Samuel Kinet Email & Phone Number

• Leading and developing the Customer Experience TeamCX Analytics / CX On-line Business / CX Store Operations / Social Networks / Contact Center / Country Merge / Restructuring / Cost Control-Reduction• Managing the strategy for customer experience for more than 70 physical stores (BeNeLux) and the Online business. • Working in the set up the Customer Experience and Customer Care department on the organization.• Assuring the quality of the contact center team and the service providers. With an external team of 200 agents and more than 2.000.000 user contacts/year (BeNeLux)• Working with cross-department teams to set new processes to improve customer satisfaction for physical and online store.• Delivering customer insights to the organization with studies and analysis like NPS, Mystery Shopper, Non Buyers to improve customer experience with different stakeholders.• Creation of a BeNeLux structure with optimisation of resources, implementation of systems and procedures in order to decrease costs and increase and achieve KPI's in the delocalised internal departments and with external offshore and inshore partners

Brussels Area, Belgium

- Creation and implementation of Retail procedures in an international system.- Management of a team of 30 in-house employees for efficient support at all stores of MediaMarkt and E-Commerce.- Support occurs by phone, mail, chat and social networks.- Centralization and then outsourcing of calls to an international structure with implementation of KPIs (volume of 1 million calls per year).- Establishment of a quality structure for an effective After Sales support with implementation of an international logistics structure.- Identify and assess customers' needs to achieve satisfaction- Build sustainable relationships of trust through open and interactive communication- Provide accurate, valid and complete information by using the right methods/tools- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution- Maintain financial accounts by processing customer adjustments- Recommend potential products or services to management by collecting customer information and analyzing customer needs- Follow communication procedures, guidelines and policies- Resolve customer complaints via phone, email, mail or social media- NPS reporting building with creation of a centralized and decentralized efficient dashboard showing the results of surveys with their specific root causes.- Mystery Shopping survey programming in all stores of MediaMarkt.

Brussels Area, Belgium

- Negociation of Service Level Agreements with the industry- Define the Services strategy and rules in a decentralized company- National after-sales representative for 30 stores and 450 suppliers.- Complete creation of the Service Belux method of work - Define and negociate the national framework/contractual basis whitin which the oulets can work decentrally - Determine supplier’s and product’s portfolio- Keeper of the MediaMarkt philosophy, make sure outlets follow the corporate guidelines- Expansion, opening of new outlets.- Creation of the Power Service concept: deliveries and installations @Home for the MDA, TV and other products available in the stores- Management services such as extended warranties, insurance all risks, proposal IT Support services in stores, Energy contracts, repairs in stores- Determination of terms and conditions (Sales, After Sales, returns, Extended Warranties, Insurances…)- Management of the Services POS- Management of Services P&L- Contact person for the management of commercial disputes related to the Ombusman of Commerce- GDPR SPOC for the Services & Solutions Department