Club Med – Direct travel agency network, France (41 outlets, 150 staff, 350 M€ turnover)
Transform direct agency network to make it more productive and innovative.
Results over 4 years :
New shop concept designed and implemented across 60% of the network. Result: more consistent with the brand’s codes, use of new digital technologies and good customer experience in villages
Network optimisation: several closures, relocations and new openings, including franchise takeovers
Innovative concept launch: Maison Boutique in Lille (Street level, rue Basse)
Opening of first ever Appartement Boutique in Paris (Upper floor, 125 avenue des Champs Elysées)
Increased conversion rate, higher average customer spending and greater percentage of additional services sold
Time optimisation, including the development of an outgoing-call campaign focused on relationship building and transactions, and the organisation of sales initiatives focused on key shopping areas
Organisation and rationalisation
Launch of a new variable-pay structure consistent with strategic priorities
Structuring and implementation of a training programme; identification of high-potential employees; and career paths for salespeople and managers
Commitment, pragmatism and professionalism
Over a period of seven years Olivier was responsible for many of our transformation and optimisation projects which he executed with commitment, pragmatism and professionalism. He successfully and efficiently performed the task I gave him, i.e. to transform our direct travel agency network in France, in a particularly difficult economic and geopolitical context
A change management expert
Through his leadership skills, Olivier successfully mobilised his teams to start the strategic transformation of Club Med’s travel agency network in France. As a result the network became more productive and benefited from an improved geographical presence and an innovative and digitalised boutique concept. As a change management expert, Olivier helped sales teams to act as true, nimble and proactive commercial entrepreneurs
