Description

Strategic and results-driven executive with 20+ years of international leadership across SaaS, tech, hospitality, and service-based industries, delivering operational excellence and sustainable growth across EMEA and APAC. Recognized for leading global transformations in Customer Success, Service Delivery, Revenue Operations (RevOps), and IT modernization—including cloud migration, AI adoption, and digital service platforms—within complex and fast-scaling organizations.

With a proven ability to align strategy with execution, I build and scale high-performing, cross-functional teams, streamline global operations, and drive measurable impact through data-driven decision-making, KPI governance, and continuous improvement (Lean, Six Sigma). I’ve led multi-site operations across 50+ countries, managed €100M+ P&Ls, and delivered consistent EBIT growth—even in volatile markets.

A trusted advisor to C-level executives, I bring hands-on experience in designing customer-centric service models, transforming RevOps frameworks, and enhancing lifecycle value in SaaS and enterprise environments. I thrive in multicultural, matrixed settings and am passionate about driving innovation, mentoring leadership talent, and championing strategic change at scale.

Domaines d’expertise

Langues

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

Préférences en matière de lieu de travail

Accepte de travailler sur site

Paris (jusqu’à 50 km)

Accor
Global Vice President Service Management Office, Operational Performance and Service Center
avril 2023 - juillet 2025 (2 ans et 3 mois)
Paris, France
Brought in as a transformation partner to modernize IT operations and elevate service delivery across Accor's global footprint (5,000+ properties, 110+ countries). Led strategic initiatives to scale infrastructure, optimize costs, and align performance with business outcomes.
Key Achievements
Led "Move to Cloud" Transformation: Orchestrated the migration of 3 core data centers and 25+ regional hubs to cloud infrastructure—boosted platform resilience by 25% and saved €5M annually.
Improved Operational Efficiency: Introduced Lean governance and cross-departmental KPIs, cutting delivery lead times by 30% and enhancing agility across IT, security, and support teams.
Enabled Data-Driven Leadership: Designed a global performance reporting framework adopted by Group CIO and EXCOM to support real-time, data-backed strategic decisions across EMEA, APAC, and the Americas.
Built Scalable Service Centers: Developed shared IT service models across multiple brands and countries, standardizing delivery while supporting brand-specific requirements.
Fostered Executive Alignment: Acted as a trusted advisor to C-level stakeholders, aligning operations with financial and strategic priorities in a high-pressure, multi-stakeholder environment.
Ungerboeck System Int. (now Momentus Tech)
Global Vice President Customer Success, Service Delivery & Operations
septembre 2018 - décembre 2022 (4 ans et 3 mois)
Germany
Hired to modernize global service delivery and customer success functions for a leading SaaS provider in the Events and Venue management sector, operating in 50+ countries Led a comprehensive RevOps initiative, building the Customer Success Organization from scratch and aligning Sales, Marketing, CRM, Support, Onboarding and Service Delivery teams with go-to-market and product strategy.
Key Achievements:
Built global Customer Success and Service Delivery teams.
Designed and operationalized the RevOps model, aligning marketing, sales, and CS to drive ARR retention and expansion.
Launched a performance dashboard (CSAT, NRR, churn, onboarding time) to enable data-driven decision-making across departments.
Implemented CRM and CS tools integrations to track lifecycle health, improve renewals, and drive upsell campaigns.
Scaled onboarding and training operations, reducing time-to-value by 35% and improving client adoption rates.
Acted as executive sponsor to enterprise clients, overseeing large-scale implementations and renewals.
Introduced customer journey mapping, lifecycle segmentation, and playbooks to standardize experience and boost NRR to 112%.
Disney
IT Director
novembre 2012 - septembre 2018 (5 ans et 10 mois)
Paris, France
Oversaw strategic IT and operational programs for Disney Parks' live entertainment and MICE divisions across EMEA. Managed tech-driven transformation for on-site guest experiences, event technologies, and internal collaboration platforms. Piloted Agile adoption, introduced smart infrastructure, and supported cross-border delivery of creative and digital projects. Collaborated with global teams to ensure alignment with Disney brand standards and innovation goals.
Key Achievements:

Ensured Seamless Park Experience: Managed mission-critical systems used by 15M+ annual visitors—achieved 99.99% uptime during seasonal traffic peaks.
Delivered Strategic Projects: Oversaw rollout of mobile-enabled guest services and digital signage enhancements aligned with group-wide experience transformation goals.
Improved Incident Response: Introduced real-time monitoring and ITSM upgrades, reducing mean-time-to-recovery (MTTR) by 40%.
Partnered Across Business Units: Bridged technical and creative teams to align digital investments with operational goals, enhancing both guest satisfaction and internal productivity.