Nicolas

Key Achievements & Impact:
+30% Conversion Rate: Led end-to-end redesign of e-commerce customer journey, enhancing UX/UI and streamlining checkout flows.
AI Concierge Deployed: Designed and rolled out an AI-powered chatbot for a luxury hotel chain, cutting response time by 60% and boosting guest satisfaction scores.
Process Automation: Delivered process automation roadmap saving 15% in operational costs through CRM, IVR, and back-office tool integration.
International Footprint: Managed strategic openings and shutdowns of service centers across France and abroad, ensuring seamless transitions and zero business disruption.
Vendor Strategy: Spearheaded RFPs and negotiated partnerships with CRM & tech vendors, aligning solutions with growth objectives.
Niche Market Penetration: Built a go-to-market strategy for pet-friendly hospitality, resulting in a +20% growth in bookings within 6 months.
Customer Loyalty Uplift: Developed and launched loyalty programs that improved retention by 25%.
Leadership & Recruitment: Managed operational teams across B2B, B2C, B2B2C; recruited and coached high-performing talent to accelerate project delivery.

Strategic Accounts Growth: Oversaw key verticals including energy, finance, and e-commerce, driving double-digit growth through tailored BPO solutions and high-value client partnerships.
Large-Scale Operations Leadership: Managed 13 contact centers and over 3,000 headcount, delivering consistent service excellence across multi-site and multilingual environments.
Margin Uplift: Led operational reengineering and margin recovery plans, increasing profitability through automation, Lean Six Sigma initiatives, and performance-based workforce management.
Quality & CSat Boost: Implemented CX-focused governance, resulting in CSat improvement and enhanced SLA compliance across all strategic accounts.
Comex Reporting: Acted as CODIR member, delivering actionable insights and strategic direction to the CEO France and global stakeholders.

Best Customer Service Team and Engagement Award (AFRC): National recognition for delivering outstanding customer experience and operational excellence, reflecting a deep commitment to satisfaction and loyalty.
Multisite International Leadership: Oversaw service centers in Paris, Brighton, Toronto, and Amsterdam, leading 500+ FTEs with a consistent focus on performance, service quality, and cultural alignment across regions.
-40% Structural Cost Optimization: Successfully closed underperforming sites and launched a high-efficiency Center of Excellence in Brighton, resulting in significant cost savings and a +3,000-point NPS improvement.
Strategic Executive Role: Active member of France and international Country Executive teams, ensuring business strategy and customer operations were fully aligned.
Customer Experience Excellence: Drove omnichannel transformation and service digitalization, reinforcing American Express’s status as a global benchmark in premium customer service.