About Safouane
A professional leader with 7 years experience in Customer Experience, in Travel and Hospitality industry, and Financial Services with strong digital and business skills, implementing customer centric strategies and managing international multi-millions projects with multiple stakeholders (IT, Product, Marketing, Business HUBS, BI, Operations..).
Former CX & VOC leader of Accor Group Headquarter (5000 Hotels, 42 Brands in 100 countries) but also volunteer and ambassador of internal Employee Experience initiatives, (Employee Satisfaction Barometers, Team buildings, new ways of working..) and currently leading CX activity as CX Expert (B2B) for Sodexo Benefits and Rewards Services in France (220 000 merchants network : Retail & Fashion, Restaurants, shopping stores…)
French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Sodexo Benefits and RewardsHead of CX Strategy and PerformanceCONSULTING AND AUDITSJune 2022 - Today (4 years)Paris, France
- ACCORHead of Global CX Projects & Solutions - Global Customer Experience Strategy & InsightsHOSPITALITYJanuary 2019 - June 2022 (3 years and 5 months)Île-de-France, FranceResponsable des projets et solutions de mesure de satisfaction et l'expérience client, (Périmètre : Worldwide +4500 Hotels), rattaché à la Vice-Presidente Customer Experience Strategy 1 .Pilotage des projets transverses Voix du Client et Stratégie conversationnelle :- Travaille avec des équipes transverses sur des thématiques diverses pour la mesure de satisfaction des clients (Marketing, Data & BI, Worldwide BUs, Operations, Well-Being, IT, New Businesses...)- Promeus la Voix du Client en interne pour la mise en pratique d'une stratégie "Customer Centric"- Mise en place de nouveaux canaux d'engagement et parcours clients : WeChat, Whatsapp... 2. Budget et Contrats :- Gestion du budget RUN/BUILD/EQUIPE- Gestion du contrat de nos Partenaires (Mutli Millions Euros), du RFI/RFP, négociations à la signature 3.Management : (10+ Collaborateurs)- Encadre et anime l'équipe interne CX Projects & Tools : (3 collaborateurs)- Animation et suivi de performance des équipes externes : (8 collaborateurs)- Fait grandir les collaborateurs dans leurs missions et acquérir des nouvelles compétences
- ACCORProject Manager- Global Customer Experience & ReputationOctober 2017 - January 2019 (1 year and 3 months)Île-de-France, FranceChef de Projet (VOG - Voice of the Guest) basé au Siège Monde d'AccorHotels à Paris, Interlocuteur principal avec les équipes régionales et internationales marketing, expérience client, support local et le prestataire.
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Education
- Executive Master - Marketing, Business Practices and Digital StrategyIAE Paris - Sorbonne Business School2022Executive Master - Marketing, Business Practices and Digital Strategy
- Master's degree, Management des organisations: Tourism and Hospitality ManagementUFR ESTHUA Tourisme et CultureMaster's degree, Management des organisations: Tourism and Hospitality Management
Certifications
- CX Professional - Master Customer ExperienceForrester2020
- Performance et agilité dans le travailHEC2020