About Arnaud
Manager d'équipes depuis 20 ans, je prends plaisir à développer les compétences des personnes avec lesquelles je travaille, par une distance adaptée, de l'écoute, du support et de l'exigence. Grace à ces expériences j'ai développé mes compétences sur les sujets propres à la plupart des fonctions de management : Recrutement, formation, planification, management de la performance (délai, qualité et ventes, couts, reporting), management de partenaires et de contrats, prévision et pilotage financiers, gestion des relations sociales, rituels managériaux individuels et collectifs, gestion de conflits, licenciements
J'ai également développé, depuis 25 ans, une expertise du management des opérations et de l'expérience client, plus particulièrement dans les secteur Retail et Telco, dans des structures internalisées et externalisées : Réduction des contacts inutiles, résolution au premier appel, mesure et amélioration de la satisfaction client, gestion de partenaires/clients, négociations commerciales, offshoring/nearshoring, création de site, transfert de personnel, reprise de personnel, implémentation de CRM/logiciels de centres de contacts.
J'ai débuté ma carrière en travaillant exclusivement en mode projet, avec des équipes internes et des équipes PWC et IBM, et j'ai ensuite continué à travailler en mode projet en combinaison avec le mode 'run' inhérent aux fonctions opérationnelles.
La 2ème partie de ma carrière m'a offert opportunité de rejoindre des équipes de direction d'entreprise, de confirmer mon gout pour aborder les sujets dans leur globalité et prendre des décisions éclairées par une compréhension claire des enjeux commerciaux, financiers, et humains.
French
Native or bilingual
English
Fluent
Dutch
Conversational
Can work on-site
Lille (up to 50km), Lille (up to 100km), Bruxelles (up to 50km)
Experience
- CXM SERVICESAssocié gérantApril 2014 - Today (12 years and 2 months)59100 Roubaix, FranceManager of the company I created in order to commercialize consulting, management, representation, marketing and sales services
- Ebos LuxembourgMember of the Board Of DirectorsCONSULTING AND AUDITSJuly 2018 - March 2022 (3 years and 8 months)Differdange, Luxembourg-Member of the Board of Directors of a company providing outsourced customer relationship services, appointed by one of the 2 associated companies in this joint venture: participation in board meetings, voting on decisions.-Member of the operational supervision body of the company, composed of the general manager and a representative of each shareholder company, in charge of the close follow-up of the business (monthly): Sales and profitability, client portfolio, organization, monitoring of major developments. Main achievements :- Accompanied the General Manager in the implementation of the company's certification for services to the financial sector- Establishment of an objective framework on the levels of delegation (CEO/ steering committee/board of directors), with the CEO and the representative of the co-shareholder. (transition from an essentially informal mode of operation to a formalization of decisions on strategic subjects, and a more regular and attentive attention to the operation of the company)- Preparation with the general manager and the representative of the co shareholder of the decisions to be taken during the meetings of the board of directors: Budget, investments- With the general manager, renegotiation and rewriting of the contract with a historical and major customer of the company
- Yource Group (Formerly MIFRATEL)Member of the Country Board BelgiumCONSULTING AND AUDITSJanuary 2017 - March 2022 (5 years and 2 months)Ghent, BelgiumFollowing the acquisition by Mifratel - later renamed YOURCE - of Ebos and Contact Center Alliance, a coordination body for the different sites/companies in which I took part was set up in 2017 (named Country Board Belgium in 2020), with the aim of complementarity, synergy and homogeneity, then harmonization of practices between the entities, and creation of a common brand Main achievements:- Taking charge of cross-functional topics: alignment of compensation packages (achieved at manager level), coordination with IT departments of developments to serve operations, preparation of teams and processes for the implementation of the RGPD, negotiation and drafting of the 'telework' agreement- Accompanying a site manager in sensitive phases (start-ups, contract renegotiations, partnerships to be strengthened)- Lead and participation in the drafting and defense of several responses to calls for tenders: Telco, Energy, Finance, multi-country (Belgium, France, Netherlands, Spain, Morocco, Bulgaria) and multi-market (Belgium, Netherlands, Luxembourg, France), in a team, multi-cultural (Dutch, Dutch speaking Belgian, French-speaking Belgian), in French, English or Dutch
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Education
- Engineer's degree, Construction EngineeringHEI - Hautes Etudes d'Ingénieur1994Engineer's degree, Construction Engineering
- Master of Business Administration - MBA, Business Administration and Management, GeneralIAE FRANCE - Écoles Universitaires de Management2016Master of Business Administration - MBA, Business Administration and Management, General