MANUEL DIDIER-CHERPITEL

Management "ad interim" de la Direction Commerciale Vocalcom FR : Recentrage prospection Core Business, support à la négociation pour les Sales, Mise en place de KPIs. Renégociation des conditions contractuelles / clients « top1 » (Telecom) et « top3 » (BPO). >500K€ de contribution personnelle / bookings sur clients Porfolio & New logos.

In charge of Customer Relation Centers, France: 3 legal entities, 6 production sites, 25 customer accounts, 600 staff, Turnover 2022: 22.8M€ • Economics: 37% turnover growth (16.6M€ FY18 > 22.8M€ FY22), +3,5 points of Ebitda (8,5% FY22) • Clients: Top 5 portfolio renegociation & re-engagement over 3 to 5 years • Operations reengineering: operational management lines refundation, Infrastructures (sourcing/negociation/relocation of the 2 main production sites), telephony platform rationalisation, Knowledge Management & Quality Monitoring applications implementation • Social: chairman of the social committees, social climate stabilization, negotiation of a work@home agreement, implementation of employment aids for 400K€ FY22). • Compliance / certifications: ISO 18295-1 certification renewal for the business unit (2022), Orias registration

Leading a global transformation project of Customer Relations organization & processes, over the 10 Europcar Corporate Countries. Managing an internal team of 10 Heads of Sces & PMOs + a project team of 5 Bearing Point consultants. Mains stakes with Outsourcing policy, internal teams adjustments & refundation, Telephony globalization, Process redesign, Salesforce evolutions & Knowledge Management.

MEZZO was a subsidiary to 3SI (OTTO Group) providing human & innovative inshore/nearshore/offshore-based CUSTOMER CARE solutions. Turnover: 17M€ FY16, Staff: 1000. Led a restructuration & redynamization plan over 3 years preparing the sale of the company to private investors.

CRM & Contact Center Outsourcing Services, Turnover: 45M€ (France, Europe, Offshore)

Transition manager - main engagements : - CUSTOMER RELATIONSHIP DIRECTOR for DOMEO (A Veolia / Homerve plc joint-venture - Turnover : 69M€ - Staff : 450 - Insurance solutions and home assistance provider) - OPERATIONS DIRECTOR for FREE SAS (French leading Internet and Telecom services provider - turnover 2 B€) - Management of the Bordeaux customer relations site (staff 400)

Umanis Managed Services (CallOne), is a subsidiary to the Umanis Group, providing Outsourcing Services (CRM & Call Center services).

TechCity Solutions - A subsidiary to Teleperformance Group : SALES MANAGER (2005) - Management committee member BUSINESS UNIT MANAGER (2002 > 2004)

US-based start-up specialized in Management Development programmes, Research, and Consulting (IS&T, HR). Turnover 50M$ Accounting for the sales development in the context of the French office launch