Bertrand leads the Customer Marketing Practice, with a focus on keeping CRM transverse, multichannel and simple. He works with leading brands to build Loyalty Programs and CRM Roadmaps, estimate the CRM impact on turnover, design Customer experiences, define e-Prospect Relationship Management strategies and develop action plans based on data insights. His clients include Chanel, Hermès, Céline, Krug, Guerlain, Alain Afflelou and Val Thorens ski station.
Bertrand is also a Luxury, Retail and Travel & Tourism Industry specialist, with an in-depth knowledge of each industry’s global market. Prior to joining Equancy, he was Customer Marketing Director for Club Med – world leader of all-inclusive holidays and resorts - before founding his own Customer Marketing agency. He has a postgraduate qualification in “Decision, Communications & Influence” from Paris-Dauphine University, and runs a “CRM for Retail” MBA course at the Pôle Universitaire Léonard de Vinci and a “How to convert visitors into customers” course at the Institute of Political Studies in Aix-en-Provence.