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Bruno LAUNOIS

PRAGUE

En résumé

Executive manager with demonstrated record of achievement in customer service, customer experience mgt, operational excellence, complaints process design, sales and marketing.

With a diverse management experience applicable to a broad range of opportunities, markets and industries, I enjoy bringing new initiatives to a good end with measurable outcomes. My various positions have brought me the fundamental skills to quickly grasp a new challenge and deliver break through improvements in a short period of time.
I also gained a wide experience in change management through successive assignments, driving successfully operational teams and project teams in periods of change and uncertainty.

I act with high standards of integrity and value a multi-cultural environment.

Mes compétences :
Sales manager
Gestion de projets
Vente
Marketing
Customer Service
Process improvement
Fuel cards

Entreprises

  • Eurowag - Fuel an Toll Partners Manager

    2015 - maintenant

  • ESC2 - Excellence Service Clients 2.0 - Directeur clients

    2012 - 2013 Creation of the company ESC2 (Excellence Service Client 2.0), specialized in customer relationship management and B2B consulting.

  • Excellence Service Clients 2.0 - Président

    2012 - 2015 Consultant and project mgt - eToll, Transport, Energy, Fuel cards

    Specialized in fuel card, ESC2 propose strategic and operational consulting services to international groups regarding fuel, payment cards and e-toll services.

  • HEC Paris - Executive MBA - Entrepreneuriat et Innovation

    Jouy en Josas 2011 - 2012 Entrepreneurship & Innovation

  • Shell - Operational Excellence Manager

    Paris 2009 - 2012 • Responsible for the evaluation and improvement of the customer service performance (from Order to Payment) for all lines of business, for France and Benelux.
    • Special project in 2010: Review of the design of the complaints management process for Shell Global. Continuous improvement process. Root cause analysis.

  • Shell - Director of French Customer Service Centre

    Paris 2008 - 2009 • Deliver a first class Customer service at best cost
    • Support the migration of the customer service centre to South Africa, including social consultation
    • Member of Shell France Executive Committee

  • Shell - Business Unit Director

    Paris 2003 - 2007 • Responsible for the « Commercial Road Transport Business Unit» for France:
    • Turnaround of financial margin results, and growth by over 30% per annul for 3 years, restarting capital investments and building a new fuel retail site dedicated to this segment.

    Special project in 2003: CRM project manager - Responsible for the deployment of the CRM project for France

  • Shell - Regional Sales Director

    Paris 2000 - 2002 • Responsible for the sales of products and services to Commercial Road Transport industry and fleet companies in west of France (32 departements) with 5 account managers, as well as national key accounts with 2 key account managers.
    • Coordination of truck dealers networks and truck manufacturers relationship. Consistent growth in sales volume by over 15 % per annum and over 12 % on profitability, in my area of responsibility. Development of an exclusive 4-years partnership with Mercedes Benz, contributing to an increase of sales in their network by over 10%.
    • Responsible for developing the sales of lubricants to transport companies, truck dealers and truck manufacturers in France. Team of 7 account managers.

  • Shell - Product and marketing manager - Lubricants

    Paris 1996 - 2000 • Responsible for the development of a range of lubricants for the markets of transport, construction, marine, power generation, agriculture. Development of customer value proposition for those market segments.
    • Budget and projects responsibility for R&D programs, industrial launch of new products, marketing plan, market studies and sales target definition.

  • Shell - R&D Project manager - Laboratory

    Paris 1989 - 1995 • Industrial Lubricants: Responsible with 4 laboratory technicians for customers technical assistance and development of new products for the turbine and refrigeration industries.
    • Bitumen: Responsible with 4 laboratory technicians for R&D projects to better understand the phenomena of roads cracking.

Formations

  • Babson College (Babson Park, Boston)

    Babson Park, Boston 2011 - 2011 Entrepreneurship & innovation

  • Ecole Supérieure De Physique Et Chimie Industrielle De Paris ESPCI (Paris)

    Paris 1984 - 1988 Chimie Organique

    Chimie

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