Freelancer profile translated to English.
Back to original languageAbout Arnaud
Over 20 years of experience in Marketing, Transformation, and customer operational projects (Orange, Bouygues Telecom, Startups), with strong digital skills and a solution-oriented mindset.
Today, I am an independent consultant in Marketing, Transition Management, Product Management, and Innovation/Transformation.
I am convinced that customer experience and employee experience are the keys to the success of your projects; that's why they are at the center of my attention and a guideline in the projects I undertake.
---WHAT I OFFER YOU:
Customer Marketing and Offers
- Performance of your acquisition
- Increase in your customer base revenue (more for more, ARPU, unit costs, ...)
- Direct marketing
- Retention: churn analysis and reduction, operational action plan
- Customer satisfaction: NPS, customer surveys, process analysis and improvement
- Offer creation and launch: from customer insight to product development
Transition Management
- Team management
- Manager of managers
- Change management
- Employee listening
- Crisis management, business transformation, reorganization
Product Management
- End-to-end product development
- Roadmap prioritization and arbitration
- Delivery monitoring
- Team coordination and governance
Transformation and Innovation
- Digital transformation
- Process transformation
- Emergence of new businesses and new revenue streams
---WHY ME?
- I have an entrepreneurial and curious profile: created several companies
- I am customer-centric: all my experiences are customer-oriented
- I have triple expertise in marketing/business, technical, and digital
- I am operational: I drive the solutions I propose, and they are truly implementable
- 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 12e Arrondissement (up to 50km)
Experience
- Revised.frFounder and CEOCONSULTING AND AUDITSJanuary 2021 - Today (5 years and 5 months)Independent consultant in Marketing, Transition Management, Product Management, and Innovation/Transformation since 2021.I bring my customer-centric vision and operational consulting to generate value for the clients I advise.I also created a web and marketing agency to provide digital consulting to my VSE and SME clients.> Performance analysis of acquisition> Customer base strategy, increase in unit value> Digital marketing strategy> Offer creation and launch> Retention strategy, anti-churn> Startup launch support> Digital strategy
- Bouygues TelecomChief Fraud Officer, Department ManagerTELECOMMUNICATIONSDecember 2018 - November 2020 (2 years)I managed 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 the employee experience by adapting processes, developing skills, and professionalizing work methods.> Reduction of fraud risk through innovative methods: KYC, analysis strategies, cross-data exploitation, scoring, etc.> Development of customer experience in anti-fraud solutions> Deployment of a document verification solution in physical stores> Significant reduction in churn and increase in customer satisfaction> Management of sales teams in the domain
- Bouygues TelecomFixed Line Customer Marketing Manager, Department ManagerTELECOMMUNICATIONSJanuary 2016 - November 2018 (2 years and 11 months)I managed the internet customer base (3.5 million customers), reduced churn, and oversaw all technical and customer experience projects related to the fixed line base.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 customer unit value (ARPU/ABPU) through "more for more" and "same for more" systems, while mastering the customer experience.> Overhaul of cancellation customer journeys and the entire anti-churn strategy> Creation of re-engagement offers and associated journeys/processes> Management of customer advisor leeway: budget, modeling, monitoring, customer relations management for associated KPIs> Churn modeling and forecasting: cohort analysis, complex churn prediction models including market events (private sales, promotion endings, ...)> Acquisition performance analysis: cohort analysis, ROIs, ...> Creation and management of a quantitative and qualitative study of churned customers
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Education
- Master's Degree (BAC+5)Institut 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