Laurène LOUX

Transversal Management – 7 Regions – International Digital Project Manager on a Voice of Customer Tool Roll out of a CX engagement platform : 360 view with Group IT, Ops, architecture, Legal, Allianz Group… Creation of New CX Strategy on NPS and satisfaction survey for all touchpoint on the Online customer journey: Activation of Top Down NPS & Bottom up NPS Surveys in the regions and in the Group functions Strategic recommendations at group and local functions & KPIs monitoring

Transversal management with Customer Experience (CX) Managers in the markets – Field Liaison between CX Direction & Markets for 2 Subsidiaries & 10 Northern Europe Importers Animated and monitored Brands on CX Strategy (Offline) in the market Defined, followed, Secured and measured action plans with the market using Customer Satisfaction programs on Offline Sales & After sales Customer Journeys Monitoring of the quality of service KPIs - NPS Score Link with Market and Regions with C-Level

Transversal management with Sales & Service Teams and management of the External Customer Care center (External Team of 5FTE + 1 internal back office FTE) > Quality of Service Manager Sales and After-Sales Managed National Customer experience Plan with satisfaction Programs (Customer Satisfaction surveys, benchmark surveys – NCBS IACS, Mystery Shopping, coaching program, Off line Customer Journey) > Customer Care Center Manager: Direct management of a Customer care Specialists

Management - Marketing Apprenticeship