SELF-EMPLOYED | CUSTOMER EXPERIENCE & VENUE CONSULTANT
(Orléans – France)
JANUARY ’22 to Present
Customer Journey Management/Design | Engagement/Retention Strategy | Venue Design/Development | Marketing/Sales Leads | Product Development | Cultural & CSR Policies | Transformational & Pivotal Programs | Phygital Strategy
ORLEANS METROPOLE | ARENA & ELITE SPORTS OFFICER (Orléans – France)
JANUARY ’20 to NOVEMBER ’21
Venues Project Development (Execution, FF&E, Programming, Pre-opening Sales & Marketing CO’Met) | Paris 2024 Olympics Policy Establishment (Local Legacy & Pre-games Sites) | Professional Teams and Athletes Guidance
PARIS SAINT-GERMAIN (Paris – France)
HEAD OF CUSTOMER EXPERIENCE
August ’18 to December ’19
BtoC Customer Service Management: reorganizing the customer support team with phoning outsourcing deployment and enhancement of general performances
Matchday Experience Services: shaping new research framework and satisfaction monitoring processes + reinforcing stadium offering featuring new general public experiences + creating a comprehensive retention plan
Fan Relationship Management: structuring engagement and development through the new international offices regarding the Fan Clubs
CUSTOMER EXPERIENCE MANAGER
October ’16 to July ’18
Redesigned the membership program: adjustment to the offering, CRM structuration of the fan base, acquisition strategy and retention development
Managing worldwide Fan Clubs: building the network, monetization of engagement and contractualization
Developing the guest services policy at the highest standard (see below)
STADIUM GUEST SERVICES MANAGER
October ’16 to Present
Developed new marketing division for the property and establishing policy of Guest Services
Selected to effect positive change in multiple departments, shifting focus to bring a customer approach
Challenged the current model of Fan Experience to deliver consistent conditions with brand’s positioning
Supported sales team’s efforts to maintain loyalty attendance and in-stadium consumption
– Setting new standards for the customer journey related to access, information, enjoyment and wellbeing in the 4 venues used by the clubs (Football & Handball)
Reduced queue time by 35% and raised satisfaction about access and flows by 25%
– Created recurring market researches and statistical analysis processes to manage customer journey’s enhancement accordingly with specific online/offline actions
– Implementing a wide range of new processes and tools over general operations management aiming at improving services and commitment from the staff
– Upgrading Fan Experience with new content, digital development and true customer support
Stadium App, Amex Concierge services, Elite Guest Services Team, Experiental Areas in concourses, Connected Stadium Services, etc.
– Event Management with Ticketing/Operations/Security departments
HANDBALL MARKETING MANAGER
September ’12 to September ’13
– Oversaw Brand Management and established the brand Paris Saint-Germain within the handball’ sphere
– Development of Business Resources supporting sales departments (Sponsorship/Hospitality/ Merchandise)
– Managed Ticket Sales Operations: reached 94% attendance average with 50% sold out games
– Implemented the digital platform and controlled daily communication operations : built new social fan base starting from 30k Facebook fans to 80k fans within 7 months
SPORTS APPAREL SERVICES | CO-FOUNDER (Lyon – France)
July ’12 to Present
Holding and running rights from foreign kit suppliers for local distribution
Imported the Spanish brand Vive
ASVEL BASKET | MARKETING DIRECTOR (Lyon – France)
17 times National Champion and former Euroleague participant – Host the NBA Europe Live in 2006
March ’10 to February ’12
Marketing and Sales Operations Coordinator
Sponsorship & Ticketing operations up to 2.6M€ revenues with Canal+Events (rights holder)
– Advance Strategic Marketing Plan created in 2009 in connection with the club’s primary interests and their future arena (from 5,600 to 13,500 seats)
– Coordinated relationships with rights holders: leagues (Euroleague) and media (Canal+/Eurosport)
Strategic Operations
– Implemented the development strategy to ensure optimal operation effectiveness and control
– Designed a Loyalty Plan including customer service program within the arena, communication policy to enhance brand image and programs devoted to strategic target markets
– Established a Digital Strategy through social networks and web platforms media to enhance fans’ passion and experience
Business Development
– Initiated new revenue sources including projects from media (Local TV & Digital Applications)
– Selected the official equipment supplier: licensing rights and merchandise opportunities
– Developed CSR/Grassroots (Tony Parker Prospect Tour) programs and various consulting projects
SPSM/ARENA VILLEURBANNE LYON | PROJECT MANAGER
November ’10 to August ’11
Market Analysis
– Researched feasibility for premium seating services: designed project methodology and questionnaire determining premium seating offer with marketing and architectural inputs
– Economic Impact Assessment of the future facility in collaboration with the local authority
Development of Contractually Obligated Incomes
– Incorporated seven different organizational assets to build commercial offer generating 2.5M€ of revenues (Pre-Opening costs)
Executive Advisor
– Coordinated general operations with Managing Director
– Headed selection process for partnership consultants (e.g. Front Row Marketing Services)
GS FORMATION | ADVISOR & ACADEMIC COORDINATOR (Lyon – France)
September ’10-Present
– Improvement of financial system (through the French educational tax) and new revenues sources along with a CRM strategy
– Coordinated and developed a Bachelor program in sport marketing
– Built a network of sport professional organizations
– Academically mentoring and professionally coaching of 10 students
– Visiting Teacher of “Sport Marketing” course
ASVEL BASKET | MARKETING DEPARTMENT/INTERN
June to December ’09
– Set up a 4 Year Marketing Plan to help team transition to the new 15,000 person capacity Arena
– Management of Ticketing Operations: Sales Management and attendance optimization.
Reached the best attendance average (93%) and the best turnover ever (850K€)
CANAL + EVENTS | TICKETING ASSISTANT/INTERN (Lyon – France)
April to June ’09
Customer Identification, Target Market Research and implement new ticket offers (sales strategy) over Fan Base of nearly 15 000 persons (ASVEL Basket Right Holder).
OPEN 13 ATP MARSEILLE (France) | CSR PROJECT LEADER ASSISTANT/INTERN
February to March ’09
Benchmarking of CSR strategies, setting up event projects and development of CSR standards