Thomas Thourel
Head of Client Voice @LVMH
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WORK HISTORY
Head of Client Voice @LVMH
Paris, FR
EDUCATION
Institut Français de la Mode
Fashion & Luxury Management
Emlyon Business School
Master of Science - MS, Business Administration and Management, General
ABOUT THOMAS THOUREL
Experienced CX leader in luxury, beauty, fintech and banking services.Today - Head of Client Voice at LVMH, managing VoC programs at Group level and across Maisons and Regions.Past experiences:6y+ at L\'Oréal impulsing the customer experience transformation of luxury brands- disrupt customer experience in stores - grow business online and offline - infuse customer centricity at central functions- empower retail teams both internally and at clientsCX change manager at Edenred to deploy from scratch the Group CX program “Passion for customers”- implement a global CX platform in all entities to collect customer feedback and track NPS & other KPIs- support entities in designing proper CX governance to analyze feedback and spread the voice of customer through all functions- monitor action plans and continuous improvement loops for tangible CX improvements - engage all teams from frontline sales to back office in delivering cutting-edge CXCustomer Advocacy Lead at BNP Paribas Group for the Commercial, Personal Banking & Services division.
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