I am Hervé Guillot

I am obsessed with customers and their satisfaction. Operations are my domain, scalability the key to success and people the wealth of a company.

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About

Interesting Me

Life must be full of challenges. Some are chosen, some are imposed. Sailing a boat was a dream and today it is a reality! Running a marathon in almost 3h30 was another! Objectives achieved! What next?
In my 20-year career I have demonstrated my obsession with customers. Whether it was in retail shops as a shop director in my 20s, or in the digital world at Apple or Treatwell in my 30s.
What is the challenge for the 40s? To see higher ? bigger ?
Operations is my area of excellence with validated experience at Treatwell where I managed operations locally and now globally. With 4 departments in my business unit, (Customer Experience, Marketplace Content, Learning & Development and Quality Assurance), I dedicate every day to optimising processes, flows, reducing operating costs, supporting the company's strategy and of course developing my teams.

Know More

1

Award : Treatwell Glowies
Best Customer Experience

153

direct and indirect reports end of 2022

10000000

2022 OPS budget

50000

hours saved by working on scalability in 4 years

Resume

Here Is My Full Resume

Scientific studies were started but stopped for economic reasons. The first 10 years of my professional career were spent in retail, and the next 10 in the internet.

Education

Master in architecture   

2001-2003

École d’architecture de la ville & des territoires Paris - Est

Degree in architecture

1998-2001

École d’architecture de la ville & des territoires Paris - Est

Experience

Abogados para tus deudas

COO - Interim

March 2023 | January 2024 - Barcelona

Leading all departments including sales, customer service, billing and debt collection, legal, technology and accounting in order to digitise this legaltech dedicated to debt cancellation, from an archaic system to a digital one.


Key figures:

  • More than €7,000,000 of debt cancelled since March 2023

  • Key achievements:

  • Digitalization of all internal and external processes
  • Launch of a new self-service customer portal
  • Structuring customer service
  • Implementation of structured onboarding for employees

  • Measured impacts:

  • Reduction in operating costs (-15%)
  • Reduction in case processing times (-23%)
  • Reduction in the number of contacts per case (from 39% to 24%)
  • Improved payment rate from 80% to 86%
  • Treatwell

    Group Operations Director

    March 2021 | December 2022 - Barcelona

    Lead a cross-functional business unit including content teams, CX, L&D and QA. The main task was to merge Treatwell and Uala operations (teams, processes, tools) and redefine the customer journey. Major work on team efficiency and productivity, by integrating all the tools (internal and external) and automating certain tasks as far as possible.


    Key figures:

  • 150 direct and indirect reports
  • 10 million euros annual budget

  • Key achievements:

  • Merging completed
  • New customer journey
  • Most operational tools are integrated (internal & external)

  • Measured impacts:

  • Customer satisfaction improved from 84% to 88%
  • Repeat rate (from 1 to 2 bookings) has risen from 46% to 61%
  • Treatwell

    Group Marketplace Content Director

    March 2018 | March 2021 - Barcelona

    Lead the department responsible for the online presence of Treatwell partner profiles on the marketplace. This is done through the in-house SaaS that the salons will use on a daily basis to manage their business. Define the Content strategy to drive growth to the business and the key objectives outlined at a departmental and company level. Includes optimization of the marketplace through keywords, filters, photography, descriptions, in order to have an optimal SEO and a constantly increasing conversion.

    Key figures:

  • 11 countries and 7 languages
  • Improved efficiency of profile creation from 3h to 50 minutes

  • Key achievements:

  • Implementation of a global strategy
  • Alignment of processes across the group
  • Increased conversion by 4 points
  • Automation of many tasks
  • Treatwell

    Operations Director FR IT ES

    July 2017 | March 2018 - Barcelona

    Lead a cross-functional business unit including content teams and customer experience teams for France, Italy and Spain. The key challenge was to transform all the local teams into two large global teams across the group. The aim was to align processes, optimise the flow between the Sales team and Content and then Account Manager, the same between CX and AM and finally to rationalise resources so as not to have to increase FTEs in proportion to Treatwell’s growth. Start of the implementation of the self-service mentality for salons and customers.

    Key figures:

  • Minus tens of thousands of outbound calls related to bookings received on the marketplace
  • Decrease in cancellations due to salons from 3.7% to 1.1%.

  • Key achievements:

  • 2 new departments: CX and MC
  • Rollout or elimination of the shortened lead time for all markets.
  • Quality control implementation in FR IT ES for the content team
  • Treatwell

    Operations Manager FR

    September 2016 | June 2017 - Barcelona

    Lead a cross-functional business unit including data entry team and customer service team for France. The key challenge was that both teams were brand new, with no structure, no process, no strategy, understaffed and the previous manager too junior. France was a baby market that had not yet had time to gain the experience needed to be stable. The first decisions were to hire the missing people and to implement all the fundamentals such as processes and flows. Numerous shadowings with local teams to have an overview. Decrease lead time on the marketplace to increase last minute bookings. This led to an explosion in the number of bookings, making France the 4th largest Treatwell market.

    Key figures:

  • Increase in bookings for France 2 times higher than Treatwell.
  • Conversion rate increased by 2 in France
  • Cancellation rate of the salons divided by 2 in France

  • Key achievements:

  • France becomes the 4th largest Treatwell market
  • Lead time reduction
  • Rubycom

    Sales Manager then Quality Manager

    November 2015 | September 2016 - Barcelona

    Initially lead the sales team for a French operator. Hiring and training the teams to achieve the sales targets. It quickly became clear that a quality department was needed between Rubycom and the operator. I took over this new position and implemented the entire quality process, followed by training for current employees and future recruits. Documentation of processes to ensure the efficiency and productivity of the teams. Setting up weekly calibration meetings with the operator.

    Sellbytel

    Team leader French EMEA - Apple

    July 2013 | November 2015 - Barcelona

    Led the French-speaking service and sales team for Apple’s online marketplace. Hired, trained and monitored each employee in the Barcelona and Valencia offices. Implemented quality monitoring especially for the peaks of activity in September (new product launches) and Christmas, as well as during the year for occasional launches. Permanent contact with the headquarters in Cork in order to have a constant feedback. Customer experience is a must at Apple and it was a privilege to be the guardian of it on a daily basis.

    Decathlon

    Department manager

    June 2011 | May 2013 - Montpellier

    Management of the swimming department regarding sales, stock, products, team.
    Hiring, training and coaching the team on a daily basis.
    KPI’s, meeting sales targets.
    Creating marketing events / sports competitions. Animate the event for the whole shop with the microphones.

    COS

    Store Manager

    January 2009 | May 2011 - Bruxelles

    Managing the COS shop in Brussels Rue Neuve Hiring, training and coaching the team on a daily basis.
    Administrative tasks, KPI’s, meeting sales targets, monitoring stock and shrinkage.
    Customer service, understanding their needs, Merchandising
    COS is a luxury brand. Taking 1 hour for a customer is normal.

    2iAD

    Founder

    April 2007 | December 2008 - Paris

    Experience of entrepreneurship in the field of personal assistance.
    Creation of a businnes plan.
    Integration of a business incubator to have follow-up and support.
    Creation of a one-man business to teach and help individuals with computers.
    Discovery of the challenges linked to the creation of a company.
    Obtained a license from the Paris Police Headquarters for computer training.
    Creation of marketing campaigns to target my clients.
    Canvassing at home.

    H&M

    Floor Manager

    September 2006 | March 2007 - Paris

    Célio

    Store Manager

    October 2003 | July 2006 - Paris

    Skill

    I Am Expert

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    Analytics

    Communication

    People

    Problem Solving

    Decision Making

    Leadership

    Service

    More about me

    Languages

  • French - Native
  • English - Proficient
  • Spanish - Proficient
  • Licenses

  • Driver License B - 2007
  • Skipper License
    "Patrón de Yate" - 2022
  • Software

  • Google Suite - 5/5
  • Microsoft Office - 5/5
  • Looker - 4/5
  • Excel - 4/5
  • Salesforce - 3,5/5
  • Jira / Asana / Trello - 3,5/5
  • Zendesk / Intercom - 4/5
  • Photoshop - 2/5
  • HTML - 2/5
  • Volunteering

    Hospital Clinic Barcelona

  • Test subject for medecine since 2016
  • Vaccin trial - Covid-19 | 2021 / 2022 Worlwide studdy - Phase 3 Unidosis vaccin
  • Contact

    Contact With Me

    Hervé Guillot
    Carrer de la Cera 53, Piso 2º 2ª, 08001, Barcelona, SPAIN
    Tel: +34653930522
    Year of Birth: 1980

    Linkeding Profile Linkedin: Hervé Guillot