Eric MENSEAU

En résumé

Entreprises

• Groupement U - Directeur des Opérations Marketing et Communication

  2012 - maintenant

• France Telecom Group / Orange France - Paris - Head of Cross-sell Relationship Marketing department

  2009 - 2012 Development of a new department to support the customer centric policy and to monitor the customer (vs product) business opportunities
  Managing a team of 7 people – Customer Marketing Direction
  
  Key achievements :
  - Across 3 Business Units : Mobile, Fixed and Internet, developed a customer relationship program based on single customer view offering multi-chanel customer experience and rewards
  - Created from scratch the team and the infrastructure (specific capabilities to manage the Marketing Direct over 30m Orange-Customer base) to support the cross-selling campaigns (more than €xm additional Revenue per year)
  - Supported the Marketing Plan across 3 Business Units : Mobile, Fixed and Internet in order to increase household FT-Orange multi-equipment leveraging specific convergent offer

• France Telecom Group / Orange France - Paris - Head of Strategic Analysis - Convergent Customer Insight

  2007 - 2009 Creation and management of a new department to identify convergence market opportunities
  Key achievements :
  Created from scratch the team and the infrastructure (special analytical capabilities with 22m FT-Orange customer households data) to support the strategic marketing plan and to drive profitable growth
  Developed an innovative approach to design action plans with the Marketing and Commercial teams for the growth area and the competitor risks on 22m FT-Orange customer households (€ 14bn of billed turnover)

• France Telecom - France Analytical CRM Program Manager

  Paris 2004 - 2006 Pelivery of the program to restructure the Business Intelligence and Campaign Management systems for Marketing, Finance and Customer Relationship divisions
  Key achievements :
  Defined the scope of France Analytical CRM program and subsequently the Analytical CRM strategy
  Successful launch of the Datawarehouse project for France (from Investment Committee FT Group approval to implementation – Budget of €50m in 5 years)
  Successful launch of the Campaign Management project for Orange France (Unica software)
  In parallel, managed existing Business Intelligence systems and their migration to the new system

• Orange France – Paris - Head of Media Clients department

  2000 - 2003 In charge of Self-Care platform (a multi-media contact center (Web, WAP, USSD, IVR, e-mail, …)) and the implementation the Business Intelligence program within the Customer Service Division
  Key achievements :
  Drove automation of customer service through use of self-care channels (increased from 0% to 18% in 3 years leading to €2,1m/year savings)
  Increased the on-line sales (more than €30m additional Revenue per year)
  Led definition of e-CRM strategy and managed the project from specifications to commercial launch
  Organized a training forum for 2,500 customer sales representative (CSR) during the launch
  Designed and coordinated the implementation of reporting and analytical tools

• Schneider Electric – Casablanca - Morocco - Quality Director

  Rueil Malmaison 1994 - 1996 Implemented the first ISO 9002 quality process certification in Morocco

Formations

• Ecole Supérieure De Commerce Paris - Ecole Europe Affaires Paris Track

  Paris 2002 - 2003

• Institut Catholique Des Arts Et Métiers

  Lille 1988 - 1993

Réseau

• Axel DESJARDIN

• Christian CHELOUDKO

• David-Alexandre RACINE

• Elise ROBAGLIA

• Fabrice BERGER

• Fabrice TOURBIER

• Hatime ARAKI

• Martial VIMONT

• Serge ETIENNE

• Sylvain MENSEAU