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Work Background
NEC CorporationHead of Business Unit
Jan. 2016Paris Area, FranceHead of Business Unit in charge of Sales, Business development and Service delivery for both domestic and overseas customers across all NEC Telecom and IT Software and Hardware portfolio. Detailed description:
- Budget (Around 15 million) and P&L management for the country affiliate/ Business Unit - Sales and OP Budget overachievement for the last three years, turn around from -10% profitability to +10% in 2016/2017.
- 3 year Mid Term Strategic Plan management- Sales and Profitability Budgets overachieved
- Orange Group Global Account Director – recently selected as 5G supplier (radio products including Open RAN) for a 300 million TCV over 5 years covering a dozen of countries
- Bid and Contract renewal Management – Costing and Operational structure definition.
- Business Development with new customers on new innovative technologies (AI based) such as Public Safety (Facial Recognition and Biometrics, for example) and smart city solutions (Smart City command center, car pool monitoring and management, for example).
- Software and Applications Sales in Saas, Licence or Hybrid models. - A local team of 20 people including 4 Sales Key Account Managers.
SITAOperations Director/ General Manager
Jul. 2012 - Dec. 2015Paris Area, FranceOperations Director for SITA France & General Manager for SITA Telecom in charge of the outsourcing services delivered both in France and around the world for French Airlines and Airports, including major accounts such AF, KLM and ADP through ITIL Management with dedicated teams or with Service partners
SITA is the world's leading specialist in air transport communications and IT solutions.
Detailed Description:
- Sales and Bid Team Support for contract renewals and new business opportunities – Costing and Operational structure definition
- Costs and revenues management to ensure that all recurring and ad-hoc services delivered are billed according to contracts
- Customer Interface to ensure that all customers requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule and/ or SLA
- Service Delivery management to ensure that all contracted/agreed service levels are met for each element of the services delivered
- People management including headcount planning, resource allocation, social and work council management - A profit center of more than 8 million euros a year with P&L accountability
- A local team of 90 people overall to manage including more than 70 on-site technicians
LG Electronics FranceCustomer Care Manager
Sep. 2005 - Jun. 2012Customer Care Manager for LG Electronics France in charge of customer satisfaction and loyalty through high level and efficient service offers: dealers/ partners contract negotiation, partners’ network development, technical support & call center management Detailed Description:
- Products range covered: Brown goods (Display & TV, AV, MP3, GPS), Home Appliances & IT products (Data Storage and MNT)
- 70 local Service Centers for 55K repairs a month - A budget of more than 30 million euros a year
- Service Centers and Dealers contracts management
- External End-users call center implementation and management in Maastricht
- Technical Support Management (10 people) and Quality feedback to the different factories over the world (Poland, China, India, etc….)
- A local team of 35 people overall to manage all the Customer Care issues
NOKIADifferent positions in Project Management
Mar. 1999 - Sep. 2005o Service Supplier Manager for Nokia Mobile Phones in charge of proactive service offerings through a high quality service network (logistic partners, repair centers & call-center).
Detailed Description:
- 5 local Service Centers and 200 Service Points for 40K repairs a month
-- A budget of more than 800K€uros a month
- Local Implementation of a European Warranty Control Project
o Warranty claims control by Accenture in Prague
o DOA Management in Hungary
o Parts Management in Finland
o Level 3 repairs European Service center in Warsaw o Project Manager “3G/ UMTS” for Nokia Networks in a multisite and multicultural environment (Finland, Belgium, the Netherlands, France & UK), within the framework of the UMTS introduction phase.
o Rollout Supervisor for Nokia Networks in charge of Radio Access Network rollout in the southwestern part (one year and a half) and in the central eastern part of France for two French GSM operators.
ThalesSite Manager in Turkmenistan
Jul. 1997 - Jan. 1999
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