Jacques Chatain
Director, customer program
Profil professionnel
- Recommended skills in automotive business development, marketing strategy, aftersales, digital & connected car data-based ecosystem, customer care and experience.
- International background, able to deal with both strategy and operations management levels
Vue d'ensemble
24
24
years of professional experience
6006
6006
years of post-secondary education
Expérience
Director, customer program
RENAULT GROUP
Paris
03.2020 - Actuel
- Digitalization of the aftersales customer journey, seamless end-to-end with innovative services ; connected car maintenance ecosystem ; end-customers offers and commercial programs along the entire life cycle
- Results: >3,000 customers a day experiencing phygital à la carte customer experience, 1M connected customers with real-time proactive and predictive algorithms thanks to SDV based car connectivity
AfterSales & Total Customer Experience Director
RENAULT
Zürich, CH
01.2017 - 02.2020
- Responsible for the global customer care perimeter : quality & service, 150M€ aftersales T/O, dealer network negotiations, team 70 people CH+AT
- Results: Operative profits +17% (70M€)
- Breakthroughs : Used cars maintenance contracts + partnership Allianz
General Manager AfterSales Europe
RENAULT
Paris
03.2014 - 12.2016
- Management of aftersales and services commercial performance for 6 EU countries: T/O 380M€, profits 210M€
- Breakthroughs initiated: maintenance contracts integration into new car offers with RCI/MFS
Executive secretary to SVP, Chairman of Euromed-Africa region
RENAULT
Paris
07.2011 - 02.2014
- Chief of staff, support of region’s Chairman missions : prepare decisions, presentations, coordinate activities with all departments and operations
- Leader of the ‘New frontiers regional Total delivery Costs' Cross-Functional Team (savings 15M€/y)
Regional dealer network Senior Manager
RENAULT
Rennes
01.2006 - 06.2011
- Responsible for the regional dealer network of western zone with a sales volume of 25,000/year
Dealer network objectives manager
RENAULT
Paris
03.2004 - 12.2005
- Generate reporting, market analysis & forecasts of sales performance ; Renewal of the dealer network incentive scheme (volume > marketshare, 140M€ VME budget at stake)
Head of dept., Renaultp@rts project
RENAULT
Paris
01.2001 - 02.2004
- Build-up the e-business strategy of RENAULT within the BtoB parts aftersales market : business model and investments (40M€), e-commerce platform development managed with IBM US, launched in G5 countries.
Corporate product manager, bodyshop and painting
RENAULT
Paris
12.1998 - 12.2000
- Lead the bodyshop & paint line-up development (leader of an engineering / purchasing / logistic / marketing cross-functional team)
Product manager – bodyshop and painting market
RENAULT UK
London, GB
09.1995 - 11.1998
- Build and deploy commercial action plans and promotional campaigns
Formation
Leadership program for executives
CEDEP (INSEAD Fontainebleau)
E.S.S.C.A. - Master’s degree in management
Ecole Supérieure des Sciences Commerciales d'Angers
Scientific « Baccalauréat C » - Mathematics & Sciences
Lycée Saint-Michel
Compétences
Customer program
Commercial development
Aftersales
Digital strategy
Predictive maintenance, IA data-based
Electric and connected cars ecosystem - onboard and offboard
Management
Change management
Langues
Français
Langue maternelle
English
Courant
German
Opérationnel
Informations complémentaires
Hiking
Ski
Travels
Chronologie
Director, customer program
RENAULT GROUP
03.2020 - Actuel
AfterSales & Total Customer Experience Director
RENAULT
01.2017 - 02.2020
General Manager AfterSales Europe
RENAULT
03.2014 - 12.2016
Executive secretary to SVP, Chairman of Euromed-Africa region
RENAULT
07.2011 - 02.2014
Regional dealer network Senior Manager
RENAULT
01.2006 - 06.2011
Dealer network objectives manager
RENAULT
03.2004 - 12.2005
Head of dept., Renaultp@rts project
RENAULT
01.2001 - 02.2004
Corporate product manager, bodyshop and painting
RENAULT
12.1998 - 12.2000
Product manager – bodyshop and painting market
RENAULT UK
09.1995 - 11.1998
Leadership program for executives
CEDEP (INSEAD Fontainebleau)
E.S.S.C.A. - Master’s degree in management
Ecole Supérieure des Sciences Commerciales d'Angers
Scientific « Baccalauréat C » - Mathematics & Sciences
Lycée Saint-Michel