Pierric Leroi

Formateur

To propose and organize Customer Service Department for start-up in launching phase Business Development

Create incredible athletes experience in the Olympic and Paralympic Village in Saint-Denis. Supervisor for a team of 100 volonteers.

Project manager to optimize the Customer Service experience and customer journey - Development and implementation of new services - Development of training videos - Implementation of a CS Boutique reporting - Setting-up CS Barometer

- Project manager for the implementation of the new after-sales service internet platform allowing repairs to be monitored by customers: coordination of the various teams involved (Saignelégier, Montreux, Zurich, Malaysia) - Team management: 3 watchmakers, a polisher, 3 sales assistants, a stock manager and an apprentice - Achieve the financial balance of the department while maintaining the level of performance with a small team

- To optimize Profit&Loss => reduction of the free rate to 10% of repairs per market - To lead the warranty extension project => granting of an additional year of warranty following online registration - To organize the decentralization of repairs around the world => planning of the training of watchmakers

- To manage customer complaints addressed to management => answers given to customers within 48 hours - To optimize market communication => implementation of a weekly report sent to subsidiaries - To define component supply rules => 80% of components delivered in 2 weeks

- To organize BaselWorld => to coordinate the action of the various stakeholders during the set-up, to book the services on the booth, to plan Press and Customer meetings and to organize the gala dinner - To set up Customer Service => to define an international service policy, to develop component kits and offer technical support to our distributors - To follow European markets => to develop sales forecasts, to follow budgets and support sales and marketing actions