About Christophe
Aider les entreprises ou les startup, en posture early stage ou scale up, les PME-PMI ou associations à penser et exécuter leur stratégie qualité de service aux clients, partenaires, fournisseurs en toute excellence opérationnelle.
J'accompagne sur des sujets d’acquisition, d'expansion et de rétention client via la relation client, soit par l'amélioration de la situation existante, soit via la mise en place de nouveaux outils CRM, parcours client ou nouvelles organisations. Mon objectif est de faire en sorte que l'entreprise ou l'équipe passe une étape dans son développement pour atteindre l’excellence opérationnelle, la satisfaction client en autonomie.
Pour les tarifs je m'adapte en fonction de la nature de la mission, soit stratégique soit opérationnelle.
English
Fluent
French
Native or bilingual
Can work on-site
Paris (up to 50km), Lyon (up to km), Toulouse (up to km), Marseille (up to km), Lille (up to km)
Experience
- Aqaba - conseil stratégie clientConsultant customer strategy - sales & service - Lean management serviceCONSULTING AND AUDITSSeptember 2020 - Today (5 years and 9 months)Paris, Francehttps://aqaba-csc.com/Missions réalisées : Assolib ongoingVelostation Toulouse - Delicorner - La Belle Assiette - JOTT - STUDI groupe Galileo Global Education - DPDgroup (Geopost) - Ankorstore -Consulting and guiding compagnies to think and execute customer service strategy to achieve operations excellency. Building retention, acquisition strategy and KPIs dashboard for executives.-> Customer care - sales&service operations - team development & management - service cultural integration - customer voice collection programPricing system depends on the scope of intervention, either strategic or operational.
- GoCater an EzCater brandCustomer&partner Opération DirectorE-COMMERCEJanuary 2019 - May 2020 (1 year and 5 months)Paris, FranceCATERER B2B MARKETPLACE - France / GermanyBuilding the customer operations team from start-up to scale-up-> With an insanely helpful team, engaged and motivated : 0% voluntary turn-over-> Getting more clients using our services ! : 10% sales conversion rate on SEM inbound calls-> And customers ordering (again and again) : 4,6 TP satisfaction score & 90% retention score- Design customer service strategy in line with P&L : service tool and improvements processes- Recruiting and managing operation team : recruiting, training and quality strategy- Implementation of an innovative and native CRM tool : predictive task management
- BNP PARIBAS SAManagerBANKING AND INSURANCENovember 1991 - December 1995 (4 years and 1 month)Paris, France
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Education
- Programme d'appui commerce&managementEM Lyon1989ECOLE SUPERIEURE DE COMMERCE LYON - EM LYON – equivalent to business school Programme d’Appui à la Création d’Entreprises Innovantes
- Master marketing et communicationESCOM Lyon [Ecole Supérieure de Communication et Marketing]1989Diplôme communication&marketing option sponsoring & mécénat
Certifications
- Black Belt LEAN 6 sigma ServicesXL Formation2017
- Online Executive Certificate Advanced Strategic ManagementEDHEC Business School2021