Nicolas Lenoir Email and Phone Number
Nicolas Lenoir's Location
Greater Paris Metropolitan Region, France, France
Nicolas Lenoir's Contact Details
Nicolas Lenoir work email
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Nicolas Lenoir personal email
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Nicolas Lenoir phone numbers
About Nicolas Lenoir
With 20 + years of professional experience, I have developed a strong and recognized leadership capability and various skills in Business Strategy, Call Center Management, CRM, Operation Management, Supply Chain, General Management, Ebusiness and project management in complex and international environment.Specialties and expertise include multichannel, omnichannel, customer service, customer experience, call center management, CRM, NPS, customer delight, customer satisfaction, supply chain, purchasing, customer delight, operations management, strategy, sales support, general management, business unit management.I have been a guest speaker to several professional conferences.
Nicolas Lenoir's Current Company Details
Nicolas Lenoir Work Experience Details
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Global Head Of Customer ExperienceBelron® International Jun 2021 - PresentEgham, Surrey,, GbI drive the improvement of Customer Experience across Belron, governing process improvements, leveraging new technologies and ensuring seamless end-to-end coordination of functional plans that improves motorist and key account services.
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Chief Operating Officer (Acting Md)Carglass® Maison Feb 2018 - Jun 2021Saint-Pierre-Des-Corps, Centre-Val De Loire, FrFollowing the acquisition of Maisoning by Carglass/Belron, I lead the transformation of the business.Responsibilities include :- Engage field and central operations throughout the transformation process (500 people)- Define and implement the strategy to get back to profitable growth - Redesign process, organisation and structure- Implement a performance management cultureExample of actions carried out : - Development of a homogeneous service offer throughout France- Footprint development in Paris area- Set up of a new regional organisation- Centralisation of first contacts - Design and implementation of new KPI's based on customer satisfaction, efficiency and commercial effectiveness - Implementation of a culture of performance management -
Global Head Of Customer Insight & Strategic ProjectsBelron® International Jun 2014 - Feb 2018Egham, Surrey,, GbAs the Global Head of Customer Insight & Strategic Projects, I have the following responsabilities :- Lead a cross functional team of Customer Insight experts- Build and Share pertinent and reliable Customer Insights to support the countries in their Transformation process. - Define and Implement a Big Data strategy in close link with the Digital & IT Team- Collect, Amplify and Analyse customer feed backs, especially customer reviews- Specifically support some countries in defining and building their 5 years strategic plan. As such I have been working with Turkey, Austria and Scandinavia This is a global mission.
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Director Europe For Belron SpecialsBelron (Carglass) Mar 2011 - Jul 2014Belron is the parent company of Carglass, Autoglass, Safelite, etc..Specials is the Belron division for non car vehicles, it includes trucks; bus&coach; off road vehicles, trams and trains. Specials represents a yearly turnover of about 80 millions € and 500 employees.As the head of Specials for Europe, overseeing 10 countries, my mission is to create, develop and implement a customer focused strategy to bring greater efficiency and flexibility to the operations and the supply chain leading to profitable growth. I am part of the senior leadership of the Belron group.Main responsibilities include : • Increase Sales, Market Share and Profitability• Define with the different countries the best strategy for Specials in their local market• Define and lead our International Key Account (IKA) strategy • Define and implement the purchasing strategy - leading purchase negotiation• Build an efficient supply chain focusing on reducing time to serve• Through best practices, relentlessly improve the Customer Experience• Develop a world class team -
Regional Head Of Service DeliveryBelron Mar 2010 - Mar 2011Egham, Surrey,, GbBelron is the parent company of CarglassResponsible for ensuring that every job opportunity results in a delighted customer. This is achieved by partnering with Belgium, Netherland, and France. Identify, share and live best practices that improve performance in Total Net Conversion Customer Delight, and Productivity. Central lead of worldwide projects that support a continuous improvement in the customers’ experience
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Customer Relationship DirectorCarglass Oct 2007 - Mar 2010Courbevoie Cedex France, FrIn charge of the multichannel customer experience, including web, phone and face to face.Managing 3 departments : Contact Center, Recovery Center and Field Through a consistent multichannel approach and by revisiting the Front Office Processes, I have led to a step change in the customer experienceMain achievements include :- Launch of NPS - Design and implementation of a new customer experience, tracking down inefficiencies and unconsistency- Engaging the field operations into the customer experience, thus closing the gap between contact center people and field operations- Strong KPI uplift (conversion, NPS and efficiency) -
Call Center DirectorCarglass France Apr 2005 - Oct 2007Son, NlManagement of two in-house call centers (Courbevoie et Poitiers)o 400 agents and their management, project management, performance management, quality and training department o Budget responsibility : P&L management Main achievements o Two Awards in terms of Social practices : « Casque d’Or des meilleures pratiques sociales » and « Label de Responsabilité Sociale »o Rework of HR policy : recruitment, salary scheme, training and careers developments for agents and staff o Project management : set up of a new call centre in Poitiers, set up of a workforce management tool, set up of new CRM tool (Remedy) - High improvement of KPI : conversion rate (best in class compared to other countries of the group), abandon rate, staff satisfaction, turnover divided per two, absenteism<5% -
Customer Care DirectorTelecom Italia France Oct 2003 - Feb 2005Milano, Italy, It• Set up of operations : define processes, business rules, organization, and reportings• Management of in-housed Front Office and Back Office activities (220 CSRs)• Contract Management of outsourced activities (Overflow, Archiving, Digitalization, etc..) -
Head Of Project And Support Department (9 Telecom)Sfr Jul 2001 - Oct 2003Paris, Île-De-France, FrDec 02 – Oct 03 Head of Customer Service for Residential and SOHO Customers,• Outsourced Front Office (150 positions with SNT) : Management of the relationship with the outsourcer (quality and budget control)• In-housed tier 2 (complaint department - 20 people) : define rules and processes, set up quality controls and improvement plans• Debt Collection Management : Follow up letters and outbound calls, litigation (outsourced)July 01 – Dec 02 Head of Support and Project Department,• Management of a 15 people team• Department responsibilities include : training policies, procedures writing and implementation, quality control, project management, call center sales• Lead the implementation of a comprehensive CRM Project (budget : 10 millions €) with Accenture as a software integrator and SIEBEL as a software solution. -
Crm Project ManagerIng May 2000 - Jul 2001Amsterdam Zuidoost, Nl• Define call center strategy and organization (In-house vs. Outsourcing) • Specify CRM detailed specifications• Lead a team of 5 consultants in charge of implementing the CRM solution (SIEBEL) -
Product ManagerAvaya (Ex Lucent) Jun 1999 - Jun 2000Morristown, New Jersey, Us• Responsible for product introduction for the French market (DEFINITY and related applications like CentreVu CRM solutions, Voice & data convergence...) including training, pricing, sales tools.• Production of sales and marketing tools for the Enterprise segment (presentations, customer testimonials, CD Rom...)• Organization of special vertical events and trade shows (Interop)• Market intelligence for Large Telephony and Call Center solutions• Referencing of 3rd party solutions to build a complete Lucent CRM offer for France• Communication activities around Lucent enterprise solutions : Press interviews, guest speaker at seminars, trade shows... -
Account ExecutiveInvest In France Agency Jan 1995 - Jun 1999Paris, FrFrench government agency in charge of assisting North American companies in setting up or expanding operations in France. January 1994 - Associate Director, Eastern States & Québec, and Call Center Coordinator May 99 Serve as liaison and advisor for American companies located on the East Coast. Responsibilities include managing projects, prospecting companies, establishing contacts with high-level executives. Expertise includes writing site selection studies, negotiating financial incentives packages, including tax and legal advice, and organizing site visits. Work extensively in the New York and Philadelphia areas with numerous Fortune500 companies.March 1996- Project Manager for Call Centers. Responsibilities include conducting a joint marketingMay 99 campaign with France Telecom (yearly advertising and direct marketing budget of $620,000) and leading a task force. Work involves promotion of France as a location for pan-European call centers. Give numerous presentations on France at various trade shows and seminars. Work on call center projects of companies such as Capital One, UPS, NCR, Dun & Bradstreet.
Nicolas Lenoir Skills
Management
Crm
Customer Satisfaction
Business Strategy
Strategy
Operations Management
Call Centers
Call Center
Customer Experience
Change Management
Outsourcing
Customer Service
Team Management
Omnichannel
Leadership
Ebusiness
Multichannel
Telecommunications
Supply Chain
Business Development
Team Leadership
Cross Functional Team Leadership
Supply Chain Management
B2b
Continuous Improvement
Net Promoter Score
Procurement
E Business
Multi Channel Marketing
Program Management
Project Management
Multi Channel Retail
Negotiation
Digital Strategy
Customer Insight
Customer Reviews
Marketing Strategy
Business Process Improvement
Customer Relationship Management
Contact Centers
Nicolas Lenoir Education Details
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Escp Business SchoolSales -
Bloomsburg State University (Us)Corporate Strategy
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Institut Commercial De Nancy (Icn)
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Lycée De L'Essouriau
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Lycée Lakanal
Frequently Asked Questions about Nicolas Lenoir
What company does Nicolas Lenoir work for?
Nicolas Lenoir works for Belron® International
What is Nicolas Lenoir's role at the current company?
Nicolas Lenoir's current role is Global Head of Customer Experience at Belron® International.
What is Nicolas Lenoir's email address?
Nicolas Lenoir's email address is nl****@****ahoo.fr
What is Nicolas Lenoir's direct phone number?
Nicolas Lenoir's direct phone number is +4417844*****
What schools did Nicolas Lenoir attend?
Nicolas Lenoir attended Escp Business School, Bloomsburg State University (Us), Institut Commercial De Nancy (Icn), Lycée De L'essouriau, Lycée Lakanal.
What skills is Nicolas Lenoir known for?
Nicolas Lenoir has skills like Management, Crm, Customer Satisfaction, Business Strategy, Strategy, Operations Management, Call Centers, Call Center, Customer Experience, Change Management, Outsourcing, Customer Service.
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