Vincent Bozonnet
Customer Relations & Experience Director
Satisfaction • Retention • Customer Success
Aix-en-Provence
bozonnet.com/contact
linkedin.com/in/vincentbozonnet
Languages
French: native
English: fluent (C1)
I put customer relations at the heart of performance: satisfaction, retention and experience
across the whole journey, in B2B and multi-channel. I have led customer-service teams,
retention programmes and platform adoption in multi-entity and
multi-country environments. Listening, field sense and a results orientation characterise me.
"
Customer Relations & Performance
Customer Churn
retention & loyalty programme
Customer Base Growth
at constant headcount
B2B Customers Supported
agencies, developers, partners
Support Costs
service quality at lower cost
Key-Customer Adoption
strategic accounts onboarded
Professional Experience
2025 – Present
Aix-Marseille
Independent – Customer Relations & Transformation Advisory
Supporting entrepreneurs on customer experience, journeys, satisfaction and B2B retention.
CCI Aix-Marseille and PCE training. Assessment of business-acquisition deals.
CCI Aix-Marseille and PCE training. Assessment of business-acquisition deals.
10 entrepreneurs
4 acquisition deals
4 acquisition deals
2022 – 2024
Axel Springer
Europe (3 countries)
AVIV Group – Head of Product Platform & Customer Success
Led adoption and Customer Success at European scale (FR, BE, DE). Supported 100K B2B customers (agencies, developers) and the partner ecosystem (CRM software) in adopting a new group platform.
€600M revenue supported
100K B2B customers
Key-customer adoption
1,000 partners
100K B2B customers
Key-customer adoption
1,000 partners
2020 – 2022
Axel Springer
France (3 companies)
SeLoger Group – Head of Product B2B & Customer Journeys
Redesigned B2B customer journeys and simplified customer-relations tools. CRM migration to Salesforce to unify customer knowledge and improve service quality.
€350M revenue supported
Customer journeys rebuilt
5 shared offerings
−40% support costs
Customer journeys rebuilt
5 shared offerings
−40% support costs
2013 – 2019
Ouest-France
Europe (6 countries)
Logic-immo – Director of Operations
Managed Operations and Customer Relations through successive transformations. Loyalty driving retention to a record level. Owner of the technical relationship and support with Leboncoin.
€105M revenue supported
Churn −90%
x3 customers at constant headcount
Churn −90%
x3 customers at constant headcount
2010 – 2013
Ouest-France
France · 6 countries
Logic-immo – Head of Customer Service
Managed Customer Service France and international development: coordination of France teams and European subsidiaries, service quality and satisfaction across a base of 15K France customers and 10K Europe customers.
25K customers
Team of 12
6-country coordination
Team of 12
6-country coordination
Key Skills
Customer Relations & Satisfaction
Listening, quality, voice of customer
Loyalty & Retention
Churn, loyalty programmes, NPS
Customer Success & Adoption
Onboarding, usage, customer value
Customer Service & Support
Teams, SLA, multi-channel
Customer Journey & Experience
CX, omnichannel, CRM
Operations & Performance
Processes, KPI, data-driven
Leadership & Management
Team management, cross-functional influence