Freelancer profile translated to English.
Back to original languageAbout Arnaud
Expert in management, change management, and complex project management, I have been supporting teams for over 20 years to create value, facilitate work, and improve processes.
Through an operational and pragmatic approach, I act as a facilitator and conductor to successfully manage marketing, sales, or technical projects that I undertake.
My operational side is essential because it allows me to focus on concrete, achievable objectives and to unite teams around tangible and accessible actions.
I am curious, entrepreneurial, and solution-oriented, which allows me to find new areas of work and be efficient within a team. It is this dynamism and operational approach that are my strength and allow teams to move forward quickly and effectively to meet your challenges.
Finally, I have a triple expertise in marketing, technical, and digital, which allows me to easily bridge the gap between different departments in an effective and collaborative manner.
I have been a manager for over 20 years, including a manager of managers, and leading teams is a real source of motivation.
---WHY ME?
- I am an experienced manager; I have led diverse teams and managed managers.
- I am an operational manager: a "doer" profile, I enjoy undertaking, building as a team, and bringing real added value.
- I am a unifier; I provide meaning, I am close to the teams, and we build together.
- I am customer-centric: all my experiences are client-oriented.
- I have triple expertise in marketing/business, technical, and digital, so I interact easily with all teams.
- My interpersonal skills are an asset for leading teams and projects.
--- So, let's see together how to develop your project!
French
Native or bilingual
English
Fluent
Spanish
Conversational
Can work on-site
Paris (up to 50km)
Experience
- RevcooFreelance ConsultantCONSULTING AND AUDITSJanuary 2021 - Today (5 years and 5 months)Paris, FranceExpert in management, change management, and complex project management, I have been supporting teams for over 20 years to create value, facilitate work, and improve processes.I now bring my customer-centric vision and operational consulting to generate value for the clients I advise.INTERVENTIONS> Management of multidisciplinary teams (business, customer relations, IT)> Process improvement and redesign> Launch of offers, businesses, startup support> Budget control and optimization> Arbitrations and project management
- Bouygues TelecomChief Fraud Officer, Department ManagerTELECOMMUNICATIONSDecember 2018 - November 2020 (2 years)Vélizy-Villacoublay, FranceI led the anti-fraud department at Bouygues Telecom and reduced fraud by over 25% in value by adopting a customer experience approach and developing digital innovations.I paid particular attention to employee experience by adapting processes, developing skills, and professionalizing work methods.ACTIONS / ACHIEVEMENTS> Professionalization of the Department's work methods: processes, operating procedures, internal organization> Reorganization of teams to be closer to customer needs (response times, processes, quality delivered, efficiency)> Development of customer experience within teams> Management of several IT solutions (budget > €1M/year)> Management of the deployment of a documentary control solution in physical stores (from RFP to IT implementation, with IT team management)> Transverse management of sales teams in the domain
- Bouygues TelecomFixed Customer Marketing Manager, Department ManagerTELECOMMUNICATIONSJanuary 2016 - November 2018 (2 years and 11 months)Vélizy-Villacoublay, FranceI managed the internet customer base (3.5 million customers), reduced churn, and managed all technical and customer experience projects related to the fixed line.With my teams, I redefined Bouygues Telecom's anti-churn strategy by reviewing processes, leeway, customer journeys, and all customer relations messaging.I defined and deployed the migration strategy from ADSL and cable to fiber (FTTH) with dedicated customer journeys and innovative solutions.I initiated and managed several initiatives to increase average revenue per user (ARPU/ABPU) through "more for more" and "same for more" schemes, while mastering the customer experience.ACTIONS / ACHIEVEMENTS> Team structuring (recruitment, training, follow-up)> Overhaul of cancellation customer journeys (digital journeys, sales advisor scripts/guidelines)> Creation of re-engagement offers> Management of customer advisor leeway> Churn modeling and forecasting> Acquisition performance analysis> Creation and management of a study on churned customers
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Education
- Master's DegreeInstitut Mines-Télécom Business School2002Institut Mines-Télécom Business School est une Grande école de commerce fondée en 1979, internationalement reconnue et accréditée AACSB et AMBA. C'est l'école de commerce du plus grand groupe d'écoles d'ingénieurs de France : l'IMT.
Certifications
- Agility and ServicesESSEC Business School2015