Damien Fourmond

Experience

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  Four Seasons Hotel George V - Paris

  May 2001 - Oct 2001

  Assistant Chief Stewart

  Cooking and service material global management.Manage team, planning, recruitment, evaluation and training – 30 peoples.Manage stock, suppliers’ relations, selection and orders – €4M.Ensure material and machines cleaning, hygiene and security procedures implementation (HACCP) and run internal and external quality controls accordingly.

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  Align Technology

  Oct 2001 - now

  Leading and driving customer centric culture transformation in France. Empowering management and customer facing functions and building mechanisms and routines to use customer feedback and data to identify problems, create and optimize customer programs, and implement strategies to accelerate the growth of retention, utilization, and advocacy opportunities.Implementing and leading local governance for continuous improvement, customer experience project management, and KPIs tracking, visibility and follow-up.Remarkable achievements:NPS +38ptsEase of Doing Business +8%Support Experience +14%Customer Effort Score +10% Show less Deploying global customer centric strategy in EMEA, focusing on key imperatives and in close collaboration with Voice of Customer, Continuous Improvement and Culture Transformation teams.Supporting Service Culture transformation roll out across the region with trainings, workshops, best practice sharing and business reviews - France, Middle East, UKI, Iberia, Italy, BeNeLux, Israel, Turkey.Medallia Voice Of Customer plateform and KPIs management - hierarchy, user set-up, data accuracyClose the Loop with Customer process management, from training to routines implementation and tools optimization for frontline teamsHumanizing Data creating simplified dahboards and reportsLocalization of Global CX Week in the region Show less Planning, content, agenda and training devliery management (product knowledge, sales process, sales skills, soft skills) to the entire sales force (field and office based) in line with company strategic imperatives, product launches, business processes, tools and individual development plans, in close relationship with every stakeholders and topic experts, local and international.Remarkable achievements:Complete transition from face to face trainings to fully digital online trainings (Covid19 lockdown)Full Revamp of local New Hire Orientation program Show less Part time assignement (40% for 5 months) to a global project based on the Design Thinking model launched as an incubator in France and sponsored by internation stakeholders, with the ultimate goal to adapt the global company culture and make it more customer centric. The project was divided in three steps : Research (primary and secondary), Concept Design and Testing (iteration process), Recommendations Presentation (board of global Vice Presidents and Directors).Remarkable achievments:Roll out and implementation of recommendations in 2020 in France, ANZ, Dubaï and North America. Show less Develop, drive and execute the marketing initiatives in the region.Working together with Marketing Director to define marketing strategy for the region and drive the strategic planning process, and with central Marketing Leads to drive creation and execution of regional marketing plan including product, consumer and commercial plans and in line with the clinical team education plan.Owner of portfolio numbers for the region and execution of the product strategy. Own and drive the overall product and portfolio growth in the region, professional PR, local congresses and marketing events for the region.Execute consumer marketing plan and delivers on brand growth strategy, web KPI and lead conversions.Drive and create commercial initiatives for the region including practice marketing programs, promotions, services programs and financial services.Mobilize and optimize resources to support the growth of potential market.Lead impactful new product launches by orchestrating all marketing functions.Develop and supervise local implementation plan for growth strategy and the annual operational plan, in alignment with region plan.Identify market opportunities by market research and provide input to the marketing team and region team.Own the competitors activities and propose counter-measures.Execute on Event recruitment strategy.Actively visit customers and build strong network with KOLs and industry partners.Remarkable achievements:2015 Rising Stars : Agility Developing Center Show less Implement the global European strategy taking into account the local regulatory limits and business environment. Directly reporting to Country Manager and working in very close relationship with the European Marketing Departments Managers.Analyze market structure, actors and KOL, regulation and competitors and set recommendations.Define and manage the communication activities on both B to B and B to C levels, including press and public relations, advertising and social media, in strong relationship with respective agencies.Define and manage Professional Education Program for customers from content to agenda.Build effective reports and dashboards to measure global performance and specific actions and projects.Validate all translated marketing material (brochures, websites, adverts, presentations, videos).Remarkable achievements:2014 Rising Stars : European Leaders Developing Center2014 overall business growth of 34%2013 overall business growth of 37%2012 overall business growth of 30% Show less Run and improve business analysis and sales team activities dashboards.Ensure CRM adoption and good usage by sales team through evaluations and trainingsManage customer events set-up and registrations.Manage payroll, expenses report and payment and HRManage all suppliers payments and contracts related to office and equipment including, cleaning service, cars, telephones.Entirely manage the office move to a new location.Remarkable achievements:2010 European Service Award Show less

  • Sr. Manager Customer Advocacy

    Oct 2022 - now

  • Sr. Manager Customer Experience EMEA

    Nov 2020 - Dec 2022

  • Sales Trainer France

    Apr 2018 - Nov 2020

  • Service Culture Incubator

    Sept 2019 - Jan 2020

  • Area Sales Manager, France

    Jan 2017 - Jul 2018

  • Marketing Manager France & Benelux

    Feb 2015 - Jul 2017

  • Marketing Coordinator

    Jan 2011 - Jan 2015

  • Office Manager and Sales Administrator

    Jan 2007 - Dec 2010

  • Sales Administrator

    Jan 2003 - Dec 2006

  • Commercial Assistant

    Oct 2001 - Dec 2003