Vitalie ZBIRCIOG

Based in Rosny-sous-Bois (Paris-region), ~2 day/week business trips in EEA, Turkyie, Maghreb - Initiatination or severage of partnerships: market monitoring, incremental revenue and margin estimation, pricing simulations (entry costs, operational impacts, margins), regional business case construction, negotiation; creating operational relationships (EDI/API, SOP) and training the internal network, partners, and clients on the new relationship - Continuous animation of the internal network consisting of 11 international agencies and 5 regional ones spread across 3 BUs in FR, ES, BE, NL, DE, CH, UK. Managing operational and contractual relationships with road transport companies in the EU, Turkyie, and Maghreb - Building and professionalizing dashboards and tracking tools. Monitoring key performance indicators: activity levels, quality, information/status tracking, operational efficiency. Continuous activity level management and performance optimization - Annual pricing negotiations: analyzing the macroeconomic context by country, estimating impacts (inflation, cost of living, etc.), simulating effects (client elasticity, margin). Ad-hoc negotiations: strategic client tenders or defensive offers - Contractualization (protocols). Harmonizing protocols: pricing grids, volumetric ratios, tariff applications, incremental operational improvements (content, clarity, document consistency, redundancy treatment); publication and SharePoint updates - Identifying network synergies (270 international transport lines), supplier tender, ROI estimation and follow-up, animation of regional managers and partners

Based in Rosny-sous-Bois (Paris-region), ~2 day/week business trips in EEA, Turkyie, Maghreb - Initiatiation or severage of partnerships: market monitoring, incremental revenue and margin estimation, pricing simulations (entry costs, operational impacts, margins), regional business case construction, negotiation; creating operational relationships (EDI/API, SOP) and training the internal network, partners, and clients on the new relationship - Continuous animation of the internal network consisting of 11 international agencies and 5 regional ones spread across 3 BUs in FR, ES, BE, NL, DE, CH, UK. Managing operational and contractual relationships with road transport companies in the EU, Turkyie, and Maghreb - Building and professionalizing dashboards and tracking tools. Monitoring key performance indicators: activity levels, quality, information/status tracking, operational efficiency. Continuous activity level management and performance optimization - Pricing definition and margin monitoring - Annual pricing negotiations: analyzing the macroeconomic context by country, estimating impacts (inflation, cost of living, etc.), simulating effects (client elasticity, margin). Ad-hoc negotiations: strategic client tenders or defensive offers - Contractualization (protocols). Harmonizing protocols: pricing grids, volumetric ratios, tariff applications, incremental operational improvements (content, clarity, document consistency, redundancy treatment); publication and SharePoint updates - Identifying network synergies (270 international transport lines), supplier tender, ROI estimation and follow-up, animation of regional managers and partners

Helping the French National Rail operator improve its customer database, client autonomy with self-service tools : - Define, propose, adjust and set-up operational campaigns - Deploy, coordinate and measure campaigns : phoning, direct mail, e-mailing and SSO - Call Center operations, field representatives and branches operational coordination - Operational transition from outsourced provieders to inhouse solutions - Data analysis, clustering, trend identification, direct approach definition and deployment - Reporting improvement : As-Is canvasing, To-Be definition, data preparation and PowerBI set-up - Product line-up performance analysis (turnover, volumes, trend, attrition, loyalty, incentive management, etc.) - Supporting TER Agencies in managing their service offer: transport plans, ticketing offer, pricing / penetration / revenue / contribution, distribution (train stations, own and partner websites/apps) - Identifying improvements (service offer, products, pricing, distribution) by region and line: analyzing regional needs, transport plans, and service offerings (ticketing). Negotiating and deploying corrective measures. ROI tracking. - Animating the TER Agency network and relationships with central services (IT, Marketing, etc.)

- Supporting IDFM General Management in defining medium-term product offerings (beyond 3-5 years) for people mobility in Paris-region: opening of new metro lines, Grand Paris Express network, specific products for the Olympics / Ministry of Interior / City of Paris / Associations, etc., launch of accountbased ticketing, mobile ticketing, market liberalization, discontinuation of "historical" products (paper tickets), renewal of ticket & vending machines - Animating the relationship between IDFM and transport partners (SNCF, RATP, independant carriers) - Presenting to IDFM management committees and Paris-region Presidency

Handling RFP responses covering change management, digital transformation and retail performance & efficiency problematic. Setting up written and oral solution and negotiation. Setting up consultant sizing solutions & recruitment (identifying competencies and skills, scheduling availability & resource onboarding, managing internal staff & outsourced consultant costs). Service contract set-up and financial tracking: sales volumes, staff workload & mobilization rate, geographical workforce mobility, expenses tracking and auditing, revenue & margin management). Client invoicing and managing commercial relationship. Primary clients: automakers and their franchised distributors. Our teams evaluated, identified improvement axis and handled change with client teams through spot on action plan definition, KPI set-up and tracking. - Responding to tenders on transformation or operational issues; building and defending operational projects, budget proposals, legal validation - Client presentations, negotiations, contractualization - Operational follow-up of consulting missions, client and consultant team animation - Budget tracking of projects (delivery and invoicing schedules, margin, quality)

Deployment of digital tools and methods @dealer locations and independent vehicle distribution representatives (dealer holdings) Process and operations adjustment following Customer analysis : clustering, trend analysis, customized approach Performance analysis : regional and market penetration and progression analysis Marketing campaigns : promotions and special offers, communications

- Optimizing omnichannel customer interaction (i.e.: first contact resolution) - Continuous quest for operational excellence through revision of Sales, After-sales and B2B online and off-site sales process, techniques, special offers and tracking tools - Developping marketing campaigns communication assets and online communication - Measuring of marketing campaigns take rate, pen rate, upselling volumes, crosseling and ROI as well as omnichannel customer commercial pressure (including consideration of opt out and RGPD) - Accenture project portfolio management (overal cost, invoicing) - Consultant ressources occupation rate monitoring and stress flattening

- Analyzing product performance and customer behavior by country and product - Identifying trends and reasons - Defining corrective measures to improve customer retention by country and product - Internally advocating proposals and deploying them with regional managers - Tracking performance and contribution of deployed corrective measures - Cross-organizational relantionship building (Product Managers and Loyalty Managers of 28 EU marketings + Norway, Switzerland and Russian Federation) - Analysis of European sales and customer loyalty trends - Identification of customer behavior trends and product-related key messages - HQ presentation & Regional Business Unit feedback / recommendations - Identification, deployment and follow-up on key countermeasures (loyalty action plans, financing offers) - Recurrent reporting automatization with data warehouse stock holders and data mining suppliers

- Optimizing operations of call centers based in the UK, BE, and the NL - Budget tracking for the department (4M€ + 2M€) - Identifying operational optimizations (call center efficiency), creating strategic files, and negotiating with suppliers (factories, Renault, Nissan Europe) - Setting up and uphelding communication bridges between off-site outsourced Customer Service call centers (Amsterdam/Belfast/Nanterre) and internal stake-holders (B2B and B2C Sales, Product and Zone Managers, Distribution/Logistics, Warranty and Technical Services, Legal) and external partners (Experts and Legal Councels, Dealers and Assistance) - Identifying and challenging potential negative effects on Customer Experience during product launches, as well as recall campaigns, media exposure, etc. - Proactive management of large scale customer impacting issues through root cause analysis, consequence scalling and solution proposal - Driving change and effective hands-on operations management - KPI monitoring and reporting for Controlling and Management Committee

- Tracking dealer performance by position and employee - Identifying optimizations (operational or employee deficiencies) - Deploying corrective measures (training, support, tracking, etc.) - Establishing and maintaining operational relationships with subcontractors, ROI measurement (revenue, NPS, etc.) -Individualized personnel Training program deployment for France & BeNeLux (2500 salesmen, service advisors, technicians and dealer directors) -Supplier coordinatioin for Learning Management System (LMS) performance monitoring and functional improvement -New products (QASHQAI, JUKE & New Micra) sales training logistics organization for 3 mqrkets -e-learning content development, "localization" (translation + country specific marketing adaptation), deployment and performance monitoring -Outsourced Training Backoffice coordination

Consultant at BAC (Business Application Consulting) Services Mission : as part of the Change-management Team, establish the Hospital Staff Training strategy to Orbis, the 360 patient management tool. Client: AP-HP (Assistance Publique - Hopitaux de Paris)