• General Summary
    Julien Nicolas
    Julien Nicolas
    Directeur de la Relation Client, Voyages-sncf.com
    Paris, France
    LocationParis, France
    GenderMale
  • Contact Information
  • Where does the information on this profile come from? Learn More.
  • Biography
    Définition et pilotage de la stratégie de relation client pour les sites voyages-sncf.com et tgv-europe.com (site paneuropéen de réservation de trains)
    Pilotage de projets transverses (satisfaction clients, information voyageurs….)...
    Read More
  • Professional Experience
    09/2014 - Present
    - Define global eCommerce and digital strategy
    - Increase BtoC sales
    - Increase BtoB sales
    - Define the marketing of offers, products and services related to trains
    - Define the marketing of offers, products ans services related to destination activities in France
    - Customer satisfaction
    The Business unit is based on various distribution channels :
    40 versions of websites (BtoB and BtoC) in over 30 countries
    A network of 30 000 accredited travel agents
    Call centers
    A network of shops in Italy, Switzerland, UK

    Member of the company's executive committee
    MD Voyages-sncf UK and Continental
    01/2008 - Present
    Définition et pilotage de la stratégie relation clients pour les sites voyages-sncf.com et tgv-europe.com (site paneuropéen de réservation de trains)
    Pilotage de projets transverses (satisfaction clients, information voyageurs….)
    Développement des outils selfcare web et mobile.
    Management d’une équipe de 70 collaborateurs et pilotage de 4 centres de contacts (500 conseillers)
    En charge des moyens de paiements, de la lutte contre la fraude.
    Membre du comité direction.
    Egalement membre du conseil d'administration de l'AFRC (association française de la relation client) et Vice-Président de SVA+ (Association d’autorégulation déontologique pour les services téléphoniques).
    04/2011 - 08/2014
    Head of Operations and Customer Services for Voyages-sncf.com (France and Europe).
    Defining requirements for operations to drive efficiency, customer satisfaction and loyalty through customer support services and sales call center.
    Developing online selfcare tools + mobile applications.
    Developing digital CRM approach (social networks :Facebook, Twitter..)
    Head of payment services, payment security and fraud management.
    Management of a team of 120 through 7 countries, 3 call centers (300 operators), 5 shops...
    Member of the company's executive committee

    Board Member AFRC (Association Française de la Relation Client)
    Vice President SVA +
    07/2008 - 04/2011
    Head of Operations and Customer Services for Voyages-sncf.com and TGV-Europe.com websites.
    Defining requirements for operations to drive efficiency, customer satisfaction and loyalty through customer support services and sales call center.
    Developing online selfcare tools + mobile applications (SNCF Direct, compagnon...).
    Management of a team of 70 and 3 call centers (500 operators) in France.
    01/2007 - 12/2008
    Management d’une équipe transverse : process, qualité, technologie

    Responsable de la relation clients des activités Train et Agence de Voyages : développement de la stratégie vente et support clients, externalisation d’une partie des activités (gestion des appels d’offres et des contrats), gestion des flux entre les centres.

    Responsable de la performance et de la qualité des centres de contacts : mail center internalisé (40 personnes), deux centres externalisés (100 personnes)
    02/2007 - 07/2008
    Customer Operations audit and Roadmap
    Management of a team of 7 : defining quality process and managing outsourcing project.
    01/2005 - 12/2007
    Pilotage des projets web
    > Refonte de l’aide en ligne : FAQ, agent virtuel, moteur de recherche
    > Changement de l’outil de suivi et de l’analyse de l’audience : implémentation de l’outil OMNITURE
    > Lancement de nouveaux services pour les clients : Offre de crédit, web call back
    > Lancement de l'Ecocomparateur :moteur de comparaison des offres de transports : train, avion, voiture personnelle

    Pilotage des projets relation clients
    > Implémentation d’une base de connaissance pour les centres de contacts (CCIL Instranet)
    > Etude et refonte des serveurs vocaux interactifs et de l’outil de distribution des appels
    > Optimisation de l’outil de gestion des mails

    Management de deux chefs de projet
    07/2005 - 02/2007
    Management of a team of 2
    Development of web projects :
    Selfcare, virtual agent, web call back
    Implemented a tracking and analysis tool : OMNITURE
    Implemented new services.
    01/2004 - 12/2005
    Implémentation d’un outil de gestion de campagnes (Suite Affinium d’UNICA), pilotage global du projet et conduite du changement.
    Développement marketing one to one (ciblage et personnalisation)
    Management de deux consultants
    09/2001 - 06/2005
    Implemented marketing campaign management tool.
    Developed and designed marketing campaigns in order to maintain the churn rate and keep the subscribers satisfaction at a high level
    Convinced current subscribers to upgrade their services
    Promoted Pay-per view programs and services,
    Promoted selfcare functionnalities on TV, Internet.
    Increased earnings of the “TPS Accessories” shopping service by 20%
    Managed the design and the development of the Internet customer support pages.
    Management of a team of 3 people.
    09/2001 - 06/2005
    Implemented marketing campaign management tool.Developed and designed marketing campaigns in order to maintain the churn rate and keep the subscribers satisfaction at a high levelConvinced current subscribers to upgrade their servicesPromoted Pay-per view programs and services, Promoted selfcare functionnalities on TV, Internet.Increased earnings of the “TPS Accessories” shopping service by 20%Managed the design and the development of the Internet customer support pages.Management of a team of 3 people.
    01/2001 - 12/2004
    En charge de la production des courriers et mailings et des applications interactives de gestion de l’abonné : TV, Audiotel, SVI, Internet
    Création des mailings et pilotage des prestataires éditiques
    Refonte du site Internet
    Création de nouvelles fonctionnalités pour gérer son offre et son abonnement en selfcare.
    Management d'une équipe de trois personnes
    Show All Professional Experiences (9)
  • Educational Background
    Show All Educational Background (2)
  • Professional Skills
    CRM
    E-commerce
    Mobile Internet
    Digital Marketing
    Web Marketing
    Digital Strategy
    Customer Service
    Marketing Strategy
    grc
    E-business
    Social Commerce
    Team Management
    Project Delivery
    Online Marketing
    Social CRM
    Marketing
    Outsourcing
    Business Strategy
    Payments
    centres de contacts
    Management
    Online Advertising
    Project Management
    relation clients
    Customer Satisfaction
    Marketing Management
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