Fabrice Wolf

Experience

• 

  Insights by Kantar

  Jan 1994 - May 1995

  Télémarketing
• 

  Shell

  Jan 1995 - Jan 2019

  Accountable for customer experience and service, managing a $6 Millions budget. Leading a community of over 100 Customer Service Professionals across Europe and Asia, providing round-the-clock service to customers. International marine, a complex and highly competitive business, generating $500 million in proceeds, with a global presence spanning 55 markets and 700+ ports. Member of the Business Executive Committee. ▫ Defined and implemented a robust customer experience strategy, prioritizing key transformations.▫ Coordinated with internal and external partners to ensure top customer service and satisfaction.▫ Implemented Continuous Process Improvement (CI) initiatives to maximize efficiency and streamline operations.▫ Collaborated with business units and functions to co-develop distinctive Customer Value Propositions.Key achievements: ✓ Successfully offshored roles and activities from five countries into a shared service center in Manila.✓ Orchestrated a transformative organizational shift, reducing roles from 6 to 3 and achieving 10 FTEs in efficiencies.✓ Designed and implemented a new CRM tool, resulting in 10 FTEs in efficiencies.✓ Significantly increased Employee Engagement Score from 65% to 80% within one year.✓ Achieved a 50% reduction in operational costs over three years without compromising on HSSE and trade controls.✓ Delivered $3.2 million in value through Continuous Improvement initiatives in three years.✓ Elevated the customer satisfaction index from 7.0 to 8.4 in two years (CSAT, NPS).Marine Industry, Lubricants, Operational excellence, Continuous Process Improvement, People development, Change Management, Customer experience, Customer service, offshoring, onshoring, Net Promoter Score (NPS), CSAT (Customer Satisfaction), Customer Effort Score (CES), customer retention, customer loyalty, CVP, customer service, customer relationship, Customer Journey Mapping, Customer Personas, SAP, Salesforce Show less In charge of delivering enhanced customer experience for the Global Accounts lubricants business, a pivotal growth engine for Shell lubricants, contributing to international business revenues exceeding $1 billion with largest global B2B customers (OEMs, Mining, Power, etc...)Functional Management and coaching of 50+ front line teams in 3 regional Shared Centers.▫Established and implemented Global Accounts customer experience improvements strategy.▫Consolidated ways of working and fostered on-going dialogue and collaboration across countries.▫Elevated the customer experience with the strategic goal of transforming it into a key differentiator.Key achievements: ✓ Drove a strategic global change in culture, shifting focus to customer experience and value creation.✓ Deployed Global Accounts VOC Program, increasing Satisfaction Index from 6.8 to 8.7.✓ Led design and deployment of a 360° Customer Experience Assessment tool contributing to winning a major OEM new deal.✓ Engaged in selection of a new vendor and in the deployment a new VOC global platform.✓ Accomplished a radical shift in culture moving focus to customer experience and value creation. ✓ Delivered $5.3Mln value through CI initiatives in 3 yearsManagement, CVP Development, Coaching, E2E value delivery, Customer focus champion, Operational excellence, CI, RPA, Customer experience, Customer service, NPS, CSI, SAP, Salesforce Show less Led the eCommerce acceleration for Lubricants and fuel businesses.Functional Management and coaching of 20 eBusiness Specialists across 3 regions and 20 markets▫ Defined and implemented the eCommerce strategy for Lubricants & Fuel businesses across a broad and diverse range of internal stakeholders. ▫ Influenced and led a 2 years’ digital program to improve online system stability and functionalities.Key achievements: ✓ Influenced inclusion of eCommerce Targets in the sales scorecards globally.✓ Accelerated global e-Commerce transactions by 100% in 3 years, from +40% to 80%.✓ Achieved $6 million cost savings per year by eliminating manual transactions✓ Increased Customer Satisfaction Index with the online tool from 6.0 to 8.5. Management, eCommerce, Digital, EDI Delivery, CVP Development, E2E Value delivery, Communication, People development, Project Management, Customer Journey Mapping, Customer Personas Show less Functional management of 15 PLM specialists across 3 regions covering 20 markets.Complex cross-functional environment with extensive interfaces involving sales, marketing, supply chain, technology and product management.▫Implemented standardized processes, tools, and discipline to improve Product Lifecycle Management.▫Created a cross functional discipline with regular forums to enable reducing time to market, improve portfolio profitability and create extra supply chain flexibility.Key achievements: ✓ Reduced portfolio size by 10% while increasing profitability by 20%✓ Cut dead stocks value by 50%.✓ Reduced new products time to market by 5 weeks Process design, process deployment, Product portfolio Management, Coaching, E2E Value chain, Working Capital management Show less Managed 8 direct Sales staff in B2B Industry Transport & B2B2C Automotive, achieving €90M proceeds.▫ Participated in the design of new office-based sales roles in the European structure.▫ Recruited, trained and led deployment of a new office-based sales channel in France.▫ Initiated and completed multiple telemarketing activities to support growth.Key achievements : ✓ Drove +8% growth year on year on volume and margins. ✓ Coached and Promoted 3 staff to next sales fields roles.Sales Management, Sales coaching, Coaching on competencies, Cost control, Sales channel implementation, Change Management, Project Management, Activity Based Costing Show less Managed a team of 15 customer service professionals covering front and back-office activities in B2B2C sectors.▫Conducted the Euro currency implementation project for sales, marketing and customer service teams. ▫Contributed to the design of a new CRM tool in a multicultural team in Manchester UK.▫Participated in the design of a new CRM tool within a multicultural team based in Manchester, UK.▫Conducted CRM impact assessment for France and developed/delivered a comprehensive training program.Achievements :✓ Successfully deployed CRM tool to 150 front line teams with a 92% satisfaction post-training.✓ Improved service efficiency, resulting in an increase in customer satisfaction from 60% to 85%.Team Management, Customer mindset, Customer Service, Quality, KPI’s, Business Impact assessment, Change management, Training design, Training delivery. Show less

  • Customer Service and Experience Manager (Global)

    Jan 2015 - Jan 2019

  • Customer Experience Manager (Global)

    Jan 2012 - Jan 2015

  • eCommerce Manager (Global)

    Jan 2009 - Jan 2012

  • Marketing PLM Manager (BNFRX, Global)

    Jan 2006 - Jan 2009

  • B2B Sales Manager (France)

    Jan 2002 - Jan 2006

  • Customer Service Team Leader (France)

    Jan 1998 - Jan 2002

  • Sales Account Manager (South of France)

    Jan 1995 - Jan 1998