Joris Hitier

Joris is in charge of 16 markets (4 subsidiaries and 12 distributors), over 250 dealers, and a team of 35 hierarchical or functional reports across APAC.

The activity comprises all the different aspects of Network services and Spare parts & Accessories sales:

- Technical support, warranty, recall campaigns, Product behavior, customer care

- Spare parts & accessories sales and marketing activities, warehousing, customs

His next challenges, on top of maximizing the revenues, is to implement a proactive follow up of the customers and their vehicles by using big data and advanced data-mining to predict and forecast the customers’ and dealers’ needs. IT systems and processes will help us rolling out the best trainings, understanding the price sensitivity in all the markets, ensuring the greatest reliability in picking and packing, for in the end providing peace of mind to the customers.

Over the past 20 years, Joris has embarked upon many challenges, from Technical support (bringing more than 80% answers to the network within 8 hours) to warranty (cutting costs by 50%...) and Customer satisfaction (… while bringing the CSI from 15% to 67%), and from Accessories engineering (over 180 new car accessories developed every year) to Technical and non-technical training (from stand-alone trainings to interconnected and brick-concept modules).