Jean-Mi Godfurnon

Current

Head of Customer Relationships [CRM], Sales, Loyalty, Retention & Churn Management at KPN-TELE2 Belgium

Past

Head of Customer Service B2C at KPN-TELE2 Belgium
CRM Project Manager at Proximus - Belgacom Mobile
CRM Analyst at Proximus - Belgacom Mobile

Customer Service Assistant at Proximus - Belgacom Mobile

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Education

IECN - Institut d'Enseignement Commercial de Namur

Recommended

9 people have recommended Jean-Mi

Connections

354 connections

Industry

Telecommunications

Jean-Mi Godfurnon’s Summary

About 10 years experience in customer relationships (customer service, call center, back office, complaint management, loyalty, retention, win back, project management,...) with focus on quality improvement and efficiency (cost management). Result oriented with customer focus.

Thanks to my different positions, I've relevant expertise in:
- Analysis (customer behaviour, customer satisfaction, impact measurement, business cases,...);
- Project management (short, middle and long term projects);
- Operational management (direct people management, supplier management, management outsourcing activities,...);
- Change management (review organization, efficiency improvement,...).

Jean-Mi Godfurnon’s Specialties:

People management, project management, change management, analytical mind, negotiation skills, Customer Service management (including forecasting, outsourcing and insourcing), cost/profit center management, ability to work well under pressure and multi-task.

Jean-Mi Godfurnon’s Experience

Head of Customer Relationships [CRM], Sales, Loyalty, Retention & Churn Management

KPN-TELE2 Belgium

(Telecommunications industry)

May 2008 — Present (1 year 8 months)

- Responsible for all customer relationships B2C & SOHO segment
- Design & implementation of a full loyalty & retention strategy (short, medium & long term)
- Responsible for customer service strategy
- People management of Coordinators/Managers
- Profit center manager (budget follow-up,...)
- CRM projects management (communication program,…)
- PR in French Medias (radio, television…) to represent TELE2 for topics related to customer relations
- Responsible for B2C sales
Head of Customer Service B2C

KPN-TELE2 Belgium

(Public Company; 1001-5000 employees; TEL2-B; Telecommunications industry)

October 2004 — April 2008 (3 years 7 months)

- Responsible for B2C customer operations
- People management
- Design of CS procedures and quality standards
- Organization and efficiency improvement
- Budget follow-up and costs reduction
- Definition and implementation of reporting tool
- Management of CRM projects (customer satisfaction program, multi-channel strategy…)
- PR in French Medias (radio, television…) to represent TELE2 for topics related to customer relations
- International mission to reduce service costs for TELE2 Mobile France (4 months mission)
CRM Project Manager

Proximus - Belgacom Mobile

(Privately Held; 1001-5000 employees; Telecommunications industry)

January 2002 — September 2004 (2 years 9 months)

- Strategic, operational and financial management of CRM projects (CRM software application, customer loyalty, multi-channel…)
- Commercial negotiations and contracts management with suppliers
- Taskforce management to improve service quality and customer loyalty
CRM Analyst

Proximus - Belgacom Mobile

(Privately Held; 1001-5000 employees; Telecommunications industry)

January 2000 — December 2001 (2 years )

- Analysis of customer satisfaction, customer loyalty, customer behavior, impact of marketing actions…
- Qualitative and quantitative market researches
- Project management
Customer Service Assistant

Proximus - Belgacom Mobile

(Privately Held; 501-1000 employees; Telecommunications industry)

September 1998 — December 1999 (1 year 4 months)

- Point of contact for customers
- Setup of actions to improve service quality
- Coaching on products and services (knowledge, call handling…)

Jean-Mi Godfurnon’s Education

IECN - Institut d'Enseignement Commercial de Namur

Graduate , Marketing-Management , 1997 — 2000

- Graduate finished with the mention "Grande Distinction"
- End of study report about "CRM as strategic tool for Customer Service" with the mention "La plus grande distinction"

Additional Information

Jean-Mi Godfurnon’s Groups:

Telecom Professionals
CRM Experts
Contact Center Professional
Tele2
BMB - PROXIMUS Employees & Alumni
CRM Focus Expert Group
LeadingLoyalty - Marketing Professionals
Loyalty 360 - The Loyalty Marketer's Association
CallCentre Search
Excellence in Customer Experience trough CRM, Customer Service & Marketing Loyalty
Asia Retail Congress
IIR Telecoms - Marketing Series