Description

🎯 Strategic Customer Service Consultant & Transformation

With over 20 years of international operations for global and demanding leaders (Linxens, Carrier, Shiseido, Honeywell), I act as a strategic Business Partner to audit, stabilize, and revitalize underperforming customer service organizations or those undergoing massive restructuring.

Specializing in change management within high-pressure environments, I transform fragmented cost centers into profitable growth drivers.

✅ Core Areas of Expertise:

Crisis Management & Turnaround: Diagnosis of operational failures, process auditing, and stabilizing teams during periods of instability or restructuration.
Order-to-Cash (O2C) Transformation: Full optimization of the sales cycle—from order entry and billing to cash collection—to reduce working capital and secure revenue.
Operational Excellence: Implementation of robust KPIs (OTIF, OTTR, Fill Rate) and Standard Operating Procedures (SOPs) to ensure long-term performance and knowledge retention.
Digital Transformation: Leading ERP/CRM migrations (SAP, QAD, Salesforce) and automating obsolete manual processes to increase efficiency.
International Leadership: Managing and upskilling multi-site teams (up to 25 people) across Europe, US and Asia.

🚀 Proven Results:

+22 pts increase in Order Intake within 8 months via O2C process overhaul.

30% reduction in stagnant inventory through optimized billing and targeted destocking.

+20 pts improvement in OTIF (increasing service levels from 70% to 90%) in the luxury sector.💡 Why hire me?

Certified in Six Sigma Green Belt and trained in Project Management (PMP), I bring a structured methodology to solve complex bottlenecks.

Trilingue (English, French, Spanish), I secure your export operations and global key account relationships.

Domaines d’expertise

Langues

Français
Bilingue ou natif
Anglais
Capacité professionnelle complète
Espagnol
Capacité professionnelle limitée

Préférences en matière de lieu de travail

Accepte de travailler sur site

Paris (jusqu’à 50 km), Puteaux (jusqu’à 50 km)

Linxens
Global Customer Service Director
GRANDE DISTRIBUTION
mars 2023 - Aujourd'hui (3 ans et 3 mois)
Paris, France
Mission= Led the strategic transformation of a fragmented customer service organization into a unified, digital-first model by implementing Standard Operating Procedures (SOPs), driving continuous improvement initiatives, and spearheading global change management.
Global Team Leadership: Oversee & coach 6 multi-site customer service teams (25 CS) across Europe /Asia, driving a high-performance culture and talent development. Directed the unification by harmonizing global SOPs & digitalizing the Order-to-Cash workflow.
Operational Excellence & ERP Transformation: Led the strategic "3B" project (Booking, Backlog, Billing) for the QAD ERP transition, driving productivity savings through automated reporting and a data-driven KPI framework.
Process Optimization & Cash Flow Security: Harmonized the Order-to-Cash (OtC) cycle by redefining billing rules and Terms & Conditions (T&Cs) in collaboration with Finance to minimize disputes and secure global cash flow.
Strategic Business Partnering: Orchestrated a unified customer service vision by partnering with cross-functional teams and leading (QBRs) with key accounts to align operational performance with growth objectives.
Key Achievements:
Order Intake: +22 pts – Increased from 76% to 98% within 8 months by streamlining the OTC process.
Achieved a 30% reduction in dormant stock through improved billing accuracy and targeted inventory clearance initiatives.
Proactively resolved critical bottlenecks to secure and accelerate the achievement of turnover targets.
Full digitalization of Claims & operational monitoring, replacing manual tasks with data-driven workflows.
Led a global organization through a major cultural & structural transition.
Orchestrated the QBRs with key accounts to align SLA performance with business growth.
Directed the T&C billing harmonization with Sales/Legal.
Structured the global process SOPs/Business Rules to eliminate operational disparities & secure knowledge.
Order to Cash Order Management Supply-Chain Management SAP Import-export
Carrier
Customer Success Manager
GRANDE DISTRIBUTION
février 2022 - mars 2023 (1 an et 1 mois)
Rueil-Malmaison, France
Mission= Operational management of a strategic EMEA client portfolio with global exposure, focused on maximizing the adoption and value of CARRIER products and services.

Directed the implementation of HVAC systems for premium clients, coordination between project teams/Sales/technicians to hit critical milestones.
Provided expert guidance/training to ensure clients fully leveraged Carrier’s high-tech solutions while educating non-technical stakeholders on product functionality.
Built long-term relationships with key stakeholders to identify expansion opportunities/co-develop solution-aligned with CapEx investment
Optimized deployment phases to ensure strict adherence to billing schedules and secure the global business forecast and revenue targets.
Acted as the primary mediator for customer disputes, unblocking operational hurdles & implementing corrective action plans post-NPS
Led QBR’s to analyze KPIs (SLA), track equipment replacement schedules, and align operational performance with strategic business goals.
Key Achievements:
Secured financial predictability by optimizing billing milestones and payment schedules.
Formalized and executed post-NPS (Net Promoter Score) action plans to drive continuous service improvement.
Designed and implemented comprehensive deployment roadmaps for Premium accounts, including global leaders such as Sanofi.
Successfully resolved critical customer-side bottlenecks and technical disputes that were blocking payments, ensuring the recovery of overdue revenue and securing the cash flow
Customer Success Management Key Account Management Commerce international Claim management NPS
SHISEIDO EMEA
Customer Service Manager
MODE & COSMÉTIQUES
janvier 2019 - février 2022 (3 ans et 1 mois)
Paris, France
Mission = Directed the strategic turnaround & stabilization of a global organization.Within 1 year, conducted audits to resolve operational bottlenecks, standardized processes & drove a 20pt improvement in CS performance.
Managed team of 13 CS dedicated to Duty-Free across EMEA, US & Asia.
Directed the stabilization/recovery of an underperforming organization (deep-dive audits of tools, processes & competencies)
Conducted performance reviews with Duty-Free distributors to align service levels (SLA/OTTR)
Acted as the primary advocate for customer needs, mediating complex disputes & translating feedback into improvements.
Actively drove the achievement of turnover targets (order book) managing risks associated (complex export shipments).
Maintained reporting & com with COMEX, providing visibility on performance, risk mitigation & financial progress.
Directed the deployment of 200 SOPs & 24 Business Rules to harmonize workflows, eliminate disparities.
Orchestrated the operational shift to a new 3PL provider; managed UAT, SAP news rules definitions.
Developed comprehensive BI dashboards & KPI to remediate reporting gaps, enabling rigorous risk management.
Key Achievements:
Successfully improved SLA’s (+20 pts) from 70% to 90% by deploying SOPs/Business Rules.
Reduced claims through process optimization & audit, unblocking customer payments and securing global revenue.
Designed BI dashboards to monitor the full 3B, enabling daily tracking to anticipate bottlenecks & secure cash collection.
Actively drove turnover targets by managing risks & providing real-time performance reporting to COMEX.
Successfully stabilized the CS team by drastically reducing staff turnover & implementing a structured coaching and training program ensuring a uniform level of expertise.
Orchestrated a flawless logistics transfer to a new 3PL by coordinating cross-functional teams & securing Master Data reliability to ensure service continuity.
Order to Cash Claim management Qbr SAP Incoterms