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Cyril BEAUDOUX

MARCY-L'ETOILE

En résumé

In the past 15 years, business on the Internet has exploded, giving consumers greater options for purchasing goods they want and need. The expansion of e-commerce and digital businesses has drawn talent individuals to lead and ensure success. In the past 10 years, I have enjoyed being one of those individuals leading business clients to develop and market their brand digitally and to establish their global commercial identity online. I pride myself on my communication skills, the ability to analyze problems swiftly, and lead teams to meet and exceed goals.

I have dual experience on both business organizations and systems management from Customer Service, Marketing to eBusiness and IT. I’m driven by new challenges, changes and working in a multicultural environment. I’m highly accomplished within international organizations & results oriented. I am also business oriented with technological knowledges. I’ve built & driven digital strategies within different industries, B2B wise, leveraging eCommerce, mobility, Customer Service…

I am excited by digital life that is true lever to boost businesses, increase productivity and support companies growth. I’m definitely engaged into digital transformation to help companies to evolving and transforming to a digital company or even adapt its business model. Change management (including processes), KPI’s, governance are one of the key tools I leverage to transform and drive to success.

I have also executed and delivered projects & programs from a business stand point to maximize ROI, increase brand awareness and boost online business to better serve customers and improve company efficiency.

I’m able to work within a multi-cultural environment, within team (both internal and external resources), drive business digital transformation and deploy action plans to improve quality of service and usability within digital environment to ultimately support business, customer loyalty and grow bottom line from a general stand point.

Mes compétences :
EBusiness
Service client
ECommerce
Customer service
Stratégie Digitale & eMarketing
Management
Stratégie IT

Entreprises

  • BioMerieux - Head of Global Digital IS

    MARCY-L'ETOILE 2013 - maintenant Define and implement corporate digital strategy as well as establish digital assets to improve customer experience, increase brand awareness, and develop digital business worldwide. Improve customer portals, build digital tools for online selling, increase the social media usage on both intranet and internet. Reorganized digital teams and external resources. Secure EDI flows and develop e-commerce around the globe, while managing teams in Europe and the Americas.

    KEY CONTRIBUTIONS
    Instituted automated processes within U.S. customer service department, enabling productivity savings of nearly 30% and resources savings 15%.

     Originated a global e-commerce strategy, adapted business processes, built the technical solution, and launched global rollout in a key market.

     Generated a Multi million US Dollars sales channel in 6 months from scratch

     Generated 13% increase growth on dedicated customers portfolio

     Digital Strategy : Spread digital into the whole group (Digital Supply Chain, Digital HR, Digital Customer Service…), implement governance to engage the whole group to Digital Transformation

     Built e-commerce structure to develop & support online e-business

  • BioMerieux - Head Of Global eCommerce

    MARCY-L'ETOILE 2011 - 2013 Drove the global e-commerce strategy for bioMerieux (42 subsidiaries) by focusing on both business and IS functions and methods. Redefined business processes and adapted IS architecture. Led cross functional projects and initiatives related to digital transformation, such as customer service automation, global web sites & mobility.

    KEY CONTRIBUTIONS

     Organized the global e-commerce strategy worldwide to increase e-penetration rate, support business development, and boost customer satisfaction.

     Dissemination rate improved from 18% to 25%

     Maximize brand awareness and generated a major traffic increase by implementing brand new web presence based on a common design and content

     Drove e-commerce transformation cross business units and department (Sales & Marketing, Customer Service & Supply Chain)

  • DHL Express - Head of Digital Marketing France

    Paris 2007 - 2011 Managed a of 30 FTE department, which included projects managers, field support managers and field support representatives. Administered the department budget. Led projects related to customer self-service and shipments tracking capabilities, and designed internal and external communication plans to support deployment. Coached team member, completed skills assessments, created pay plans, and oversaw the general management responsibilities.

    Created and implemented brand awareness action plans, and improved SEO/SEM performances to maximize web traffic and boost online transactions. Launched email and social media campaigns.

    KEY ACCOMPLISHMENTS

     Increased e-commerce penetration rate from 70% to 80% by establishing effective customer service, a dedicated field team, and collaboration between field and direct sales.

     Implemented self-service automated customer portal for Express & Freight division to drive customer engagement and loyalty

     Developed for French market a complete range of e-commerce solutions to cover Key Account companies to Small and Medium businesses to improve productivity and maximize efficiency

     Initiated Mobility Express Program to engage customers through booking & tracking features

  • DHL Express - ECommerce Product Manager

    Paris 2004 - 2007 Led e-commerce deployment and linked it with customer service, operations, and sales & marketing. Defined users’ needs to ensure business needs are met and delivered according to budget and planning.

    KEY ACCOMPLISHMENTS

     Rebuilt the e-commerce portfolio to close the gap with main competitors.

     Improved penetration rate from 58% to 70% that led to decrease customer services’ calls by 12%

     Improved active customers’ base by 10% that led to boost turn over up to 8% for Direct Sales Channel

     Merged global and legacy e-commerce portfolio that led to improve operational efficiency and reduce TCO of e-commerce portfolio

  • DHL Worldwide Express - Customer Service Supervisor

    2000 - 2004 Led a team of 20 customer service representative to address and answer customers concerns, airline issues, and complaints. Managed performance analysis, daily follow up, business challenges, team building sessions, performance assessments and improvement, business plans, and human resource management.

    KEY ACCOMPLISHMENTS

     Improved customer service’s frontline Grade of Service (GOS) by 85%
    Improved customer service’s sales by 17%
     Improved customer services’ average resolution time by 23% that led to improve customer services’ productivity

    Functionally co-created in house CRM (Both front & back office)

  • DHL Worldwide Express - Customer Service Leader

    1997 - 2000 Supervised front and back office team while they served customers, addressing queries and complaints.

    KEY ACCOMPLISHMENTS

     Improved 1st time resolution rate through management and processes improvement

     Reduced after call work time by 30% that led to improve customer services’ productivity

     Increased regional customer satisfaction up to 10%

Formations

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