-
SFR Service Client
- Manager in charge of new products and services launch
2015 - maintenant
Team management : 8 project managers & project officers
In charge of launching new offers, products and services (mobile and Internet), within SFR Customer Care Direction :
- cross functional projects management : marketing, communication, IT, supply
- analysis of the risks and impacts on the Customer Care set-up, the tools, on the customer journey, the interface posture...
- introducing customized solutions fitting to the project
- coordination of the training of the customer service department (internal and external)
Change management : business strategy, key orientations, digitalization
-
SFR Service Client
- Customer Care Manager
2014 - 2015
Team Management (4 people)
Call Centers management, responsible for Key Performance & Quality Indicators
In charge of contractual and financial scopes
Lead of Red Brand CRM overhaul
-
SFR
- Trade & Operations Manager
2011 - 2013
- Trade & Operations Manager at SFR Handsets, Sim card, Licenses, Accessories Purchasing departement
- Team management
- In charge of supplier strategy
- Responsible for purchasing budget and performance analysis
- Trade Marketing lead
- Cross fonctional project lead
-
SFR
- Handsets and Sim Cards purchasing manager
2008 - 2011
Responsible for all purchasing and relationship activities with handsets and sim cards suppliers : Apple, Samsung, Nokia, LG, Motorola, Sony, TCT, Modelabs, Gemalto, Oberthur Card System
- Responsible for purchasing costs and inventory value
- In charge of terms and conditions negotiations and sell-out activities
- In charge of the on-line shop roadmap and purchases
- Supply chain expertise : VMR-VMI
-
SFR
- Key Account Manager
2003 - 2008
Key Account Manager for :
- Hyper and Supermarkets Chains and Bigbox stores (3 years) : Carrefour, Leclerc, Casino, Fnac, Conforama, Gitem
- Wholesalers (2 years) : Audim, Brightpoint, Bardou
- Customer Relation Management
- In charge of a range of products : promotion and sell out activities negotiation, trade marketing and handsets subvention budgets
- Commercial interface for Marketing, Logistics, After-sales and Financial departments
- Setting up and development of 3 new stores chains : Vivre Mobile, Telecom 1 and Avelis (80 pos) : contractual framework negotiation and shops implantation lead
- In charge of the semestrial retailers hotline satisfaction survey (Sofres)
- Category Manager for carrefour
-
SFR
- Key Account Manager
1998 - 2003
Key Account Manager for prepaid cellphone cards
- Part of the setting up and the development of a new department within SFR for the elaboration, commercialisation, promotion and sales of the prepaid cell phone cards
- Responsible for the customer relation management with Purchasing Departments of gas station companies, mail orders companies, French wholesalers for convenience stores, bookshops and librairies
- In charge of the management of the 1st sales' pilot in 20 Post Offices
- In charge of terms and conditions negotiation, promotion tools, training session animations, trade fair organisation and animation
- Commercial interface with marketing, Logistics, After Sales and Financial departments
-
TDR
- Account Manager
1995 - 1997
-Sales Demonstrator (6 months), Sales Engineer (1 year), Sales Manager Paris IDF west (1,5 year) : 200 pos - management of 3 sales engineers
- Product ranging (Tam-Tam), Go To Market negotiation
