Bruno LAUNOIS
Executive MBA, HEC Paris
Executive manager with demonstrated record of achievement in customer service, customer experience mgt, operational excellence, complaints process design, sales and marketing.
With a diverse management experience applicable to a broad range of opportunities, markets and industries, I enjoy bringing new initiatives to a good end with measurable outcomes. My various positions have brought me the fundamental skills to quickly grasp a new challenge and deliver break through improvements in a short period of time.
I also gained a wide experience in change management through successive assignments, driving successfully operational teams and project teams in periods of change and uncertainty.
I act with high standards of integrity and value a multi-cultural environment.
98 contacts2009 - 2012• Responsible for the evaluation and improvement of the customer service performance (from Order to Payment) for all lines of business, for France and Benelux.
• Special project in 2010: Review of the design of the complaints management process for Shell Global. Continuous improvement process. Root cause analysis.
2008 - 2009• Deliver a first class Customer service at best cost
• Support the migration of the customer service centre to South Africa, including social consultation
• Member of Shell France Executive Committee
2003 - 2007• Responsible for the « Commercial Road Transport Business Unit» for France:
• Turnaround of financial margin results, and growth by over 30% per annul for 3 years, restarting capital investments and building a new fuel retail site dedicated to this segment.
Special project in 2003: CRM project manager - Responsible for the deployment of the CRM project for France
2000 - 2002• Responsible for the sales of products and services to Commercial Road Transport industry and fleet companies in west of France (32 departements) with 5 account managers, as well as national key accounts with 2 key account managers.
• Coordination of truck dealers networks and truck manufacturers relationship. Consistent growth in sales volume by over 15 % per annum and over 12 % on profitability, in my area of responsibility. Development of an exclusive 4-years partnership with Mercedes Benz, contributing to an increase of sales in their network by over 10%.
• Responsible for developing the sales of lubricants to transport companies, truck dealers and truck manufacturers in France. Team of 7 account managers.
1996 - 2000• Responsible for the development of a range of lubricants for the markets of transport, construction, marine, power generation, agriculture. Development of customer value proposition for those market segments.
• Budget and projects responsibility for R&D programs, industrial launch of new products, marketing plan, market studies and sales target definition.
1989 - 1994• Industrial Lubricants: Responsible with 4 laboratory technicians for customers technical assistance and development of new products for the turbine and refrigeration industries.
• Bitumen: Responsible with 4 laboratory technicians for R&D projects to better understand the phenomena of roads cracking.