Rémi VUILLEMIN

Mission:
To assure and coordinate the development of Renault's spare-parts business in in 8 European countries ( Switzerland, Austria, Slovenia, Croatia, Poland, Czech rep., Hungary, Slovakia). Responsible for the achievement of turnover and profitability objectives of the after-sales activity of Renault's subsidiaries by the implementation of efficient commercial organization and actions

Mission:
> To provide the B2C loyalty and promotion strategy to end-customers for Renault?s NSCs

Major achievements:
> Redefined NSCs B2C action plans framework: type of action, commercial means associated and consistency with sales force planning and Renault?s brand vision.
> Participated to the definition of the old car park strategy for Europe: construction of pricing offers, training programs and advertising campaigns. Deployed and assisted the NSCs in local implementation.
> Redefined the loyalty strategy for after sales end-customer, based on customer reward and value segmentation. Developed loyalty programs with the NSCs and participated to the launch of MyRenault

Benefits
=> Acquired an international and tranversal vision of Renault while participating the main commercial breakthrough in after-sales despite an unfavorable automotive context

Mission:
> To increase Quality of Service and to insure growth and profit of the after-sales department (4 teams , 60 workers). To reorganise after-sales activities in the merger context of two dealerships.

Major achievements:
> Deployed, controlled and followed up the PER4 action plan for Renault?s Quality of Service in dealerships: diagnosed failures, implemented and followed corrective action plans
=> An increase by 6 pts up to 70% of fully satisfied customers (#1 rank in the region)
=> Stabilisation of financial results in 2007 vs 2006 (Turnover: 4,8M?, Profit: 84k?) despite a dramatic decrease of activity

Benefits:
=> Successfully managed commercial team and accomplished above expectation results in terms of Quality of Service, growth and profit.

Mission:
Starting from an analysis of the after-sales strategy of Mazda in Europe, to propose methods of potential analysis of sales and tools to increase end-customers loyalty.

Major achievements
> Improved tools to measure customer loyalty (IPSOS loyalty and business reports) in the direction of sales potential analysis
> Proposed new communication axes, direct marketing and pricing activities in after-sales

Benefits:
=> A complete view of the automotive after-sales business in Europe and an enriching experience of a multicultural environment inside a Japanese entreprise