Purpose


Understand trends of automotive, energy and insurance ecosystems to build customer focussed value proposition exploiting the potential of each distribution channel.

 

Expertise


 

Project, operational and general management in marketing, sales & customer experience in various sectors Automotive, Consumer Electronics, Energy, Insurance.

International acumen to implement programs and set up organisation in Europe (France, Austria, The Netherlands, Germany and Switzerland) & CEE.


Business Development


Advice on strategic &
operational implementation:

 

Impacts of mobility & connectivity trends on automotive ecosystem and the down stream organisation: customer services, new channels and dealers structuring

International sales & marketing organisation and roadmap definition and implementation: iKAM, sales support & coordination, product portfolio management

Regional & International distribution strategies: trade terms harmonization, partner network setup, organisation and management


Credentials:

  1. Project implementation at European level to re-define the network organisation of an OEM to take benefit of synergies & consolidation

  2. Implementation of product management, European key account management and e-marketing functions – consumer electronics

  3. Definition of a pan-European trade terms harmonization strategy to recover control on distribution and profitability – Consumer electronics

  4. Business plan [Link], financial teaser [Link] & operational case study [link] for the launch of the start up HC SOLAR

  5. Exploratory study of the IAM/OES development of a tier1 automotive supplier in Australia - [Link]

  6. Organisation setup of the European development of an insurance company: organisation of subsidiaries & business development plan

Customer Experience


Advice &

operational setup:

 

Premium customers retention strategy and implementation plan

Customer segmentation based on expectations, business & financial relevance

Channel management (Network, distributors, Wholesale, e-commerce) to secure customers expectations on delivery and support treatment


Credentials:

  1. Implementation of the CRM Department for an OEM in Austria: customer voice records, customer marketing, data mining, customer satisfaction studies and mystery shopping

  2. Implementation of a quality audit to focus on behavioural customer treatment and regain trust and loyalty: NPS index reached  97% and the JD Powers customer survey increased from the last position (13) to the top 7 position. List of actions: service mystery shopping, on-site technical audits and coaching, trainings, animation of the network, Technical hotline with 2 levels of actions, focused CRM activities on customer problems cases.

  3. Design and implementation of pan European loyalty programmes for manufacturers (Volvo, FGA, Mazda, Citroen, Mercedes, Opel) including warranty extensions and complementary offers (maintenance, roadside assistance, Auto Loan Guarantee GAP protection) as stand alone products or linked to financial products.

University Lecturer


 

Lecturer for the MAS (Master of advanced studies) Sales Excellence at the HWZ (Hochschule für Wirtschaft Zürich). Topic: „International Sales Organisation“.

Referee


 

Einfluss der Entwicklung des Automotive Ecosystems auf Aftersales Management und Strategien March 2018, Forum Ersatzteillogistik 2018 – Wettbewerbspositionen mit digitalen Lösungen stärken, Bundesvereinigung Logistik (BVL), Nürnberg (D)

Challenges of a Dealer Entering the New Mobility Paradigm“ [Link] October 2017,

MOVE – Future Mobility Concepts and Enablers,  European Networking Group, Berlin (D).

Automotive Aftermarket – the Urge to Cooperate to Regain Footprint in 4-10 year Car ParcSegment April 2016, Service & Logistic Summit 2016 – Entering a New Era of Technology-enabled Services & Operations, ISLA (International Service Logistics Association), Düsseldorf (D)

After Sales Growth Strategy for OEMs – IAM Strategies & Big Data Business Opportunities“ [Link] October 2015, European Automotive Aftermarket Summit, Vonlanthen Group, Berlin (D)

Introducing a highly efficient second-line parts strategy to keep and attract price sensitive clients“ [Link] & Case study: Developing a competitive pricing strategy as a key to maintaining market share March 2015, Automotive Parts Management Summit, European Networking Group, Amsterdam (NL)

About


 

Hugues Chatelain, fluent in French, English & German with more than 25 years of general management experience in marketing, sales & operations in various sectors – Automotive (Renault SAS, Fiat Chrysler Automobiles Group, AUDI @Amag), Consumer Electronics (Nikon Europe BV), Solar Energy (HC SOLAR Consulting), Insurance (CarGarantie Versicherungs-GmbH). M.A. in Economics and Social Administration from the University of burgundy (F) and M.B.A in International Management from the University Louis Pasteur of Strasbourg (F)

 

 

 

Contact me to take the challenge of opening-up business for progress:

 

 

 

Tel.: +41 76 305 18 88

Email: hc@hcexecutive.com