Brand & Customer Experience
International Marketing experience
French, English, Spanish, Italian
Adaptable, Dynamic, Empathetic
Work experience
January Brand & Customer Experience specialist; LEXUS EUROPE – Brussels, Belgium
2019 Defining European customer experience strategy: guidelines, standards, process, measurement
Oct
- Developing customer experience standards and guidelines in line with global brand strategy
2015 - Supporting market brand roll-out to ensure successful implementation across Europe
Margaux Mathonnat
- Set-up and coordination of pan-European mystery shopper program (sales and after-sales)-- Monitoring and analyzing customer feedback with Net Promotor Score (NPS)
International Mobility
- Analyzing, developing actions plans and reporting customer insights to top management
- Maximizing cross-functional relationships and facilitate best practice sharing
- Organizing annual European Lexus Experience conference and quarterly meetings with markets
Results (CY15-18): +17% Customer satisfaction increase – CEM (NPS)
+ 9% Retailer recommendation increase –New Car Buyer Surveys (NCBS)
Russia (number 1 market) fully aligned & compliant with Pan-European Experience program
Additional accomplishments: Toyota Motor Europe Pan-European graduate program, including:
- 2 weeks placement at a retailer & repairer - France
- 6 weeks on the line training at Toyota plant (paintshop, shift schedule) - France
July
Sept
2015
Information
Age: 29 (07/05/1990)
French Nationality
Driving license
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Customer Service Representative; DANFOSS – Neumunster, Germany
- Answer incoming queries and customer needs, from order processing to product delivery
- Coordinate with manufacturing sites in Europe to ensure timely delivery of products
Languages
January
June
2014
April
June
2013
Sales & Marketing Strategy; RENAULT – Paris, France
- Provided analysis and benchmark monitoring on key strategic orientations
- Creation of a communication kit and preparation of steering committees materials
- Realization/Analysis/Synthesis of specific reports related to the Group Strategy
- Project Management of cross-disciplinary tasks
Results: Submission of top priority actions for the Sales & Marketing strategy for +10 years
- Validation of the approach with Leasers Experts, transversal Divisions and Head of Regions
Junior Product Marketing Manager; BOSCH – Esbjerg, Denmark
- Comparison of Bosch starters and alternators with selected distributors in Europe
- Identification of the market position and product gaps (product cross-references, prices)
- Submission of an action plan for HC-Cargo range extension (development perspectives)
July
August
2012
Receptionist in the head office; Simone Pérèle – Paris, France
April
July
2011
Management of a shop in total autonomy; Kid’imieux – Paris, France
June
July
2010
Worker on a production line, Shift work; Rockwool-Isolation – France
Answered and screened calls, dispatching mails and for booking employees’ business trip
English: Fluent
Spanish: Fluent
French: Native
Italian: Intermediate
Skills & Trainings
Time management
Project management
Insights discovery training
Toyota Way Foundations
Toyota Business Practices
MS Office
Word, Power Point, Excel
Outlook
Merchandising, products selection, sales, and new tools development
(Danish group, manufacturing of stone wool fiber for insulation); France
Education
Interests
Travelling:
Latin America
Reading: Novels
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Master’s degree in International Marketing; IAE – Lyon, France
International business development, Strategic Marketing, Cross-cultural management
Universidad Panamericana; Guadalajara, Mexico Taught in Spanish
Marketing administration, Import/export, international negotiation
Social activities:
Restaurants, concerts,
Exhibitions, Theater
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Bachelor’s degree in International Business Management – Denmark
Sport: Badminton; Skiing
University of Southern Denmark, Esbjerg
International Marketing, Business Statistics, Environmental Economics
Music: Violin, 11 years
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Two year diploma in Business Administration; Lyon 1– Lyon, France
2009
A-levels in Economy and social sciences; with honors; Lyon, France
Corporate Strategy, Marketing, Communication, European Law, Financial Analysis
Piano, 4 years
