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Emmanuelle BERSIER

PARIS

En résumé

14-year track-record helping companies design new businesses, define operating models and implement strategies to achieve profitable growth. Extensive experience working with CEO and CxOs in international settings, leading cross-functional teams with a hands-on and analytical approach. Determined to drive impact at all levels, combining deep functional expertise in commercial domains with operational pragmatism.


CAPABILITIES: Strategy, Operations start-up, Growth, Value management, Business development, Commercial effectiveness, Business transformation, Operations and Cost efficiency, Organizational design

Entreprises

  • Frichti - COO

    2016 - 2017 Responsible of the Operations department (200+ FTEs). Accountable for end-customer QoS, product and service availability, waste and field operations staff productivity. In charge of setting up and scaling the Operations team to support hyper-growth.

    SCOPE
    - Demand planning and assortment optimization
    - Design and set-up of the last-mile logistics network (fulfillment centers launch and operation)
    - Definition and implementation of Frichti's employer value proposition for the internalized workforce

    MAIN ACHIEVEMENTS
    - Improvement of forecasting and processes redesign between main kitchen and fulfillment centers to reduce food waste
    - Expansion from 2 to 5 urban fulfillment centers allowing for service launch in 5 additional areas
    - Roll-out of processes and tools to optimize order picking & packing and delivery
    - Delivery team internalization (10x growth over the period)
    - External suppliers panel diversification, implementation of SLAs

  • Oliver Wyman - Principal

    Paris 2003 - 2015 GROWTH, SALES & VALUE MANAGEMENT
    • Value proposition, service portfolio design and pricing reviews supported by analytics-based customer behavior understanding, combined with qualitative research insights and competitive analysis
    • Redefined loyalty and customer base management levers and processes to grow customer lifetime value
    • Redefined sales strategy for B2B and B2C players and optimized channel effectiveness (direct and indirect) through commissioning schemes and channel mix reviews
    • Performed a full-scale redefinition of customer service activities and set-up online channel plan to double its share in 24 months while optimizing physical PoS footprint

    OPERATIONS START-UP
    • Launch of a telecoms operator in Morocco. Designed value proposition, customer experience, commercial strategy (including launch campaign) and brand architecture. Held “acting as” roles in the B2C business unit in negotiations with third parties and in recruiting. 1M customers acquired in 8 months, exceeding first year BP targets
    • Defined and implemented full re-branding and value proposition re-definition of the operator to reach new customers with new technology license, while protecting existing customer base

    TRANSFORMATION & OPERATIONS EFFICIENCY
    • Led company-wide, cross-functional, transformation programs involving operating models redefinition as well as processes and organizations redesign across functional domains (Marketing, Sales, Care, Operations, IT and G&A), achieving 20%+ savings while improving time-to-market, customer satisfaction and service quality. Reported to client CxOs on program progress and delivery. Managed operational teams, challenging ambition, providing content guidance, go-to person for issue resolution

    STRATEGY
    • Designed strategic plans to transform business models to regain growth / adapt to industry evolution; among others: Digital classifieds strategy for a publisher, OTT strategy for a legacy pay-TV player, International B2B strategy for a telco operator

Formations

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