12 years of experience in business development and customer relationship management in Europe and Asia Pacific. A proven ability to design and execute strategic business plans in complex and multicultural environments, while transforming organizations and driving change. Worked with global companies in multiple sectors from finance, internet services, technology, fast moving consumer goods and hospitality. Strong focus on customer experience management, customer life cycle management, sales management, process re-engineering and operational optimization. Led teams of up to 200 staff across Asia.

Regional Business Development Director - Asia Pacific @ • Develop and execute regional sales and business development strategy across Hong Kong, Indonesia, Malaysia, Philippines, Singapore and Thailand • Leverage integrated marketing communications to ensure effective delivery of messages across all delivery channels • Drive end-to-end sales process including on-site presentations, RFI response, client workshops, service design, RFP submission, negotiation and legal framework • Collaborate closely with delivery teams to ensure that proposed offerings and services fully meet customers’ business requirements • Manage multi national key accounts to support their growth and ensure their satisfaction throughout the lifecycle of the relationship • Monitor market trends and develop new differentiating services that will help strengthen the competitive advantage and accelerate the growth of Teledirect From September 2014 to Present (1 year 4 months) SingaporeHead of Retail Operations and Development - Singapore @ • Member of the Management Committee of Nespresso Singapore Market • Led a team of 30 employees across 2 boutiques (1 flagship and 1 boutique in department store) • Contributed to creating the 5-years business strategy for Singapore based on the external environment, espresso machines market, coffee market, consumption trends and CRM analytics (2014-2018) • Collaborated with Marketing and CRM teams to build a marketing and commercial activities calendar for 2014 with a 360 approach integrating ATL communications, CRM activations and commercial promotions • Built strong relationships with shopping malls and department stores in Singapore through the active search and negotiations for new boutique openings From January 2014 to August 2014 (8 months) Regional Customer Service Manager - Asia @ • Member of the Management Committee in Asia liaising with Country General Managers to support strong business growth in China, Hong Kong, Macau, Malaysia, Singapore, South Korea and Taiwan • Led a team of 8 direct reports overseeing 120 employees across 6 internal and external centers • Defined the customer experience roadmap for the region in line with the global CRM strategy • Optimized internal, outsourcing and consulting budgets through increased productivity • Delivered the best customer satisfaction improvement Worldwide in 2012 and 2013 • Initiated a consolidated customer feedback management process to promote continuous improvement and reduce customer complaints (reduced by half between 2012 and 2013) • Designed and implemented a people development, motivation and empowerment plan resulting in a strong decrease in staff turnover and increased in staff engagement From July 2010 to December 2013 (3 years 6 months) Project Manager - Global @ • Member of the International Customer Relationship Center Operations Team • Responsible for global projects covering 22 sites, 1200 employees and 11 million contacts in 2010 • Assessed and provided strategic expertise to sites in Australia, Japan, Singapore and South Africa • Redefined the global approach and processes for B2B customer relationship operations • Produced a roadmap clarifying and rationalizing outsourcing of call center operations • Led the implementation of a global infrastructure program for the company From January 2008 to June 2010 (2 years 6 months) Fulfillment Manager - France @ • Managed 3rd party logistics companies for the fulfillment of 2 million orders in 2007 • Controlled and optimized a budget through contract negotiations • Launched new services for B2B and B2C customers: parcel tracking, evening delivery and gift service • Monitored and reported key performance and quality indicators to senior management From September 2005 to December 2007 (2 years 4 months) Paris Area, France

Leadership Program @ London Business School From 2013 to 2013 Master's degree, European Marketing and Management @ IDRAC Business school From 1998 to 2002 Baccalaureat with honors, Science @ Cite Scolaire Internationale Lyon From 1988 to 1998 Ricart Valvekens is skilled in: Management, Customer Experience, Team Leadership, Customer Service, Team Management, Outsourcing, Customer Retention, Cross-functional Team Leadership, Operations Management, Customer Satisfaction, Change Management, Leadership, Call Centers, International Project Management, FMCG