing funnel animation, I shape and implement MarCom plans leveraged by a strong digital tech know-how and engaged talents empowerment. Focused on customer centricity, pragmatism, and P&L balance. Autonomous and creative. Able to transform organisation complex in a local or international environment.Behind the scene | key competencies- Growth mindset, empathic and solution oriented- Complex project management & delivery (incl. all the customer eco-system, web, APP, digital mktg, CRM, social and data) to ensure top notch capabilities for a best-in-class omnichannel CX- Key stakeholders management (anticipation, risk management, reporting and P&L focus)- Ability to navigate business and IT (going beyond vendor speech and get the right scope defined), set-up the joined roadmap, ensure KPI's tracking and a suitable governance- Passion for creativity and augmented decision making thru data (no A.I fancy stories)- Curious about tech and people (from GPT to mid journey, able to deal with product owners, project managers and business analysts or UX designers, CRM specialists, DM experts, data)Marketing and digital are not only about technology, it's about being human & skills focused. It's about company DNA, the visions and the strategy. It's about the Why, the How and the impact. It's to be customer driven and get a commun understanding of what "digital" means for us in a given context, the resources in place (culture & financials). It's about excellence in execution, strong vendors or partners management, where most of the reality will happen.On the stage:Role model, I walk the talk and care about others. I like to communicate, share and get feedback. I am happy to get-up everyday and contribute to the mandatory world transformation.

Michaël Chopard's Current Company Details
SEVJ SA

Sevj Sa

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Customer experience Director | Board member | Human centric | Purpose driven
Michaël Chopard Work Experience Details
  • Sevj Sa
    Directeur Expérience Clients
    Sevj Sa Dec 2023 - Present
    L'Orient, Vaud, Ch
  • Transports Publics De La Région Lausannoise Sa
    Directeur Marketing | Membre De La Direction Élargie
    Transports Publics De La Région Lausannoise Sa Sep 2022 - Dec 2023
    Renens, Vaud, Ch
    Key results:- Defined and implemented the marketing strategy for tl and leb. Strategic realignment with the 2030 corporate vision.- Significant raise of performance indicators including transport and non-transport revenues, as well as customer satisfaction. Redefined governance body for a better customer centricity.- Revitalised a team of 3 executives representing a group of 15 employees in all. - Took on financial responsibility to find efficiency during energy crisis (Opex & Capex budget and supervision of service purchases in accordance with current public market governance & rules).- Build new foundations for cooperation & trust with key internal partner: IT, finance and human resources. - Facilitated the definition and alignment of the IT roadmap for the marketing unit, the clarification of CRM-related investments and provided expertise on the corporate sustainability strategy.
  • Self-Employed
    Digital Transformation & Digital Marketing | Senior Consultant
    Self-Employed Oct 2021 - Sep 2022
    Executive advisory on digital marketing, digital transformation and culture changeVarious industries (FMCG, Fashion, Software SAAS, PR & Media, Public authorities)
  • Firmenich
    Global Perfumery Digital Business Development Director + Global Head Of Digital Marketing
    Firmenich Jul 2020 - Oct 2021
    Meyrin-Satigny, Geneva, Ch
    Member of the Perfumery and IS executives teams. Reporting to the Chief Innovation & Consumer Officer and dotted line to the Chief Digital and Information Officer, 5 direct reports & 15 indirect. Global role.Key results:• Growth of digital platforms and online sales in strategic areas (% can't be disclosed)• Successful launch of new corporate website and key digital components in the assigned budget & time. Shift from displayed content to persona-based experience enhancing the engagement funnel.• Increase in digital marketing activity pipeline and new sales lead generation (Conversion rate can't be disclosed).• Implementation of the customer experience framework and customer data analytics mindset across the sales excellence community• Regular start-up scouting & assessment leading to 2 relevant opportunities and potential venture capital investmentsScope:After having designed the digital strategy and being accountable for the end-to-end digitalization of the business value-chain, I ensure the coherence of the IS investments for the Perfumery division while tracking program execution against business objectives. Co-driving sales & marketing transformation and supporting augmented creation. Extensive travels, specially in China & US.
  • Firmenich
    Global Customer Digital Program Director + Global Head Of Digital Marketing
    Firmenich Oct 2017 - Jul 2020
    Meyrin-Satigny, Geneva, Ch
    Member of the IS executive team, reporting to the Chief Digital & Information Officer, 5 direct reports & 15 indirect. Global role.Obsessed by customer and tech innovation, I lead a cross functional team to execute the digital transformation and bring tech intelligence to Humans. With a special drive on the customer facing strategic initiatives, I re-invent the right balance between physical & digital touchpoint from attraction to retention (covering Digital Marketing, E-commerce, Marketplaces, CRM and Data analytics + social listening).How do you bring the latest tech intelligence to support & transform your business ?Education, awareness and learning on failures are my preferred topics. Re-designing, re-thinking the value-chain because it will be anyhow disrupted, it's my daily mindset. Focus on people, not only on technology.From design to execution, from innovation to project, I like complex journeys and overall results & delivery !Scope :- Digital marketing & E-Commerce lead : team management, steering committees manager- Digital Program lead : governance, reporting, P&L- Digital Program communication lead : digital days events, innovation lab immersion- Digital Innovation advisory : member of the innovation steering committees, Start-up scouting
  • Tpg
    Marketing, Business & Digital Deputy Director
    Tpg May 2011 - Sep 2017
    Le Grand-Lancy, Ch
    Member of the extended Direction, reporting to the Sales, Marketing and Communication Director, 18 direct reports and 80 indirect - Impact on top line with 15% of new digital sales on average and on bottom line with 5% distribution costs reduction over 5Y.- Designed and implemented the “mobile 1st” strategy supported by the customer exp. Framework. Includes mobile APP’s, e-com, CRM & Data analytics, digital marketing activities.- Created from scratch the customer real-time information BU. From 3 to 10 people, contributed to the raise of the traveler satisfaction from 7.9 to 8.5 in 5 years.- Acted as a TPG rep in key Great Geneva projects like Leman Express customer experience design, cross-borders lines market competition. Managed to keep TPG market shares & revenues saved.I made it mainly thru digital successes and change management. Merging business and technical skills to design and launch the TPG real-time-app, the e-commerce (webshop), revamping the corporate website (brand management) and being the 1st public transport operator to launch an open data initiative thru innovation platforms and API's. What a digital journey there ! I initiated the development of online communication and Digital Marketing while starting to be a data driven business unit. That was not perfect, pains, emotions, but we made it happened.I have learnt a lot on humanity in the public sector. Reward, leadership with care and ambition to tackle the mobility disruption.
  • Tpg
    Marketing, Brand & Digital Manager
    Tpg Mar 2006 - Apr 2011
    Le Grand-Lancy, Ch
    Reporting to the Sales, Marketing & Communication Director, 4 to 8 direct reportsHow to deal with 500K travelers/day looking for information ? Which experience for the Euro 2008 extra football fans ?How do you attract talented people to one of the most boring city service ? - (re) brand positioning from commodity to lifestyle level- Designed & conceptualised printed supports : magazine (Ou bien ?!) & City guide (Le Renard sur la lune)- Conducted quanti & quali market studies to capture consumers trends with specific focus on time relationship & behaviours shifts towards climate change- Prepared ground for technology disruption coming with smartphones and started to design travellers experiences
  • Federal-Mogul Motorparts
    Emea Product Manager
    Federal-Mogul Motorparts Mar 2001 - Feb 2006
    Southfield, Mi, Us
    Automotive aftermarket, 50'000 people. revenue CHF 7.2bnReporting to the EMEA Product Director, in charge of the category management, trade marketing material, cost reduction and sales support (brand & promotion).- Successfully launched the MOOG brand in the region. Increase of sales from MCHF 40 to 50 in 5Y. Extensive Brand management (reach and positionning)- Designed and implemented a cost reduction plan with global procurement ensuring a -5% cost reduction per year. (E.g., decentralized packaging capabilities, new sources/plants scouting)Imagine to replace a german brand by an US brand in the automotive aftermarket !?Yes, we did it ! I drove the "MOOG" brand launch that happened in 2001 thanks to a great proven human management thru a multi-cultural environment. As a key support for all the EMEA sales team, we drove across the regions to promote and advertise our competitive advantages.No doubt, with 35% sales increase in 5 years, it was a success ! I managed the 2'000 sku's of the steering & suspension range, sourced from internal plants and 3rd party suppliers. Supply chain strategy was instrumental in this very tense context. It was mainly about cost reduction, plant prospective and advise on packaging. My ability to connect with my network made of technical experts, sales rep. and customers, helped a lot in this story. I have learnt the multinational mindset thanks to this experience.
  • Klm Cargo
    Cargo Employee
    Klm Cargo Mar 1999 - Mar 2001
    Schiphol, Noord Holland, Nl
    Reporting to the head of customer service, in charge of the customers relationships and freight shipments operational excellence. - Customer base relationship management to secure freight shipping with KLM Cargo.- Operational planning & shipment management, booking and follow-up. Missing cargo cases handling and administrative excellence in export & import documents release.- Audit member, successful ISO quality certification for 4 affiliates in 2 years.I cared about customers demands to ensure a top-class freight service. Developing relationship, ensure routes awareness and commercial terms were my main duties. Internally I developed a worldwide network thanks to my internal auditor function. I learnt frankness and rigor. Flights don't wait for you and customers want their goods in !
  • Swissair Aviation School
    Customer Service Employee
    Swissair Aviation School Feb 1997 - Mar 1999
    Kloten, Zurich, Ch
    Reporting to the head of customer service, in charge of the customers relationships and freight shipments operational excellence. - Operational planning & shipment management, booking and follow-up. Missing cargo cases handling and administrative excellence in export & import documents release.- Customer base relationship management to secure freight shipping with Swissair.I cared about customers expectations and when it's about time & money, they are high !Making sure they had a top-class freight service and being a long term partner for their cargo shipments.Organizing outbound & inbound transportation to ensure goods flows was in my duties together with load planning.Having a 1st job in the Swissair Group was a great chance for me. Service & Service.

Michaël Chopard Education Details

  • Massachusetts Institute Of Technology
    Massachusetts Institute Of Technology
    Beyond Smart Cities "Emerging Design & Technology"
  • Insead
    Insead
    Strategy In The Age Of Digital Disruption | Artificial Intelligence Specialization Track
  • University Of Geneva
    University Of Geneva
    Digital Marketing
  • Ecole De Commerce, St-Jean, Geneva
    Ecole De Commerce, St-Jean, Geneva
    Bachelor Of Commerce - Bcom

Frequently Asked Questions about Michaël Chopard

What company does Michaël Chopard work for?

Michaël Chopard works for Sevj Sa

What is Michaël Chopard's role at the current company?

Michaël Chopard's current role is Customer experience Director | Board member | Human centric | Purpose driven.

What schools did Michaël Chopard attend?

Michaël Chopard attended Massachusetts Institute Of Technology, Insead, University Of Geneva, Ecole De Commerce, St-Jean, Geneva.

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