**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
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€+
ACCOR HOTELS GROUP 1998 - 2017
Global Chief Customer Officer
December 2014
to November 2017
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
Accor Americas
SVP Sales, Marketing, Loyalty & Distribution Latin America
January 2009
to November 2014
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
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)
Accor Americas
Director of Distribution & Relationship Marketing Brazil
August 2005
to December 2008
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$
Accor Americas
Director of Operations Accor Réservation Services Brazil
September 2002
to July 2005
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$
Accor Hotels Group
Roll-out Director
September 1998
to July 2002
In charge of TARS (Accor reservation system) and Revenue Management Strategy implementation in several operational Business Units such as : France, Italy, Switzerland, Australia & Thailand.
Leadership, Develop People talents, Ability to deal with cross-functional networks and multi-cultural teams, IT Management, Deal with uncertainty, Strategic vision, Agility, Innovation
Customer-focus Culture
Expert in Strategic Marketing, Digital Marketing Eco-System, Customer Relationship Marketing, Loyalty Programs, Medias strategies and Partnerships.
