Sébastien F.

Director of Customer Service & Support @Devialet

Paris, FR

Developed strategies for a global customer service (B2C) and partner success (B2B), incl. budget definition, incl. BPO consultations and selection (via RFQ).• Defined key performance indicators (KPIs) for consumer and partner segments: Customer Satisfaction (improved from 77% to 86% globally), Customer Effort Score, Revenue (in 2024 +20% growth vs last year), NPS or our e-reputation (Trustpilot, Amazon, GmB, etc.) scores.• Act as the main point of contact for consumer and partner feedback, driving cross functional improvements in delivery, product quality, e-commerce, in-store experiences.• Coordinate internally product launch for all after sales area, including all retailers training organization• Manage regional customer loyalty team across Paris, Taipei, Munich, and New York as well as our BPO.• Participate in the growth of sales channels (from 900 to external points of sale) and the expansion of internal retail stores (from 1 to 20).• Pioneered the integration of AI solutions in customer service (volume forecasting, issue identification, chatbots, article writing, AI-augmented agents), resulting in a 6-9% reduction in ticket volume and a 10% improvement.• Designed the company\'s reverse flow, product repair model and expanded its global deployment (generating annual savings of €90K through automation)• Negotiate and sign after-sales contracts with strategic key accounts and partners (FNAC, Boulanger, Magnolia-Best Buy, Elkjob, Asbis, etc.).• Manage VIP requests worldwide act as their primary point of contact

Cegos

Les clés du management de projet, Management de projet

Lycee Etienne Bezout

High School, Litterature