Nicolas JUTTANT

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.

>> Recovery Rate: Improved debt collection performance through optimized follow-up workflows and enhanced customer segmentation, reducing DSO. >> Cost-to-Collect: Centralized operations and strategically relocated service center to Mauritius, cutting operational costs while maintaining service quality. >> Full Organizational Redesign: Reengineered reporting lines and geographic structure to increase agility and streamline execution across regions. >> Targeted Digitalization: Deployed CRM, IVR, and AI-powered tools to automate inbound flows and boost agent productivity across channels. >> Performance Governance: Implemented real-time KPIs to track collection efficiency, customer experience, and operational costs, enabling fast corrective actions.

>> CX Reengineering at Scale: Delivered a full redesign of the customer journey at Monnaie de Paris, aligning every touchpoint with e-commerce best practices to enhance satisfaction and reduce churn. >> Tooling for Impact: Spearheaded the selection and implementation of CRM, IVR, CTI, and marketing automation tools, enabling omnichannel orchestration and reducing manual interventions by 40%. >> Talent Uplift: Built and structured a new Customer Care team, leading recruitment and onboarding of high-potential profiles to support growth and deliver premium service levels. >> Operational Efficiency: Streamlined legacy workflows using Lean methodologies—cutting process time by 30% and increasing first-response resolution. >> Strategic Alignment: Positioned customer operations as a strategic growth enabler by embedding CX KPIs into executive dashboards and reporting directly to the COMEX.

>> 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.

>> 24/7 Multisite Operations Oversight + International Automotive Team: Managed over 200 FTEs (+250 seasonal) across Paris, Casablanca, and Madrid, ensuring continuous delivery of medical, automotive, home, and concierge assistance services. >> Concierge Launch for Mastercard: Successfully launched and scaled a premium concierge service, enhancing client offering and reinforcing Allianz’s value proposition in high-end financial services. >> Operational Performance Optimization: Improved key service KPIs through restructured workflows, real-time monitoring, and targeted staff training, driving faster response times and higher customer satisfaction. >> Crisis-Ready Team Management: Led international, multilingual teams in high-stress environments, guaranteeing service continuity and SLA adherence under peak load conditions. >> Strategic Reporting & Stakeholder Engagement: Regularly reported to Assistance Division Leadership (DOP), providing insights and action plans to optimize cross-site coordination and cost control.

>> Operational Structuring: Designed and implemented back-office procedures, standardizing workflows and improving service quality site-wide. >> Proactive Complaint Management: Led the dedicated claims unit, deploying corrective action plans and driving customer satisfaction improvement. >> Real-Time Performance Management: Rolled out a live operations cockpit to track KPIs (volume, SLA, productivity), enabling dynamic resource allocation and performance optimization. >> Site Leadership & Strategic Projects: Acted as the main liaison with Gemini Consulting for the Y2K transition project, ensuring full operational continuity and compliance. >> Recognition & Engagement: Appointed Vivendi Foundation Ambassador for the site; sponsored by the Executive Committee to pursue a postgraduate Business Masters program, highlighting recognized leadership potential.