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emanuel baudart

Chief Digital & Customer Officer | Customer Experience Management Expert| Digital Transformation Strategy & Operations | Innovation

emanuel baudart
Professional Status
Available soon
Open to opportunities
About Me
**DEFINITION AND IMPLEMENTATION OF CUSTOMER AND DIGITAL STRATEGIES
IN A CONTEXT WHERE INNOVATION,
CHANGE AND
VALUE MANAGAGEMENT
ARE KEY
**


20 years professional in key positions in Digital Marketing, Loyalty, CRM
and Distribution, in an
International Group managing Regional & Global Business Units focused on fast growth strategies.


Co-founder of a Martech Start-up developping a Full-Saas, AI & Cloud-based BtoB solution.


Large Experience in matrix management and
cross-functions projects.


Leadership of IT Teams & ability to work with global complex environments
Resume created on DoYouBuzz
Experiences
  • Consulting in Strategy & Operations aligning business objectives with solutions, Data’s and technology levers
  • Customer Experience Management, Customer 360° Dimension, Digital Transformation, Customer Solutions Strategist
  • BtoC Services & Products
  • Martech Startup founded in 2017
    Brand Content Analytics & Automation through SaaS A.I Cloud-based BtoB Solution
  • COO role in charge of : Management of R&D Teams (Data-Science, Front, Back, Infra, UX), Product Development, Accounting and HR
  • Core Technology using Deep Learning, Neural Networks, NLP, Data Mining & owned models
  • Key Highlight Oct, 2020 : Build-Up operation through M&A of JUSTSEARCH a Digital Marketing Agency
  • Up-today: 25 employees / Fundraising 4M€+
Detailed Description
  • We strongly believe that the smart exploitation of their rich-content will allow Brands to face the new challenges of ultra-personalization.
    To do this, we are developping a FULL SAAS Solution that connects Brand's products to Consumer search queries at scale on a very high relevancy basis helping Brands and Marketers to improve Customer Experience & to maximize their Digital Sales
  • Definition and implementation of the Global Customer strategy focused on Omni-channels Centricity and Development of the Customer value
  • Lead of Accor Group's Global Customer Digital Transformation Plan
  • Management of Global Business teams : CRM , Customer loyalty, Customer Experience and Customer Contact Centers
  • Managing IT Transformation Teams dedicated to Customer Division : internal & external
  • Management and P&L : Business Volume 5 B€ - 300 employees, budget 250M€
  • Main Achievements 2017

    Le Club Accor Hotels: From Transactional to Aspirational Loyalty Program
    => accounting for 32,5% contribution in the overall Group Revenue (vs 26%)
    => from 18M to 38M total members & from 4M to 7M active members
    => resulting in +900M€ incremental Revenue (vs 2016)
    CRM Strategic Transformation Plan
    Launch in 2016 of the Customer Lifetime Value & Life Cycle Communication
    => Known Customers +35% ie from 53M to 72 M & from 7M to 13M active customers under CRM Mgt
    Call Centers Ambition Plan : From Performance to Excellence
    Outsourcing of 7 worldwide Call Centers to Hewlett-Packard from September 2015
    => gradual hand-over of over 400k calls yearly basis
    => resulting in 5% increase in Service Quality & 20% cost savings on Pay Per Call basis
    M&A : John Paul Acquisition
    Member of the 2016 acquisition Task-Force & Business owner of new synergies (Loyalty Premium members caring & Luxury Customers offers)
    => from 92% to 97,7% Service Quality
    Member of the Board
Detailed Description
  • The Customer Centricity
    Bring back the Customer at the heart of the Global Strategy. Expertise in Loyalty programs and CRM, built on personalized & multi-channels relationship, driven by the Customer knowledge and Customer value to enhance the Experience
  • In charge of defining and implementing the Sales, Marketing, Loyalty and Distribution strategies in Latam region aiming to:
    Increase the hotels turnover and Company's ebit, gain market shares, optimize our commercialization platforms and distribution channels
  • High focus on revenue generation, profitability and net contribution, through Strategic Business Plans contemplating adapted allocation of people and financial ressources.
  • Business Owner working with IT Transformation Teams
  • Perimeter: Brazil, Argentina, Colombia, Chili, Peru, Mexico / 250 Hotels +
  • Management and P&L : 200 employees / Accountable for Business volume of 800M$ / budget 20M$
  • Main Achievements 2013 :
    • +48% Hotels turnover like-for-like vs 2011
    • +71% Web direct sales accounting for 31% of LATAM total Revenue (vs 14% in 2010)
    • from 300k to 1,7M Le Club Accor Hotels members, accounting for 35% total regional revenue (vs 25% in 2010)
  • Direction of Call Centers located in São Paulo & Buenos Aires
  • Direction of Distribution Teams (Database, Pricing, Internet) and Revenue Management
  • Direction of Sales back-office and Business Intelligence
  • Direction of Loyalty Programs BtoC et BtoB
  • Perimeter : Brazil, Argentina / 100 hotels
  • Management and P&L : 150 employees / Business volume 100M$ / budget 4M$
  • Posted on mission from Accor France to install the new Calls Center "Accor Réservation Services" Brazil
  • Management and P&L: 100 employees / Business volume 50M$ / budget 2M$
  • In charge of TARS (Accor reservation system) and Revenue Management Strategy implementation in several operational Business Units such as : France, Italy, Switzerland, Australia & Thailand.
  • Management and P&L : 15 collaborators / 150 hotels rolled-out / budget 7MF

Previous Jobs

Operational Roles
February 1990 to May 1998
  • Nettlé Bay Beach Resort - French West Indies
    Room Division Mgr : April 97 to May 98
  • Hotel Ambassador 5* - Concorde Group Paris
    Reservations & Yield Mgr : July 94 to March 97
  • Hotel du Louvre 5* - Concorde Group Paris
    Night Director : February 90 to June 94