Caroline Foussette

Recovery mission for a National Key Account FM Contract Context: urgent intervention on a multi-service FM contract in crisis: demobilized teams, team leader turnover, breakdown in client relations, operational and financial process failures. *Diagnosis & structuring: implementation of intervention tracking, quotes, control, and invoicing, and takeover of deliverables *Governance: creation of operational, quality, and financial KPIs with RMA *Provider coordination: review of relationships, clarification of contractual commitments *Financial management: complete cleanup of billing *Client reconquest: restoration of trust through field presence and close team support Redesign of the operational model for 80 multi-sector sites for the South-East and South-West regions (Revenue €4M - 120 employees) *+6 points of margin in 6 months • * Deployment of quality and compliance standards: +15% customer satisfaction *Management of regional executive committees and strategic reporting to Management

Corporate welcome and events.

Management of 2 agencies: combined revenue of €4.5M, 70 clients, 90 field employees Organic growth: +20% revenue in Lyon, +40% in Marseille over 5 years Margin targets achieved 100% for 10 consecutive years Record client loyalty: 100% retention rate in 2022 Change management post-integration of ISS then Armonia Group (processes, HR digitalization)

National management of the event activity (Revenue €8M, 500 field employees) Supervision of 20 permanent employees and management of international key accounts Deployment of quality standards and margin optimization