Margaux Mathonnat

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 - 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 - 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 - 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 - 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