mathieu jougla

managing director

About

More than 10 years in the customer experience industry with a background in engineering, I like to get off the beaten tracks and discover new challenges. After an entrepreneur experience and leading some large operations at Webhelp, I am now responsible for the development of Webhelp offering on innovative technologies for customer experience. Based in Paris HQ, we use AI and Omnichannel to deliver new and digitized customer experiences.

Country

france

City

paris

Industry

telecommunications

Skill

management, team management, telecommunications, product management, crm, business development, outsourcing, project management, team leadership, call centers, business strategy, operations management, service delivery, cross functional team leadership, team building, pre sales, strategy, mobile devices, customer management, customer relationship management, customer experience, gestion de linnovation

Experience

bid manager

nokia

2001-7 - 2002-8 · 1 yr 2 mos

Pre-sales on telecommunication solutions for added value services

managing director

telecats

analyst

accenture

2003-4 - 2004-12 · 1 yr 9 mos

Involved in great IT transformation project

business development director - technology enablement

webhelp

2018-3 - Present · 8 yrs 7 mos

Responsible for developping Webhelp Technology acceleration for customer experience offering, dedicated to 3 sweet spots: Artificial Intellingence , Omnichannel and Digital Interactions between consumers and brands.

r and d solutions director

webhelp

2015-3 - 2018-3 · 3 yrs 1 mo

* We are a team of experts focused on producing innovative customer experiences. We use AI, chatbots, digital and mobile channels to build new opportunities. * We collaborate with startups, incubators, consulting companies and our colleagues from all over Europe. We work in a fast-paced environment with the ambition to deliver a minimum valuable product as soon as possible to take decisions to continue, pivot or cease. * Key responsibilities: * Team management, recruitment * Project delivery * Sales and innovatio chapter in RFPs * Budget and business model * Stakeholders management * speaker at marketing events

development director and co-founder

solvencia as

2013-3 - 2015-3 · 2 yrs 1 mo

* Solvencia is a company specialized in soft debt collection, and respectful for people. We built the company from scratch in 2 (busy) years. Solvencia has been fully acquired by Webhelp * Key responsibilities: * Business Development * Offshore Operation management * P&L management * Team management

senior key account director -telco

webhelp

2007-10 - 2013-3 · 5 yrs 6 mos

* BPO operations, specialized in telco industry. I was directly responsible for more than 35M€ business revenue, involving more than 1200 people across 4 countries. * Key responsibilities: * Client satisfaction * P&L * Business Development * Key competences: * Contact Center management * Problem solving * Contract management * Business development, presales, bid management * Management of account managers * Organization and process optimization * Omnichannel Customer Relationship Management (Inbound and outbound calls, back-office and digital CRM)