Thibault GUERARD

Critic
DISC Type : C

VP Customer Experience and Care at Pluxee

Greater Paris Metropolitan Region, France

Overview

Thibault Guerard is the VP of Customer Experience and Care at Pluxee, leading the companys global customer service transformation. He focuses on standardizing tools and processes across over 30 countries to create a unified, digital-first support model. He holds a Management Degree from emlyon business school.

His professional philosophy centers on building trust through active customer listening. He champions putting the human element at the heart of the customer relationship, even while deploying sophisticated digital and AI-powered tools to improve efficiency and satisfaction.

Unique fact: Thibault is responsible for harmonizing Pluxees entire customer experience strategy, moving from highly localized operations to a centrally-piloted global approach.

Personality Overview

ROI Driven

Precise

Negotiator

They choose to analyze logically and value facts to emotions.  They like to do things independently and don’t look for support from others. It is very likely that they will negotiate pricing or other important terms.

Topics They Care About

Global CX Strategy
He leads Pluxee's initiative to unify customer experience tools, like Genesys and Salesforce, and processes across more than 30 countries for consistent service.
AI in Customer Care
Actively discusses and implements AI-powered tools to drive agent productivity, enable proactive support, and enhance digital-first customer interactions.
Digital Transformation
He has been central to Pluxee's shift from paper-based services to a predominantly digital model, where most customer interactions are now online or mobile.

Media Appearances

Thibault has no verified media appearances

Work History

9-2023
VP Customer Experience and Care at Pluxee
6-2020 - 12-2023
Vice President Customer Experience and Care at Sodexo Benefits and Rewards Services
5-2015 - 6-2020
Operations and Customer Care Director at Sodexo Benefits and Rewards Services
1-2012 - 5-2015
Marketing and Communication Director at Sodexo Benefits and Rewards Services

Education

1997 - 2002
Management Degree from emlyon business school

More Information

Social Presence :

Prographics :

Exp : 14 Location : Greater Paris Metropolitan Region, France Job Level : Senior Designation : VP Customer Experience and Care at Pluxee
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Insights For Selling To Thibault

During A Call Or A Meeting

DO's

  • Be ready to answer many clarity-seeking questions and requests for information
  • Leverage facts and figures wherever possible; use percentages, numbers etc.
  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories

DONT's

  • Don’t rush them till they have clearly gotten all the necessary information
  • Make extra effort to not seem pushy or confrontational
  • Don't give superficial answers, they are easily rattled by them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Thibault is

  • Proven ROI, pricing and objective proof points are the factors that sway their decision.
  • Will you ever get a clear answer from Thibault

  • They are comfortable saying no if they are convinced that it is the correct decision.

Insights For Deal Planning

    How fast (or slow) will Thibault move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Thibault take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Thibault

Personality Compatibility


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