Christophe Scarton Email & Phone Number

Lausanne, Vaud, Switzerland

Some companies think to reinvent themselves; some others just do it. PMI is transforming its model and gave me the opportunity to participate to this massive shift to a smoke-free future. In the omnichannel CX team, we lead the whole design and development of the consumer experiences cross categories based on consumers’ profiles, and we run the digital marketing and ecommerce operations. We have the privilege to manage consumer data, to develop audiences and profiles based on advanced analytics and to design the consumers’ journeys cross channels: brand retail, Ecommerce, Consumer service, Indirect Retail. We thrive for the excellence in execution in each channels’ experiences, while ensuring consistency, coherence and balance across all of them. We focus on the moments of truth of our consumers’ journeys to remove frictions and delight our legal age users with meaningful and superior experiences.Omnichannel consumer experience is not a department, but a mindset and a vision.

Lausanne, Vaud, Switzerland

Consumer engagement programs are dedicated to accompany our users in their journey to shift to better alternatives. I have the chance to lead cross-functional teams in charge of the whole consumer programs, from acquisition to advocacy, globally. We are obsessed by the customer voice and by the respect of data privacy. We shape the relevant audiences and segments for all of our categories, and we develop for each of them relevant consumer programs to accompany them in their journey to shift to better alternatives. Our mission is to orchestrate data driven engagement strategies supporting our brand values and purpose, always on a responsible manner, always focused on our legal age users' satisfaction.

Lausanne Area, Switzerland

Customer experience is much more than a buzzword, especially for Nespresso where customer centricity belongs to our DNA.I had the privilege to build and lead great teams dedicated to Consumer Insights and Competitive Intelligence, Data Science, CRM /direct marketing campaigns and Customer Experience Management. Our mission was to shape the future of the customer experience, driven by both a strong analysis of our customer needs and a real appetite for Innovation and design thinking. Based on strategic insights provided by advanced predictive models and AI, we shaped the global CRM & CEM strategy, defined the more relevant offers for our consumers, developed the marketing technological capabilities and support our markets to implement successfully the best level of services for our customers B2C and B2B, via centralized, regionalized or localized operating models. A cross functional role connected with the entire organization giving the opportunity to work with amazing teams in the different departments and markets of Nespresso. At the end, only one ambition : create exceptional and memorable experiences.

Geneva Area, Switzerland

In charge of developing Accenture Interactive for Switzerland, Austria and Germany. Main assignments around digital strategy (acquisition, investments optimization and attribution), digital transformation (definition of the operational models, organization of the change management and choice of relevant technologies), customer experience strategy with one common goal: generating value both for our international clients and their consumers. Led the marketing automation practice, allowing to develop personalization at scale projects, from data collection management to omni touchpoints consumer campaigns orchestrations. Part of a global network mixing both technological and business expertises, allowing to shape the future of the consumer experience for high end clients in luxury and CPG.

Co-founder of a BtoB ecommerce marketplace, dedicated to digitize the interactions between the restaurants and their supplier, with a creative business model based only on performance.In charge of the web development team, the partnerships and the e-marketing functions. My role was focused on optimizing the user experience and the whole performance of the website, from acquisition to conversion. As a shareholder, I was involved in the fund raising process. Entrepreneurship is a great experience : manage uncertainty, adapt yourself, solve problem, learn quickly are some of the assets you catch every day.

Aix-En-Provence Et Paris Area, France

Executive committee member. In charge of the full scope of the customer experience management, from data, CRM, digital/mobile and aftersales services for TopAnnonces.fr and Logic-immo.com medias with an international scope: France, Belgium, Czech Republic, Switzerland. Management of a team of 34 specialists: data managers, mobile developers, CRM experts and customer care specialists. Directly responsible for the whole customer satisfaction, the optimization of the efficiency of the CRM activities and the digital transformation: revamp of the customer care strategy, implementation of SAP CRM with Ipad/IPhone mobile features, automation of the marketing campaigns multi-channels, sponsor of lean 6 sigma methodology.

Marseille & Paris Area, France

Dedicated to middle market companies and starts-ups, in charge of developing the strategy service line. Missions in business strategy include: strategy definition and implementation, competitive intelligence, Business process modelling and re-engineering, operating model recommendations.Specialized in insights, CRM, digital and business innovation. Member of a specific innovation team dedicated within the French Ministry of Research & Technology to identify promising technologies and start-ups. Expertise in feasibility and technology studies, leading to decisions to fund the projects with public or private equity.

Executive Mba, Business Administration And Management, Major Digital Business With The Haas School Of Business-Berkeley,Ca

Executive Education, Artificial Intelligence

Executive Education Artificial Intelligence: Business Strategies and Applications

Nespresso Executive Leadership Course, Digital Business

Entrepreneurship & Strategy

Activities and Societies: BDE