Baptiste Theissier

Deputy Director in charge of Sales Administration, Refurbishment, Customer Service & After-Sales Service activities from vehicle purchase to delivery in B2C.

- Optimization of cost, quality & deadlines: 18% reduction in transport costs, supplier rationalization, reduction of operational errors (-15% in value), improvement of delivery times (+20% on stock / +35% import), +0.3 pts in customer satisfaction score (annual average).

- Team productivity: change management following an internal reorganization, reduction of 5 FTEs.

- Remediation/control of operational risks: fines (-€150K in proceedings), registrations (+€140K reimbursement), cash (€2.2M in suspense).

- Support for business cessation: dispute closure, management, handover.

Director in charge of the entire downstream supply chain: from parts reception at the warehouse to delivery to our customers.

- Customer service: outsourcing of the service (45K tickets: phone, emails, chat).

- Optimization of stock levels: stocking, replenishment, returns (unification of distribution channels with an 8-point reduction in the stockout rate).

- Supplier management (€2.8M in expenses): projects, cost, processes, contracts, operational activities in logistics & transport.

- Responsible for the ERP (Prios) and its evolutions: training, processes, IT interfaces, migrations.

- Data: implementation of the data cube and management of dashboards.

- Payment: responsible for tools (implementation of 3x interest-free installments, implementation of a second PSP).

- Sponsor of the Customer Experience committee: implementation of new features (mobile payment, drive to store, ship from store).

- Management of the rebranding: new logo, new packaging, phasing out of the old logo.

Manage the brand's omnichannel distribution by managing the ERP (PRIOS) and its interfaces (POS system/Marketplace/CMS) and by overseeing the logistics & transport provider:

- Sponsor and active participant in the digital transformation of the Roland Garros brand (implementation of a new ERP, CMS & POS).

- Responsible for Business Intelligence (ReportOne): process automation, data prescriber for IT & creation of multi-service dashboards.

- Recruitment of temporary staff: retail & logistics (over 200 recruitments per year).

- Management of the tender for the outsourced logistics provider: specifications, candidate tracking, implementation.

- Implementation of processes to optimize the supply chain (dashboards, operational actions with our suppliers): forecasts, supplier purchases.

- Creation and maintenance of our replenishment management: one item sold = one item replenished with substitution management.

- Develop and maintain a high level of service to guarantee our store offerings (20 stores), our e-commerce, and our marketplaces (Amazon, Galeries Lafayette…).