Vice-Président & Directeur Commercial Monde Véhicules Utilitaires (GROUPE RENAULT )
Né en 1964
Marié, 3 enfants (25 ans, 22, 16)
2 Diplômé de l'ICAM Arts et Métiers, MBA EDHEC
Né en 1964
Marié, 3 enfants (25 ans, 22, 16)
2 Diplômé de l'ICAM Arts et Métiers, MBA EDHEC
Quelques dates Clés du Parcours de THIERRY PLANTEGENEST durant ses 33 ans d'expérience dans le Groupe Renault :
1987: Supply Chain / Opérations internationales (Renault Venezuela).
1990 : Directeur de Gamme Commerciale Monde - Clio, Twingo, Renault 5 & Renault 4 (Renault Corporate)
1995 : Directeur de la Succursale Renault Madrid (Renault Espagne)
1998 – 2008 : Successivement Directeur Marketing Pièces et Services (Renault France), Directeur Marketing Espagne (Renault Espagne), Directeur Marketing Europe (Renault Corporate), Vice-Président & Directeur Marketing & Après-vente Monde (Renault Corporate)
2011: Directeur des Ventes France (Renault France)
2013 : Directeur Client Monde (Renault Corporate)
2016 : Vice-Président & Directeur Commercial Monde Véhicules Utilitaires (Renault Corporate)
THIERRY PLANTEGENEST intervient sur de nombreux thèmes d’actualité et notamment expérience Client, raison d’être de la marque, gestion de cycle de vie des produits, raison d'achat...
La philosophie qui guide l’action au quotidien se résume à une réalité :
« L’expérience Client doit devenir une raison d’achat, elle doit même dépasser les raisons « classiques » du secteur automobile, le prix, le design, le confort ou la sécurité. Ainsi,
lorsque nous ne pouvons plus nous appuyer sur des nouveautés produits pour dynamiser les ventes, l’expérience Client prend le relais ! ».
Pour atteindre cet objectif, il faut accepter cette réalité : la Relation Client est sans cesse perfectible et il ne faut pas hésiter à la repenser, tous les trois ans, sans tabous !
Trois grandes étapes :
Trois grandes étapes :
1. La Transformation de l’Expérience physique : «Il était capital de transformer notre réseau physique en le réorganisant intégralement autour de l’accueil du
Client. Parcours Client repensé, adapté, point de vente connecté, nous sommes d’abord partis de l’intérieur avant de repenser l’extérieur ». La tâche était complexe car Renault ne possède en
propre que 30% de son réseau. «Il nous a fallu expliquer, convaincre, évangéliser les nouveaux standards de la relation Client».
2. La Transformation digitale : «Nous sommes parvenus à faire de centres de contacts des outils de connaissance et de satisfaction Client bien d’avantage que de simples
canaux de traitement des réclamations ». Pour y parvenir, un chantier colossal sur les bases de données a été engagé et les 70 call centers Renault répartis sur le globe sont interconnectés via
le CRM. «Il a fallu 36 mois pour opérer cette mutation et nos équipes ont été admirables»
3. L’excellence Client concentrée sur 7 moments de vérité : Le profond travail de connaissance Client a commencé par l’identification de sept moments-clés. Pour chacun
d’eux, tout a été mis en œuvre à des fins d’optimisation, de simplification.
« Il a fallu repenser l’action de nos vendeurs en misant davantage sur l’empathie, nous nous sommes inspirés des codes du monde du luxe pour proposer aux clients Renault une expérience
réellement différenciante ».
THIERRY PLANTEGENEST peut intervenir en Français, Anglais et Espagnol
THIERRY PLANTEGENEST peut intervenir en Français, Anglais et Espagnol
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Vice-President & Commercial Director World Commercial Vehicles (RENAULT GROUP)
Born in 1964
Married, 3 children (25, 22, 16)
2 Graduated from ICAM Arts et Métiers, MBA EDHEC
Some key dates of THIERRY PLANTEGENEST's career during his 33 years of experience in the Renault Group:
1987: Supply Chain / International operations (Renault Venezuela).
1990: Global Commercial Range Director - Clio, Twingo, Renault 5 & Renault 4 (Renault Corporate)
1995: Director of the Renault Madrid Branch (Renault Spain)
1998 - 2008: Successively Marketing Director of Parts and Services (Renault France), Marketing Director Spain (Renault Spain), Marketing Director Europe (Renault Corporate), Vice-President & Global Marketing & After-Sales Director (Renault Corporate)
2011: Sales Director France (Renault France)
2013: Global Customer Director (Renault Corporate)
2016: Vice-President & Commercial Director World Commercial Vehicles (Renault Corporate)
THIERRY PLANTEGENEST works on many topical issues including Customer experience, brand raison d'être, product life cycle management, reason for purchase ...
The philosophy that guides the action on a daily basis comes down to a reality:
"The Customer experience must become a reason to buy, it must even go beyond the" classic "reasons of the automotive sector, price, design, comfort or safety. So when we can no longer rely on new products to boost sales, the Customer experience takes over! ".
To achieve this objective, we must accept this reality: Customer Relations are constantly improving and we must not hesitate to rethink it, every three years, without taboos!
Three main stages :
1. The Transformation of the Physical Experience: "It was essential to transform our physical network by completely reorganizing it around the reception of the Customer. Customer journey redesigned, adapted, connected point of sale, we started from the inside before rethinking the outside ". The task was complex because Renault owns only 30% of its network. "We had to explain, convince, evangelize the new standards of customer relations".
2. Digital transformation: "We have succeeded in making contact centers tools for knowledge and customer satisfaction much more than just channels for handling complaints". To achieve this, a colossal database project has been undertaken and the 70 Renault call centers spread across the globe are interconnected via the CRM. "It took 36 months to make this change and our teams were admirable"
3. Customer Excellence Focused on 7 Moments of Truth: The deep work of getting to know the Customer began with the identification of seven key moments. For each of them, everything has been done for optimization, simplification.
"We had to rethink the actions of our salespeople by focusing more on empathy, we were inspired by the codes of the luxury world to offer Renault customers a truly differentiating experience".
THIERRY PLANTEGENEST can intervene in French, English and Spanish
Born in 1964
Married, 3 children (25, 22, 16)
2 Graduated from ICAM Arts et Métiers, MBA EDHEC
Some key dates of THIERRY PLANTEGENEST's career during his 33 years of experience in the Renault Group:
1987: Supply Chain / International operations (Renault Venezuela).
1990: Global Commercial Range Director - Clio, Twingo, Renault 5 & Renault 4 (Renault Corporate)
1995: Director of the Renault Madrid Branch (Renault Spain)
1998 - 2008: Successively Marketing Director of Parts and Services (Renault France), Marketing Director Spain (Renault Spain), Marketing Director Europe (Renault Corporate), Vice-President & Global Marketing & After-Sales Director (Renault Corporate)
2011: Sales Director France (Renault France)
2013: Global Customer Director (Renault Corporate)
2016: Vice-President & Commercial Director World Commercial Vehicles (Renault Corporate)
THIERRY PLANTEGENEST works on many topical issues including Customer experience, brand raison d'être, product life cycle management, reason for purchase ...
The philosophy that guides the action on a daily basis comes down to a reality:
"The Customer experience must become a reason to buy, it must even go beyond the" classic "reasons of the automotive sector, price, design, comfort or safety. So when we can no longer rely on new products to boost sales, the Customer experience takes over! ".
To achieve this objective, we must accept this reality: Customer Relations are constantly improving and we must not hesitate to rethink it, every three years, without taboos!
Three main stages :
1. The Transformation of the Physical Experience: "It was essential to transform our physical network by completely reorganizing it around the reception of the Customer. Customer journey redesigned, adapted, connected point of sale, we started from the inside before rethinking the outside ". The task was complex because Renault owns only 30% of its network. "We had to explain, convince, evangelize the new standards of customer relations".
2. Digital transformation: "We have succeeded in making contact centers tools for knowledge and customer satisfaction much more than just channels for handling complaints". To achieve this, a colossal database project has been undertaken and the 70 Renault call centers spread across the globe are interconnected via the CRM. "It took 36 months to make this change and our teams were admirable"
3. Customer Excellence Focused on 7 Moments of Truth: The deep work of getting to know the Customer began with the identification of seven key moments. For each of them, everything has been done for optimization, simplification.
"We had to rethink the actions of our salespeople by focusing more on empathy, we were inspired by the codes of the luxury world to offer Renault customers a truly differentiating experience".
THIERRY PLANTEGENEST can intervene in French, English and Spanish