Olivier Crucq

Define, drive & coordinate implementation of cross-divisional action plans aiming to improve customer satisfaction & efficiency (First Time Right) on key customer interactions including ordering, provisioning, installation, usage, billing & support.

- Customer Interaction owner for core Customer Interactions and related Customer Satisfaction objectives and efficiency targets (OPEX / COGS).
- Centralize, prioritize and drive all requirements and priorities of the Consumer Business Unit related to Key customer interactions towards Operations, Engineering & IT departments.
- Define and validate IT and HR requirements, drive required capacity and actions plans.
- Integrate long-term transformation aspects related to Core Customers Interaction including impacts on Customer Experience and Efficiency.
- Centralize, prioritize, recommend and validate global roadmap (including IT roadmap) for e-Transformation initiatives impacting Belgacom and Proximus Web sites, Skynet and corporate activities. Define action plan for e-interactions, automation/self-service, e-sales, e-billing, e-Reputation, media integration and existing and planned support activities (C2C platform and forums).
- People management of Customer Interactions team (6 people).

Define, drive and implement end-to-end Marketing plan of TV portfolio (Belgacom TV, Mobile TV, PCTV), including product plan, go-to-market activities (acquisition, retention, upselling), communication plan and sales channel marketing.

- Analyze customer needs, competitive environment and company strategic goals in order to build adapted product roadmap, go-to-market plan and content strategy.
- Drive product strategy, TV related requirements towards internal and external suppliers. Define price positioning of each feature based on costs, competition and customer insights. Manage all operations related to launch, installations, operations, maintenance and repair.
- Analyze all drivers behind acquisition, churn and ARPU and build an effective and actionable go-to-market plan in order to reach commercial objectives on those 3 pillars. Target segments with adapted value propositions through appropriate medias and closely monitor ROI of each action. Regularly measure customer satisfaction and adapt product/marketing plans accordingly.
- Define sales objectives in line with budget and business case. Drive an efficient channel strategy. Develop commercial partnerships and alternative sales approaches complementing direct sales.
- Define ATL/BTL communication plan ensuring right positioning of the product amongst target group. Manage communication budget.
- Drive and monitor business cases of Belgacom TV, Mobile TV and PCTV. Follow up actuals vs budget and take all necessary actions to improve profitability of product portfolio.
- People management of TV marketing team (15 people).

Responsible for Product Management team in charge of residential broadband solution of Belgacom Group

- Define & drive all activities related to product management of Belgacom Broadband products for residential market as well as related devices (modems, accessories) and applications (iTunes music download, video streaming, photo prints etc).
- People management of Broadband & Applications team (6 people).

- Manages all activities related to product management of residential ADSL products & related options (volume packs extensions, family pack, security pack).

- Develop and market applications promoting use of ISDN amongst business segment, especially doctors & health sector.

- Analyze Sales & Distribution processes and turn them into suitable requirements in order to customize SAP SD module.