Connections that
move projects forward.

A customer service operation supporting luxury houses needed to improve responsiveness, answer quality and the reliability of data captured for its clients’ CRM systems.

Restructuring of the local operations team, renegotiation of client and supplier contracts, adviser training, and replacement of call and chat management tools.

• SLA performance doubled over the period
• 5 of 7 existing clients renewed, representing 71%
• 3 scopes expanded, adding 6 advisers
• 4 new houses won, bringing the total supported to 11

A Chinese digital marketing and e-commerce company needed to select the most relevant market from which to establish and launch its European operations.

Comparative business and regulatory assessment of three markets, decision support, then coordination of the launch in the selected European country: entity structuring, review of the local general manager’s contract and preparation of the operating framework.

• Establishment decision supported by business and regulatory analysis
• European entity structured and launch coordinated
• Agreement with a leading Chinese e-commerce group for a new European marketplace
• Distribution agreement for a cosmetics brand on the platform

Following an initial entry into China weakened by underperforming distributors, a French luxury brand wanted to regain direct control of its local development.

Support to local management on legal matters, in coordination with authorised counsel, followed by direct operational responsibility: termination of distribution agreements, incorporation of the local entity, closure of one boutique, lease negotiations and retail team build-out.

• One flagship and two directly operated boutiques opened
• 15-person team recruited, trained and managed
• Commercial procedures and customer journeys harmonised
• Supplier management and brand assets secured

A haute couture house was bringing its customer service centre in-house and needed to adapt an international programme to local codes while preserving French luxury standards.

Design and delivery of a train-the-trainer workshop covering Chinese market fluency, customer experience excellence and e-commerce selling skills.

• 4 training managers supported over 4 days
• Content and simulations adapted to Chinese practices
• Programme cascaded internally to more than 60 advisers