Denis Herail
Senior director Customer Care - EMEA - customer service/ fraud and moderation operations for Meetic at Match Group | Nanterre, Île-de-France, France
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Denis Herail currently serves as the Senior Director of Customer Care for the EMEA region at Match Group, overseeing the customer service, fraud prevention, and moderation operations for Meetic. In this strategic leadership role, he is responsible for defining and executing the overarching customer experience strategy across 21 diverse markets, ensuring consistency, quality, and operational excellence. Denis’s expertise in deploying complex transformation programs has been instrumental in streamlining digital operations, enhancing moderation processes, and strengthening trust and safety initiatives. His hands-on approach combines a deep understanding of customer service metrics with advanced skills in program management, process improvement, and fraud mitigation, enabling him to deliver measurable results such as €100K in savings, a 5-point increase in service level (SL), and a 30% reduction in operational costs.
With a career spanning over 15 years in the customer care industry, Denis has held key positions ranging from presales technical consultant to strategic VoC (Voice of Customer) program architect. His experience in managing large-scale contact centers and outsourced teams has equipped him with the ability to optimize performance, improve customer satisfaction, and reduce operational risks. Skilled in tools like Zendesk and WFM, he leverages data-driven insights to refine processes and elevate service quality. Currently reporting directly to the CPO of Meetic and the VP of Care at Match Group, Denis’s leadership ensures that customer care operations not only meet but exceed industry standards, fostering a safe and engaging environment for millions of users across Europe.
Senior director Customer Care - EMEA - customer service/ fraud and moderation operations for Meetic at Match Group in February 2021 to Present
Head of customer care operations & Customer Satisfaction at Europcar Mobility Group in January 2019 to February 2021
Manager - Digital & Strategy - CX at BearingPoint in January 2016 to January 2019
Program manager - Customer Service transformation - COPC at Orange in February 2013 to January 2016
Business Consultant - CRM tools at Orange in March 2012 to February 2013
Presales consultant - CRM contact center solutions at Orange Business Services in June 2009 to March 2012
Presales consultant : ToIP at ILEXIA in March 2009 to June 2009
Trainer : ToIP, management tools, marketing at Alcatel-Lucent España in September 2007 to February 2009
Science and Technology department at French Embassy in April 2006 to August 2007
Internship - Test and validation /support and Implementation departments at Bouygues Telecom in September 2005 to February 2006
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Thiga Academy, August 2026
ENSEEIHT, Engineer's degree, August 2026
Centro Politecnico Superior de Zaragoza, August 2026
Lycée Clémenceau, August 2026
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Résolution de problèmes
Résolution de problèmes par analyse des causes profondes
IA générative
Optimisation
Exécution de la stratégie
doer
Transformation des activités
contact center strategy
Compétences analytiques
Zendesk
Indicateurs clés de performance
Accords de niveau de service (SLA)
Excellence opérationnelle
Développement d’équipe
Cartographie du parcours client
Leadership stratégique
Administration de centres d’appels
Méthodes agiles
Gestion d’équipe
Anglais
Sens de l’écoute
Assistance opérationnelle
Succès client
Gestion des pertes et profits
Amélioration des processus d’affaires
Gestion pertes et profits
Réflexion stratégique
Leadership d’équipe
Relation client
Négociation
Gestion de projet agile
Gestion de produit
Gestion du service client
Stratégie
Customer Experience
Management
Avant-vente
Contact Centers
VoIP
Télécommunications
Gestion de la relation client (CRM)
Program Management
Pre-sales
Expérience client
Centre d’appel
Customer Satisfaction
Unified Communications
digital strategy
Customer Service
Leadership
Contact Center Management
ACD
COPC
WFM
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Discover more about Match GroupWhat is Denis Herail email address?
Email Denis Herail at [email protected] and [email protected]. This email is the most updated Denis Herail's email found in 2026.
What is Denis Herail phone number?
Denis Herail phone number is +33630408291.
How to contact Denis Herail?
To contact Denis Herail send an email to [email protected] or [email protected]. If you want to call Denis Herail try calling on +33630408291. (updated on March 25, 2025)
What company does Denis Herail work for?
Denis Herail works for Match Group
What is Denis Herail's role at Match Group?
Denis Herail is Senior director Customer Care - EMEA - customer service/ fraud and moderation operations for Meetic
What industry does Denis Herail work in?
Denis Herail works in the Leisure, Travel & Tourism industry.
Denis Herail Email Addresses
Denis Herail Phone Numbers
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