Freelancer profile translated to English.
Back to original languageAbout Christophe
Helping companies or startups, in early stage or scale up, SMEs or associations to think and execute their quality of service strategy to customers, partners, suppliers in operational excellence.
I support on topics of acquisition, expansion and customer retention via customer relations, either by improving the existing situation, or by setting up new CRM tools, customer journeys or new organizations. My goal is to ensure that the company or team takes a step in its development to achieve operational excellence, customer satisfaction in autonomy.
For rates I adapt according to the nature of the mission, either strategic or operational.
English
Fluent
French
Native or bilingual
Can work on-site
Paris (up to 50km), Lyon (up to km), Toulouse (up to km), Marseille (up to km), Lille (up to km)
Experience
- Aqaba - conseil stratégie clientConsultant customer strategy - sales & service - Lean management serviceCONSULTING AND AUDITSSeptember 2020 - Today (5 years and 9 months)Paris, Francehttps://aqaba-csc.com/Missions réalisées : Assolib ongoingVelostation Toulouse - Delicorner - La Belle Assiette - JOTT - STUDI groupe Galileo Global Education - DPDgroup (Geopost) - Ankorstore -Consulting and guiding compagnies to think and execute customer service strategy to achieve operations excellency. Building retention, acquisition strategy and KPIs dashboard for executives.-> Customer care - sales&service operations - team development & management - service cultural integration - customer voice collection programPricing system depends on the scope of intervention, either strategic or operational.
- GoCater an EzCater brandCustomer&partner Opération DirectorE-COMMERCEJanuary 2019 - May 2020 (1 year and 5 months)Paris, FranceCATERER B2B MARKETPLACE - France / GermanyBuilding the customer operations team from start-up to scale-up-> With an insanely helpful team, engaged and motivated : 0% voluntary turn-over-> Getting more clients using our services ! : 10% sales conversion rate on SEM inbound calls-> And customers ordering (again and again) : 4,6 TP satisfaction score & 90% retention score- Design customer service strategy in line with P&L : service tool and improvements processes- Recruiting and managing operation team : recruiting, training and quality strategy- Implementation of an innovative and native CRM tool : predictive task management
- BNP PARIBAS SAManagerBANKING AND INSURANCENovember 1991 - December 1995 (4 years and 1 month)Paris, France
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Education
- Programme d'appui commerce&managementEM Lyon1989ECOLE SUPERIEURE DE COMMERCE LYON - EM LYON – equivalent to business school Programme d’Appui à la Création d’Entreprises Innovantes
- Master marketing et communicationESCOM Lyon [School of Communication and Marketing]1989Diplôme communication&marketing option sponsoring & mécénat
Certifications
- Black Belt LEAN 6 sigma ServicesXL Formation2017
- Online Executive Certificate Advanced Strategic ManagementEDHEC Business School2021