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.

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.

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.