When Sandrine LATOUR (*) goes on a mission
(*) As a measure of confidentiality, the identity of the interim manager and the client are changed
1. BACKGROUND
The client is a family business specialising in insurance and services for everyday products.
As part of a vacancy coupled with the challenge of digital transformation of its management and customer relationship services, the group’s management wishes to strengthen its team with an interim Director of Customer Management & Experience with a strong innovation component in order to successfully implement omnichannel.
2. DISPOSITION
In less than 72 hours, thanks to a solid network of managers from the WAYDEN pool, Aude DIONNET, Associate Director, organizes with the client by videoconference, in order to present Sandrine LATOUR.
Her career as Director of Customers, Development and Innovation at several major mutual insurance companies is a perfect match for the skills she is looking for. On a human level, she knows how to carry out this type of transformation, in particular through her ability to involve teams in innovative subjects.
3. MISSION
Reporting directly to the Director General of the BU, Sandrine LATOUR, supported by the Associate Director WAYDEN, is responsible for ensuring the RUN and the CHANGE:
- On the one hand, the strategic and operational management of customer service to ensure the continuity of operations
- on the other hand, the adaptation of management and liability to the challenges of digital transformation to lead the company towards a new level of mastery and innovation in terms of omnichannel customer relations
4. ASSESSMENT
As part of this mission, Aude DIONNET agreed on a monthly follow-up with Sandrine LATOUR and the client. This mode of operation makes it possible to establish agile and effective communication between all parties.
The result is a great success in meeting the objectives of this mission, the criticality of which is largely based on the team’s adherence to the company’s organizational and digital transformation project.